Reflections on 9/11

Twenty years ago today, I followed my weekly routine. I woke up at 5:00am to catch my 6:30am flight on American Airlines from Boston to Washington, DC. We had launched a new program nine months earlier to provide online college education to enlisted soldiers in the Army. I landed and drove my rental car to our office in Rosslyn, VA overlooking the west side of the Pentagon. When I got to the office, I heard the horrible news that a different American Airlines flight out of Boston had crashed into the World Trade Center. As we began to grapple with that news, another plane flew into the South Tower 17 minutes later, and it became clear that we were dealing with an act of terrorism. 

I went up to my office on the 13th floor to collect my thoughts. I had my head buried in my hands as I sought to compose myself. I was not looking up when the third plane hit the Pentagon, but I did look up five seconds later and watched as the Pentagon burst into flames. That third plane hit me the hardest, as it went right through the part of the Pentagon where my clients sat. We spent the rest of the day fearing the worst but hoping for the best. Several hours later, we heard the news that our clients had crawled out safely, but that 125 of their friends and colleagues had perished. I learned later in the day that we also lost several colleagues in the World Trade Center and on the hijacked planes.

Leading up to September 11, 2021, I have been reflecting on not only the impact that day 20 years ago had on me personally, but also on our IBM Federal organization and the people we serve. Specifically, I’ve thought about my gratitude for the following groups of people who have borne much of the burden of the fight against terrorism over the past two decades:

Our military service members and veterans: In response to the terrorist attacks, our country mobilized a fight against the countries that were providing safe harbor to terrorists. We launched military action in Afghanistan and Iraq, mobilizing hundreds of thousands of our troops into military action. Thousands of these troops sacrificed their lives for our country, and hundreds of thousands of others spent one or more tours in theater. They and their families gave so much in defense of our nation, and we owe it to them to provide not only gratitude for their sacrifices, but also the support they need as they transition back into society after their service.

Our intelligence and law enforcement officers: We continue to face threats every day from people and groups that want to do harm to our country. The fact that so few events have happened in the past 20 years is a testament to the work our intelligence and law enforcement communities have done to identify and stop these threats before the terrorist actions could be taken.

People who lost loved ones and those still affected by the events on 9/11: The families of people who died on 9/11 have had to manage the grief and move on with their lives after suffering an unimaginable loss on that day. Thousands of others continue to cope with health and emotional issues stemming from their proximity to Ground Zero and the Pentagon that day.  

Refugees from countries (and the agencies and communities that support them): Over the course of the past two decades, hundreds of thousands of people have been displaced from the Middle East and southwest Asia as they fled countries impacted in the fight against terrorism. These people have risked their lives and given up all they own in hopes of finding a safer and better life for themselves and their families. Many communities have stood up to welcome these refugees and provide hope for a better future. 

I am also proud of the work that IBM has done to help make the world a safer and better place in response to the events of that morning 20 years ago. Soon after 9/11, we developed a mission statement for IBM’s Federal business that continues to guide us today: “Making a difference in people’s lives by helping to solve the world’s most challenging problems.” The work IBM has done to support the different components of the response to 9/11 provides both my colleagues and me a sense of purpose and accomplishment. While we have had a long list of programs with direct relevance to our response to 9/11, the following programs stand out to me as the best examples of the positive impact we have played in our collective fight against terrorism.

Support for the creation of the Department of Homeland Security: IBM played a critical role in the build-out of the systems needed to support the new Department in 2002. IBM has been a significant partner in the delivery of technology and services to DHS headquarters and to many of the DHS components, including the Transportation Security Administration (TSA), Customs and Border Protection (CBP), and FEMA. We are proud of the work we do across DHS to help protect our world from terrorist threats.

Vetting: IBM’s consulting services and technology (including products such as IBM Watson and Identity Insights) have been at the core of multiple agencies’ efforts to identify individuals who may pose a terrorist threat. Our Analytics and Artificial Intelligence teams have worked extensively with the Intelligence Community, TSA, Federal Law Enforcement, and major local police forces have contributed significantly in their efforts to keep the world safe from terrorist threats. 

9/11 Victim Compensation Fund: IBM has been the Fund’s technology partner since the launch of the Fund. We help the Department of Justice and the Special Master’s Office manage the claims adjudication process to make sure that victims and their families receive the benefits they need to help address the high costs associated with injuries and illnesses incurred as a result of the 9/11 attacks.

Veteran Suicide. Just this week, the Department of Veterans Affairs (VA) and IBM joined to deploy the VA GRIT mobile app for Veterans, family members, and caregivers to help build mental fitness, enhance social connectedness, provide employment assistance, and deliver resources access needed to help stem the Veteran suicide rate. Many of these Veterans suffer as a result of the subsequent events sparked by this day 20 years. 

Thank you to all the IBMers, teaming partners, and government personnel who have worked on these and countless other programs to fight the very real threats that became so glaringly real that fateful morning 20 years ago.

September 11, 2001 shaped the course of my life more than any other day I can remember. As I watched the events unfold and began to comprehend the enormity of what had transpired, I remember turning to a friend and saying, “the world will never be the same.” Like many others who devote their lives to the public sector – either as government employees or in Industry – I also remember coming to a visceral decision that I wanted to devote my career to making a positive difference in the world and in people’s lives. For me personally that meant doing my part to engage in actions that would make people safer, decrease the amount of hatred and violence in the world, and that would make a positive difference in people’s lives. I am thankful to be working for a company where I have been able to live out that personal imperative.