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International SOS: The art of human capital management

What makes International SOS the leading medical and security services firm? MD Juliana Gim reveals its innovations.

When Team Singapore athletes headed abroad for the SEA Games 2019, Sport Singapore enlisted the expertise of medical and security services firm International SOS to ensure that the best medical and security coverage was provided.

International SOS went above and beyond, providing an all-rounded solution with its innovative technology solutions to minimise travel risks, ensuring its client had a peace of mind.

Juliana Gim, managing director of International SOS (pictured above) shares more on its success and how embracing innovation and seeking continuous improvement gave the company an edge over competitors.

The interior of the Singapore Assistance Centre of International SOS.

The interior of the Singapore Assistance Centre of International SOS.

What sets International SOS apart from other medical and travel security service firms?
International SOS has a long history of being a first mover in our industry. We value innovation, entrepreneurial spirit, and change, which pushes us to pioneer new technology and continuously evolve ahead of the times.

We recently partnered with the International Chamber of Commerce to launch a mobile app called ICC AOKpass. The app stores immunisation and medical information on users’ phones with a copy of their Covid-19 compliance status certificate, enabling consumers, workers and businesses to resume work in this pandemic.

Why do you think International SOS won the Human Capital Management award?
Our integrated health and security suite of solutions was built on over 30 years of experience and digital innovation to meet the challenges faced by organisations in preparing and protecting their people against medical and security threats.

With a constant focus on innovation, we produced a unique tracking system in the market that is fully integrated with round-the-clock medical and security assistance. This gave our client, Sport Singapore, the assurance of its staff and Team Singapore athletes’ safety during the SEA Games.

What are some notable achievements that International SOS garnered in the past?
We were the first organisation globally to receive ISO/TS 13131 for our TeleHealth services, which stands us in very good stead since the outbreak of COVID-19 to support the medical needs of our clients’ employees across many countries.

Most recently, we have assisted over 22,000 COVID-19 related cases, operated 23 charters, and performed over 250 air ambulance movements for COVID-19 patients and other patients from over 100 countries around the world.

The International SOS mobile app.

The International SOS mobile app.

When a fire broke out during the annual Colour Play Asia festival in Taiwan in 2015, we supported a Singaporean who suffered 50 per cent burns. Other complex medical and security evacuations include bringing a breast cancer patient stranded in the United States, home to Singapore via an air ambulance. During the 2015 Kota Kinabalu earthquake that involved 29 students, we were able to reunite families and help bring closure to some families.

The range of events that unfold each day challenge us to question the norm as we navigate through complex situations. All of this drives us to strive for continuous improvement, building upon our strength and expertise.

What can we expect from International SOS in the future?
With the Covid-19 pandemic, we will be helping organisations return to work safely and sustainably, both locally and in their overseas operations through our workforce resilience solutions. Our digitalisation efforts will also be accelerated in the new normal to help companies safeguard the safety of employees more efficiently.

Despite many changes across many industries and businesses, International SOS will remain a market leader to create opportunities and deliver integrated health, mental and security solutions to meet the demands of our clients 24 hours a day, seven days a week, 365 days a year.