Box Story: Building Resilience – A Whole-of-Government Approach to Crisis Response

Singapore’s crisis management capability has evolved through learning from past crises. The Homefront Crisis Executive Group (HCEG) was established in 2004, following the reorganisation of the earlier Executive Group after the SARS outbreak in 2003. Chaired by the Permanent Secretary of the Ministry of Home Affairs, the HCEG comprises senior representatives from all ministries and oversees Crisis Management Groups for various incidents.

A COVID-19 Vaccination Centre in Singapore in 2022 (ZKang123 (CC BY-SA 4.0) / Wikimedia Commons)

The whole-of-government mindset among public officers serves as the “software” of cross-agency crisis management, fostering coordination and initiative. The Singapore government developed the Disease Outbreak Response System Condition (DORSCON) framework after the SARS and H1N1 crises; when elevated to Yellow, DORSCON activates the Crisis Management Group for Health to lead the whole-of-government management of disease outbreaks such as COVID-19.

Protecting the Community at Large

The coordinated crisis management capabilities of the Public Service enabled the government to implement comprehensive measures to protect Singapore from the COVID-19 pandemic. The Multi-Ministry Taskforce (MTF), co-chaired by Minister Gan Kim Yong, Minister Lawrence Wong and Minister Ong Ye Kung, established multiple lines of defence to mitigate the risk of imported cases and local transmissions. This approach, grounded in evidence and expertise, aimed to sustainably control and slow down the virus over an extended period. Immediate actions, such as temperature screening at border checkpoints and travel restrictions, were implemented by agencies like the Immigration and Checkpoints Authority (ICA) and MPA to manage the outbreak’s global impact.

The MTF prioritised minimising COVID-19 cases through thorough contact tracing and quarantine measures involving the MOH, MND, Singapore Police Force and Singapore Armed Forces. It maintained transparency by hosting daily media briefings and providing honest reporting of COVID-19 cases, fostering trust with citizens, which is crucial for effective crisis management. The Ministry of Digital Development and Information (MDDI) employed different platforms to engage specific audiences, including tailored crisis response information for senior citizens through television programmes and online content.

Important messages were conveyed to reassure migrant workers through the friendsofmw.sg online portal. With the assistance of GovTech, residents were also provided with timely, concise information through messaging platforms like WhatsApp and Telegram, as well as a dedicated Info Bot summarising COVID-19 information on government websites. The MDDI utilised social media platforms such as Facebook, Instagram, Twitter and TikTok, along with Digital Display Panels in HDB lifts and lift lobbies. The Protection from Online Falsehoods and Manipulation Act served as the legal framework to combat fake news, establishing the government’s credibility as a trusted source of information during the crisis.

Safe distancing markers in MRTs during the early days of the pandemic (ZKang123 (CC BY-SA 4.0) / Wikimedia Commons)

Responding with Heart

Despite the risks of imported cases, the MTF prioritised the safe return of residents stranded overseas, coordinating with the Ministry of Foreign Affairs (MFA) to facilitate their repatriation and subsequent quarantine. As local transmissions increased, the MTF ensured the provision of reusable masks to all residents following the World Health Organization's advice. Early in the outbreak, when local transmissions had reached 54 and total cases 1,000, a “circuit breaker” was announced to tighten containment measures. Public Service officers acted as “ambassadors”, promoting social responsibility, with SG Clean and Safe Distancing Ambassadors educating the public on personal hygiene and safe distancing. Additionally, Enterprise Singapore and the Singapore Tourism Board provided employment to 500 displaced residents to assist with safe distancing efforts. These collective efforts aimed to protect residents and curb the spread of COVID-19.

Including the Whole of Society in Crisis Response

During the crisis, ordinary residents, businesses and non-governmental organisations (NGOs) initiated ground-up efforts to aid those in need. They donated and delivered food and essentials to affected families, and sent well-wishes and small gifts to frontline healthcare workers. Recognising the community’s response, the Ministry of Culture, Community and Youth developed the SG United portal to rally residents and link volunteers with useful resources, fostering a whole-of- nation approach.

When clusters of infection emerged in foreign worker dormitories, the MTF engaged various stakeholders to enhance care for the workers. The dormitories, ill-suited for a pandemic, were gazetted as isolation areas, and the workers were quarantined. The government assured the workers of continued salary payments and acknowledged the need for improved dormitory standards. A Joint Task Force set up by the Ministry of Manpower and SAF, along with NGOs and citizen volunteers, addressed the well-being of workers by improving their living conditions while overcoming logistical challenges. The primary focus of this response was the establishment of an institutional coordinating structure, which, coupled with a whole-of-government approach among public officers, has equipped Singapore with robust crisis management capabilities. This preparedness has enabled the government to implement comprehensive measures aimed at safeguarding Singapore, with a careful and prioritised delivery of these measures to address the needs of those most affected by this unprecedented crisis.

Safe Distancing Ambassadors in Singapore ensuring compliance with COVID-19 safety measures (Unsplash)