Services 4.0 is Singapore’s response to the Services and Digital Economy (SDE) Technology Roadmap (6.26MB), envisioning Singapore delivering next-generation services that are end-to-end, frictionless, empathic, and anticipatory to customer needs.
With the service economy evolving from the era of manual services (Services 1.0) to the era of efficient, internet-enabled services (Services 2.0), then to self-services enabled by mobile, wireless and cloud technologies (Services 3.0), the next phase will be one of seamless services that are end-to-end, frictionless, empathic, and can anticipate customer needs in an unprecedented way using emerging technologies (Services 4.0).
Download the Executive Summary (986.97KB) for an overview of Service 4.0
Services 4.0: An Evolutionary Journey
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In Services 4.0, businesses will need to meet changing customer needs quickly, innovate and create new value in order to differentiate themselves from competitors beyond price.
Emerging technologies will make it possible for businesses to automate repetitive tasks and achieve higher productivity. However, as customers still demand human interactions, businesses should unlock growth by offering human-centric services enabled by emerging technologies. Both worker augmentation and automation will ultimately lead to the creation of new and enhanced jobs for the economy.
To support Services 4.0, the ICM ecosystem will need to respond collectively to deliver solutions that are as follows:
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More cost-effective
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Scalable according to demand
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Provide easier access to emerging technologies
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Support the changing needs of service providers in an agile manner
Services 4.0 Hub
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Companies – A launchpad for Services 4.0
Establishing Singapore as a conducive services ecosystem for service providers who wish to design, deliver or operate seamless services aligned to the Services 4.0 vision.
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Workers – A competitive workforce augmented by technology
Singapore aims to be a digital talent hub, providing a successful case study for a human-machine integrated workforce and a choice destination for competitive workforce and digital talent.
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ICM Ecosystem – A vibrant ecosystem where emerging technologies are made accessible
Singapore aims to build an ICM ecosystem that is Cloud Native, with emerging technologies accessible to all businesses. Within it, API-driven component services can enhance ways of deploying new technologies.
Cloud Native Architecture
Cloud Native Architecture provides companies with easier access to emerging technologies, making it more cost-effective and scalable for them, while meeting customers’ demands in an agile manner.
"When we go cloud native, we turn to component services and create solutions by stitching different components from the marketplace. This allows us to respond quickly to customer demands, speed up workflow, encourage efficiency and give service providers an edge in product creation."
The SG:Digital Cloud Community
30 companies and associations from leading enterprises have come together to form the pioneer batch of SG:Digital’s Cloud Community, which promotes the adoption of the Cloud Native Architecture.
"What it means for our companies is that we will not only be able to grow in Singapore, but also regionally and globally because Services 4.0 allows businesses to reach out digitally beyond physical boundaries."
Ravinder Singh
President, Electronics, ST Engineering
“Because Janio is on the cloud, we can expand our capacity very quickly. For instance, we are able to increase our competing capacity in just 3 clicks.”
Mohamed Afiq
Co-founder and CTO of Janio
Making Services 4.0 a reality
To support companies’ participation in the Services 4.0 ecosystem, IMDA has initiated the following projects.
Companies leading the change in Services 4.0
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Building on the cloud for speed and flexibility
Janio provides logistics solutions in Southeast Asia, with a simple goal to create an integrated network that shrinks Asia’s supply chain onto a single platform. It has started to build its business on cloud services, which has help it cut down set-up time, develop rapidly through a cloud development tool and scale easily.
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Driving efficiencies and customer engagement with automation
Singtel has employed the use of Robotics Process Automation (RPA), where simple and repetitive tasks are carried out by bots, or “robo-colleagues”. Employees can create their own “robo-colleagues”, and a chatbot has been created to handle customers’ queries to provide a better and faster customer service experience.
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Redefining the taxpayer’s experience
IRAS has embarked on a new transformation movement that leverages Analytics, Design and Digitalisation to anticipate taxpayers’ needs, connect with them digitally and ensure its workforce is future-ready. It aims to provide taxpayers with a taxpaying environment that is fuss free and low in compliance cost.
