[BCM] [MOM] [E3] [BIA] [DP] [CBF] [6] Corporate Services and IT Infrastructure

CBF-6 Corporate Services and IT Infrastructure

In the context of Business Continuity Management, CBF-6 covers the internal corporate capabilities and backbone services that enable MOM to operate continuously—especially during disruptions (e.g., cyber incidents, pandemics, power outages, infrastructure failures).

For MOM, this includes strategic leadership, finance, human resources, facilities, corporate governance, IT systems, and critical administrative services that support all operational delivery.

Context and Purpose

To ensure that MOM can continue delivering its public service obligations (e.g., issuing work passes, enforcing workplace safety, managing labour policies), even under adverse conditions, by maintaining resilience:

• Corporate governance and policy alignment
• Financial management and procurement
• Human resources and staffing continuity
• Information technology and digital service delivery
• Facilities, security, and internal administration

These functions are foundational support enablers critical for all MOM business outcomes.

Detailed Business Processes for CBF-6

Below are the major business processes of CBF-6, with MOM-aligned examples.

Governance and Strategic Planning

Purpose: Ensure continuity of leadership decision-making, corporate coordination, and alignment with national policy.

Key Activities

• Maintain up-to-date Continuity of Operations Plans (COOP) for corporate leadership.
• Conduct risk and business impact assessments regularly.
• Coordinate BCM across all MOM divisions.

MOM Example

• During an outbreak (e.g., pandemic), Corporate Planning activates its contingency governance structure to support MOM’s shift to remote work while ensuring continued policy implementation.

Financial Management and Resource Allocation

Purpose: Ensure uninterrupted budgeting, cash flow, and financial oversight to fund essential services.

Key Activities

• Budget planning and reallocation for BCM needs (e.g., emergency IT spend).
• Review and expedite emergency procurements.
• Financial risk assessments, audits and compliance tracking.

MOM Example

• During a prolonged disruption affecting service centres, Finance works with Procurement to reallocate budget for additional cloud infrastructure to support increased online transactions.

Human Resource Continuity

Purpose: Maintain effective staffing, talent availability, and HR support to sustain key operations.

Key Activities

• Cross-training and multifunctional staffing plans.
• Remote work policy enablement.
• HR support (leave, wellness) during emergencies.

MOM Example

• HR implements alternative work arrangements, enabling flexible rostering for services such as the Work Pass support team during crisis peaks.

Procurement and Contract Management

Purpose: Ensure that suppliers and critical contracts (e.g., IT vendors, facilities services) remain operationally reliable.

Key Activities

• Prioritise contracts necessary for resilience (e.g., cloud providers, secure VPN access).
• Establish redundancy and alternate suppliers.
• Track supplier BCM readiness.

MOM Example

• Procurement ensures service continuity agreements with key digital platform vendors that support myMOM, EP Online, and other digital services used for millions of transactions yearly.

IT Infrastructure & Digital Services Continuity

Purpose: Maintain resilient information systems, data protection, and digital service delivery.

Key Activities

• IT risk assessments and architecture planning
• System redundancy and backups
• Cybersecurity monitoring and incident response
• Remote work enablement (secure access, remote applications)
• Business continuity testing (e.g., failover drills)

MOM Example

• The Information Systems and Technology Department (ISTD) provides core digital capabilities to support citizen services, internal workflows, and secure access for staff; IT systems must remain available, especially during peak periods of service requests.

Internal Administration & Facilities Management

Purpose: Keep physical workplace environments safe and operational.

Key Activities

• Building access controls and security.
• Facilities maintenance and risk mitigation (e.g., power backup).
• Records and knowledge management.

MOM Example

• Facilities teams ensure that MOM headquarters and contact centres have power backup and safe access protocols so that critical functions (like Customer Service Centres) can operate during power outages.

Table D1: Sub-Critical Business Functions & Processes for CBF-6

MOM operates high transaction volumes (e.g., millions of e-transactions annually) and delivers critical regulatory services. Disruption in Corporate Services or IT Infrastructure could compromise access to essential services for both employers and employees.

Example Scenario:

In a cyberattack targeting service portals:

• IT performs incident response and fails over to backup systems
• Finance ensures emergency funding for forensic support
• HR activates remote work protocols
• Corporate governance escalates decisions to recovery teams

This holistic approach ensures MOM can still process work-pass applications or enforce workplace standards with minimal interruption.