Upending the Status Quo

Written By Aw Si Yu

GRAPHIC and PHOTO: Aw Si Yu

Handwriting statements and manually documenting information have been part of the administrative process for Investigation Officers from the Singapore Police Force (SPF).

At least, that was the reality before the launch of CRIMES3, a fully reinvented case management system that has transformed the evidence and file documentation process. This one-stop platform, incorporating data integration and smart automation features, was helmed by Superintendent of Police (Supt) Gan Hong Teck from the Criminal Investigation Department (CID). More than just a technological enhancement, CRIMES3 also reflects the SPF’s commitment to continuous learning and the purposeful adoption of technology in policing.

Searching for a meaningful career, Supt Gan joined the Police in 2014. PHOTO: Aw Si Yu

Supt Gan’s desire for a meaningful career led him to policing in 2014. “The ethos of the SPF resonated deeply with me – it is a profession grounded in purpose, responsibility and service,” Supt Gan said. This passion for helping people shaped his approach to innovation, particularly when he observed how manual administrative processes could be improved for his fellow officers.

The Innovation Mindset

Supt Gan finds the area of innovation and technology intriguing, which fuels his desire to keep learning and exploring. PHOTO: Aw Si Yu

"Opportunities for innovation often begin simply by listening and observing,” said Supt Gan. “When I look at a process, I ask myself if this is the best use of an officer's time or a task that truly adds investigative value. If not, what can we redesign or reimagine?"

With his background in information systems, complemented by years of experience on the ground as an Investigation Officer, Supt Gan took the rare opportunity in 2018 to reshape the daily work of Investigation Officers.

The project involved more than 300 individuals from over 20 agencies, ranging from medical institutions to criminal justice stakeholders. They shared their ideas during a three month business process mapping phase. According to Supt Gan, this level of co-creation was essential to ensure that CRIMES3 was operationally sound and met the needs of its stakeholders.

The biggest challenge was not technical – it was change management. A mindset shift was needed. Non-conventional training methods like application simulation, interactive videos and augmented reality activities were used to facilitate the officers’ transition to CRIMES3. “With extensive engagement, we were able to build trust and secure buy-in across the organisation,” explained Supt Gan.

Innovation in Action

Supt Gan encourages fellow officers to experiment and looks forward to ideas being translated into meaningful initiatives. PHOTO: Aw Si Yu

Today, SPF officers have an integrated, digital case management system to support their work. The SPF is the first law enforcement agency to implement digital statement recording, a point of pride for Supt Gan: “This shows that the SPF is committed to staying at the forefront of innovation in policing.”

Awarded the Home Team Innovation Award in 2025, Supt Gan says his motivationcomes from personal conviction and professional commitment: “I believe in challenging the status quo and not accepting the norms if it helps us become more effective in our mission.”