It was a Thursday when Pauline Ng, HTX Deputy Director Investigation was asked to create a platform that could coordinate the activities of over 4,000 officers across the island. The COVID-19 virus was wreaking havoc in the country, and key to containing it was to ensure that social distancing measures were being followed by businesses and individuals alike.
With MOH leading the charge, over 40 external agencies were activated for manpower support. But challenges arose when they needed to ensure consistent enforcement of rules across the island. They needed a centralised database—and they needed it fast.
Pauline had only a week.
Within three days, she and her team had developed a few versions of a Minimum Viable Product. By Monday, their Safe Distancing app was ready for testing. It launched the same day.
The weekend was burned, but "it was urgent and for a good cause," she said by way of explanation. Her family has been supportive, and in any case, the mother-of-two's hectic work schedule has never stopped her from spending at least two hours a day with her children anyway. "I can turn my computer back on and start working when they go to sleep," she explained matter-of-factly.
But is not that exhausting? The question seems to confuse her. For her, the answer is logical: "I find meaning and purpose in my work; it's fulfilling."
Seeking a career with impact
Ultimately, it is purpose that has led her from her mathematics studies into the world of engineering. "Most of my peers became teachers," she recalled. But she wanted to contribute in other ways, and instead joined a tech services company.
That was in 2000. She did not know how to code, but "they gave me a book to learn," she said. And so she began her journey from software engineer to team leader and finally project manager.
More than a decade later, Pauline moved to the Singapore Police Force (SPF) as Head of Operations for their Technology Division, a role she cherished because "it has a direct impact not only on the citizens, but also on the officers who work in the field 24/7." In 2019, she joined HTX, where today she continues to use her technology skills to strengthen SPF's operations in the areas of investigations, enforcement and licensing, and operational logistics capabilities.
Making her voice heard
“I don’t believe my field of work is a male-dominated playing field,” she stated. At the SPF, for example, she noted that there are a number of female commanders, and the previous Deputy Commissioner of Police overseeing investigations and intelligence was also a woman—Florence Chua.
Women can also bring new perspectives, dare to dream big, challenge assumptions, and turn ideas into concrete actions and outcomes.
In her experience, "women can also bring new perspectives, dare to dream big, challenge assumptions, and turn ideas into concrete actions and outcomes."
Case in point: You might have noticed your driver’s licence is now accessible through the Singpass app. This feature, called the Singapore Digital Driving Licence (Digital DL), was launched in March 2022 as an alternative official identification document for drivers in Singapore. Besides giving motorists a more convenient and secure way of verifying their information, it also allows traffic police to work more efficiently.
What is less well known is that this idea was first mooted by Pauline back in 2018. At the time, the idea was scrapped because management felt that the public was not ready and it would be too difficult to change the legislation.
She advocated for the idea over the years and in 2020, her team finally achieved a breakthrough. Leveraging on the widespread adoption of the Singpass mobile app, they successfully pushed for the inclusion of a Digital DL on the same platform—earning the 2023 Ministry for Home Affairs Operational Excellence (OE) Award for their impact on society.
Leaving a legacy
Other notable projects Pauline has worked on include the development of CRIMES3, a case management system for SPF officers. This eliminates manual and cumbersome processes, allowing them to collaborate seamlessly and improve operational efficiency.
The list only goes on but in Pauline's more than two decades in the industry, it's not the systems she's developed that she cares about most. It's the people. "We need to coach those who work for us and train them to be the next leaders," she says.
That means creating a positive work environment where officers are secure enough that they do not have to constantly defend "their turf." It also means being prepared to mentor and support them—even after official working hours, if necessary.
Because to her, that's what good leadership is—for both men and women: It is when one walks the talk, is accountable, and is generous about giving credit. "Our legacy should be defined by the passion and impact of the people we influence, not the number of achievements we have," she declared.