Last Updated on 28 January 2019
The Services and Digital Economy Technology Roadmap (SDE TRM) provides a scan on the digital technology landscape over the next 3 to 5 years, identifying the impact of key shifts and technology trends.
Developed in consultation with local and international stakeholders, the roadmap is a component of the Digital Economy Framework for Action, which guides IMDA’s industry development plans and regulatory approaches for the ICM sector.
Envisioning the future of service
Accounting for 72% of Singapore’s GDP and 74% of national employment, Services 4.0 was identified through the SDE TRM as a potential growth engine for Singapore’s digital economy.
Leveraging emerging technologies such as Artificial Intelligence (AI) and Advanced Interfaces, it seeks to enable businesses to capture new opportunities made possible by the need for services that are end-to-end, frictionless, anticipatory, and empathic.
Services 4.0 puts people at its heart, where workers can harness technology to automate repetitive and mundane tasks, and emerging technologies can be applied to high value areas where creativity, analytical thinking, emotional intelligence and innovation are required. Learn more here
Services 4.0: An Evolutionary Journey
Becoming a Services 4.0 Hub
To become a Services 4.0 hub for key sectors will involve all parties, from workers and companies to the larger ICM ecosystem.
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.
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.
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.
TRM identified Cloud Native Architecture as the heart of the evolving ICM ecosystem, and will play a key role in realising the Services 4.0 vision.
“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.”
“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.”
Making Services 4.0 a reality
To support companies’ participation in the Services 4.0 ecosystem, IMDA has initiated the following projects.
GoCloud for ICT SMEs
GoCloud will equip ICT SMEs with digital capabilities in Cloud Native, Microservices and DevOps, transforming the way they develop, deploy and deliver applications. GoCloud will be rolled out in early 2019.
To support Services 4.0, PIXEL has identified four new capabilities– Design Thinking, User Interface/ User Experience, Immersive Experiences and Digital Storytelling, available to industry through workshops and masterclasses, as well as mentors and coaches for innovation projects. PIXEL will also develop two new labs–an Immersive Experiences Lab and User Testing Lab. These will be rolled out from Jan 2019.
Digital Services Laboratory (DSL)
DSL brings together research communities, ICM players, and end-users to co-architect and engineer solutions across technology domains. It seeks to address industry digitalisation challenges and national strategic interest areas which can benefit from faster intermediation. DSL also looks to help projects overcome barriers such as high costs and resource required for industry-scale transformation.
Companies leading the change in Services 4.0
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. Learn more
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. Learn more
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. Learn more