The Power of Escalation

Quite a number of things to blog this week. Will start with this interesting observation.

As reported in the newspapers, the whole government sector is moving towards a new and common IT platform after having awarded a $1.3bil project to OneMeridian, project codename "SOEasy". Well, it is not exactly easy in our opinion with numerous issue hitting each member of the section who migrated to the new platform. Apparently, ZDNetAsia did point out that it is not going to be an easy project (http://www.zdnetasia.com/news/business/0,39044229,62041019,00.htm).

Ok, I am digressing (again).

Due to different officers using different email platform to send email, there appeared to be some email address/directory issue, resulting in new user of MS Outlook not being able to send email to a particular officer who is still using Lotus Notes. This resulted in significant inconvenience experienced at work. When enough is enough, I sent an email to the head of the team, hoping to seek some resolution. I also kept my bosses in the cc loop (not my style actually).

The following is interesting:
1) Within an hour, we have a technician down to try to troubleshoot the issue.
2) edm forwarded to the MCIO in charge, asking them for a possible solution given the importance of email communication to us.
3) ec also forwarded to the MCIO in charge, asking them to look into it. Well he cc Mrs L (a more senior officer) in the process.

A flurry of emails followed after that, ending with my staff getting her new PC today (as reported). This was unknown to us as I have asked my staff when she will be getting hers. Her reply was that she don't know and it should be later in Jan which prompted me to write that email.

The issue is the same but when surfaced by different people, it drew different responses from different people.

This is the power of escalation. Valuable lesson learnt indeed.

(Afternote: By 2pm today, my staff got a replacement computer and email is back at work. Oh well..... )