CONTENTS

01 Our Food Services Industry

02 Trends Impacting Food Services

03 SMEs Go Digital

04 Digital Roadmap

05 Digital Skills Needed

06 Get Started Today

07 Additional Information

OUR FOOD SERVICES INDUSTRYThe Food Services industry contributes to Singapore’s economic objectives and fulfils important social roles. The Food Services industry comprises diverse concepts and price points. Among the various Food Services sub-sectors, restaurants and coffee shops contribute to about 50% of the employment and establishment share.

Source: Singapore Department of Statistics (2016)

~7,000establishments

4.5%of Singapore’stotal workforce

of Singapore’s GDP

0.8%

contributed to

ORDER

01

FOODDELIVERY

01

OUR FOOD SERVICES INDUSTRY

Source: Singapore Department of Statistics (2016)

Food Services Sub-Sectors

36%Restaurants

Others (including Fast Food, Food Caterers, Canteen, Pubs, Bars and Others)

31%

Cafes and Coffee Houses, Snack Bars

and Food Kiosks

19%

Food Courts, Coffee Shops and Eating Houses

14%

ESTABLISHMENT SHARE

02

01

02 TRENDS IMPACTING FOOD SERVICES INDUSTRY

Rising Cost Of Business driving the need for

existing formats to be more operationally

efficient

Slowing Pace Of Local

Workforce Growth

urging companies to redesign jobs through the

use of technology

Increasing Consumer Demand

For Optionsresulting in the need for alternatives that provide convenience

and affordability

INDUSTRY TRANSFORMATION MAPThe Food Services Industry Transformation Map (ITM), launched in 2016, aims to push ahead with more manpower-lean formats in the industry and improve job quality and job satisfaction, while maintaining the quality and range of Singapore’s dining options.

With an ageing workforce and changing career aspirations among younger workers, the challenges faced by the Food Services industry are those of raising productivity and reducing reliance on manpower. To stay competitive, companies will need to embrace changes at both the front and back-of-house.

03

Click here or Scan this QRcode for more details on the Food Services ITM

03Aligned to the ITM, the Industry Digital Plan (IDP) is part of the SMEs Go Digital Programme that helps to make going digital simple for SMEs.

SMES GO DIGITAL

04

Government Grants(e.g. Productivity Solutions Grant - PSG)

Project Management Services

How do you get started?

Consultancy Services(SME Digital Tech Hub)

Pre-Approved Solutions

Take up pre-approved solutions with grant support.

Where can you get help?

Find out using the Industry Digital Plan (IDP) for your sector.

Is your business digital-ready?

SMEs Go Digital comprises the following:

Industry Digital Plan (IDP)Guide on digital solutions and training required for each stage of your business growth.

Consultancy Services (SME Digital Tech Hub)Expert advice you can tap on to transform your business with digital technologies.

Project Management ServicesProject managers with expertise to support you in implementing the digital solutions.

Pre-Approved SolutionsProven SME-friendly digital solutions pre-approved by IMDA to meet your business needs. Government grants such as Productivity Solutions Grant (PSG) are available for the adoption of these solutions.

www.imda.gov.sg/SMEsGoDigital

04 DIGITAL ROADMAP This digital roadmap serves as a guide for you to follow on your digital journey.

BACK-OF-HOUSE

Digital Payment

e-Loyalty / CustomerRelationship Management

AutomatedReservation

Wireless SelfCollection

QueueManagement

Digital / OnlineFood Ordering

QUEUE No. Table No.

912

12

KitchenManagement

FleetManagement

Farm-to-Fork Food Trust Assurance

Restaurant LayoutOptimisation using AR / VR

Predictive Ordering System powered by AI

Immersive Training using AR / VR

F&B Preparation / Cooking Robot

Sensing / Video Analytics for Restaurant Observation

FRONT-OF-HOUSE

Global Markets,Intelligent Business

STAGE 3Leaping Ahead

STAGE 1Getting Digital

Economy ReadyImproved Customer Experience,

Optimised Operations

STAGE 2Growing in the

Digital EconomyScaled Operations,

Integrated Ecosystem

B2B e-Marketplace / e-Procurement

Data Analytics Platform

IoT-enabled Central Kitchen Management

FRONT AND BACK-OF-HOUSE

FRONT AND BACK-OF-HOUSE

FUNDAMENTAL BUSINESS CAPABILITIESResource Management (including Enterprise Planning, Human Resources /

Staff Appraisal, Payroll, Contract and Quotation, Digital Invoicing, Inventory Management)

Notes: 1) This roadmap will be updated over time as digitalisation of the industry progresses and new technologies are introduced to the industry.

AbbreviationsAI – Artificial IntelligenceAR – Augmented Reality

VR – Virtual RealityB2B – Business-to-BusinessIoT – Internet of Things

05

DIGITAL ROADMAP

Allow customers to order food for dine-in, take-out or home delivery with chatbot, mobile, digital kiosk or QR code

Digital / Online Food Ordering

e-Loyalty / Customer Relationship Management

Automated ReservationManage reservations online and optimise capacity

Manage customers with 360 degree view to drive retention and customer loyalty

Benefits:• Streamline order taking processes to reduce waiting time• Optimise manpower• Eliminate ordering errors

Benefits:• Streamline room / table reservations and service area operations• Manage customers’ expectations with flexibility• Forecast demand to optimise capacity and resources

Digital PaymentAllow different payment modes, such as mobileand online payment, for customers

Benefits:• Streamline payment processes to reduce waiting time• Allow multiple payment methods• Reduce transaction costs

Benefits:• Enhance engagement, retention and spend of customers• Open up feedback channel for customers• Reward loyal customers

FRONT-OF-HOUSE

Improved Customer Experience, Optimised Operations

Getting Digital Economy ReadySTAGE 1

06

04Companies can automate repetitive, manual tasks with easy-to-implement solutions to improve customers' experience.

Provide real time visibility of vehicles' locations

Benefits:• Monitor vehicle fleet's location and utilisation in real time• Optimise asset utilisation through effective planning and deployment of vehicle fleet• Improve customer experience with quicker delivery

Fleet Management

Manage customer service and seatcustomers more efficiently

Benefits:• Simplify queuing experience and boost customer satisfaction• Improve efficiency for order delivery• Streamline service operations and reduce business costs

Queue ManagementQUEUE No. Table No.

BACK-OF-HOUSE

FRONT-OF-HOUSE

Notify customers when orders are ready

Benefits:• Improve customer experience and minimise queueing• Improve service efficiency• Easy to deploy with no additional manpower

Wireless Self Collection

Manage end-to-end operations in kitchenfor order, inventory and resourcemanagement

Benefits:• Improve visibility on orders received for fulfillment• Streamline food preparation process and eliminate human error• Improve food quality and save manpower and ingredients• Improve customer experience with faster turnaround time

Kitchen Management

912

12

Getting Digital Economy ReadySTAGE 1

Improved Customer Experience, Optimised Operations

07

DIGITAL ROADMAP04Companies can automate repetitive, manual tasks with easy-to-implement solutions to improve customers' experience.

DIGITAL ROADMAP

FRONT AND BACK-OF-HOUSE

Perform sourcing, and buying of products through e-commerce platforms

Benefits:• Open up new markets to increase revenue• Digitalise purchasing, delivery and invoicing documents• Increase access to wider pool of suppliers• Enable paperless transactions and improve traceability and tracking

B2B e-Marketplace / e-Procurement

Analyse food trends, customer behaviour,and operations

Benefits:• Get insights for new business opportunities• Maximise sales and distribution strategy• Monitor channel / customer profitability• Streamline supply chain to respond quickly to market changes

Data Analytics Platform

Track resources and manage end-to-end kitchen operations through Internet-of-Things (IoT) solutions

Benefits:• Aggregate resources usage with eprocurement portal to streamline kitchen workflow and delivery• Improve visibility of temperature, air quality, and the environment that could compromise food safety• Provide capabilty for preventive maintenance

IoT-enabled Central Kitchen Management

Scaled Operations, Integrated Ecosystems

STAGE 2 Growing in the Digital Economy

Companies that are looking to scale up their business can make use of data analytics for insights to optimise operations and identify new opportunities.

08

04

Sensing / Video Analytics for Restaurant ObservationUnderstand customer behaviour and preferences, and staff service levelsthrough sensor and video analytics

Benefits:• Gain customer insights to make informed business decisions• Optimise F&B options by reviewing demographics, heat maps and customers' choices through sensor / video• Enhance service levels and customer experience

FRONT AND BACK-OF-HOUSE

Leaping Ahead STAGE 3

Global Markets, Intelligent Business

Companies can use advanced technology to level up their capabilities, break industry norms and capture global opportunities.

Benefits:• Unlock new opportunities and increase sales based on customer profile, product mix and service insights• Reduce food wastage through better sales forecasting• Optimise manpower to reduce costs

Predictive Ordering System Powered by AILeverage Artificial Intelligence (AI) to deliver insights on customer behaviour, service quality and operational efficiency

Immersive Training Using AR / VRFacilitate a realistic and effective on-the- job training in an augmented or virtual environment

Benefits:• Improve learning experience with ‘real’ immersive training• Provide risk-free environment for employees to learn and train• Reduce re-training costs

09

DIGITAL ROADMAP04

Restaurant Layout Optimisation Using AR / VR

Understand traffic flow patterns tooptimise space and capacity through ARand VR technologies

Benefits:• Improve restaurant layout to optimise restaurant space• Improve coordination among staffs in kitchen and dining area for more efficient operations• Reduce waiting time, improve consumer experience and increase customer retention

Leaping Ahead STAGE 3

Global Markets, Intelligent Business

F&B Preparation / Cooking RobotStreamline preparation processes through automation

Benefits:• Augment tight manpower and reduce costs• Increase efficiency in meal preparation• Ensure consistency in taste and quality of products

FRONT AND BACK-OF-HOUSE

Companies can use advanced technology to level up their capabilities, break industry norms and capture global opportunities.

10

DIGITAL ROADMAP04

Farm-to-Fork Trust Assurance

Use blockchain to provide secure end-to-end tracking of food supply

Benefits:• Ensure consistency in product quality• Secure products from counterfeiting• Build brand confidence with customers and market, facilitating entry into global markets• Provide insights on food traceability and safety

DIGITAL SKILLS NEEDED Digital skills are required for all job roles, to varying levels of proficiency. All job roles may require upskilling to support your digitalisation journey.

TECH BASICS COURSES TECH ADVANCED COURSES

Higher Proficiency Level Digital Skills

Training Mapped To the Skills Framework for Infocomm and Communications Technology (ICT)

Broad-Based Innovation Mindset and Digital Literacy / Awareness

SSG Funded Broad-based Courses – e.g. Skills Future for Digital Workplace

Solution-Specific User Level Digital SkillsVendor solution specific training

ALL USERSRequire broad-based digital

literacy and awareness

ADVANCED USERSRequire higher proficiency digital skills

QC Inspector

Outlet / ProductionManager

Baker / Barista /Chef / Sommelier

OperationsDirector

Central KitchenDirector

Service Crew /Guest Relations

11

05

DIGITAL SKILLS NEEDEDDigital Roadmap On Training

Training programmes aligned to Skills Framework and emerging areas under SkillsFuture Series

STAGE 1Getting Digital

Economy Ready

STAGE 2Growing in the

Digital Economy

STAGE 3Leaping Ahead

“Tech Advanced”Requires higher proficiency digital skills

• Hands-On Data Protection Officer Training

• Fundamentals of Data Analytics

• Understanding of IoT

• Data Analytics For Workplace

• Payments Made Easy

• Squared Online Certificate in Digital Marketing

• Automation & Digitalisation in Food Manufacturing

• UnderstandingIoT Analytics

• Smart IoT Basics

• Robotic Process Automation

• Introduction to Python Programming

• Data Science I

• Practical Foundations in AI with Python

• Blockchain Networks

Training Delivery: + Blended LearningClassroom

Training modules offered by Asian Culinary Institute (ACI)Training modules offered by TechSkills Accelerator (TeSA)Training modules that may be offered in future

Vendor Solution Specific Training

“Tech Basics”Requires broad-based digital literacy and awareness

Food Services Tech III: Leaping Ahead (1 day)• Introduction to Video Analytics

• Introduction to AR / VR Training

• Predictive Ordering powered by AI

• Farm-to-Fork Food Trust Assurance

• Introduction to Cooking Robots

SkillsFuture for the Digital Workplace (2 days)• Embracing the Digital Workplace

• Emerging Tech Trends in F&B and Hospitality

• Cybersecurity

• Introduction to Analytics

Food Services Tech II: Growing in the Digital Economy (1 day)• Unleashing Innovation

• B2B Marketplace / B2C e-Procurement

• Data Analytics Platform

• IoT-enabled Central Kitchen management

12

05

You will be supported at every stage of your digital journey, through three simple steps:GET STARTED TODAY06

• Make an appointment with a Business Advisor at your nearest SME Centre for digital advice, or be referred to the Principal Consultants at the SME Digital Tech Hub for more advanced digital needs.

• Contact Singapore Manufacturing Federation (SMF) for digital project managers who can help you implement your digital solutions.

13

How do you get started?

Where can you get help?

Is your business digital-ready?

Find out if you are digital-ready by using the IDP resources here or scan the QR code.

Visit the Tech Depot website to contact solution providers to purchase and implement digital solutions. If funding support is required, apply for Productivity Solutions Grant (PSG).

ADDITIONAL INFORMATION

For Individuals

Capability UpgradingDigital Roadmap (Training)https://www.aci.edu.sg

https://www.nyp.edu.sg/admissions/lifelong-learners/centre-for-industry-and-lifelong-learning.html

https://www.ite.edu.sg/wps/portal/pt.sfseries

Fundamentals for Future Economyhttp://www.skillsfuture.sg/digitalworkplace

Course Directoryhttp://www.skillsfuture.sg/credit

TechSkills Accelerator(TeSA)http://IMTalent.SG/TeSA

Career Facilitation

WSG’s Careers Connecthttp://www.wsg.gov.sg/career-services.html

e2i Centreshttps://e2i.com.sg/app/

For ICM Vendors SMEs Go Digitalhttps://www.imda.gov.sg/SMEsGoDigital Vendor Self-Assessment Checklisthttps://www.imda.gov.sg/industry-development/programmes-and-grants/small-and-medium-enterprises/smes-go-digital/icm-vendors

For SMEs

Digital SolutionsSMEs Go Digitalhttps://www.imda.gov.sg/SMEsGoDigital

Tech Depothttps://www.smeportal.sg/content/tech-depot/en/tech-solutions.html

Be Safe Online handbook https://www.csa.gov.sg/~/media/csa/documents/publications/be_safe_online/be_safe_online_handbook.pdf

Business Advisory & Digital ConsultancySMEs Centres managed by Trade Associations • Association of Small and Medium Enterprise (ASME)

• Singapore Chinese Chamber of Commerce & Industry (SCCCI)

• Singapore Indian Chamber of Commerce & Industry (SICCI)

• Singapore Malay Chamber of Commerce & Industry (SMCCI)

• Singapore Manufacturing Federation (SMF)

https://www.enterprisesg.gov.sg/contact

Enterprise Infoline: +65 6898 1800

SME Digital Tech Hubhttp://www.digitaltechhub.sg

Digital Project Management Serviceshttp://www.smfederation.org.sg/capability-capacity-development/project-management-services

This Digital Roadmap is part of the SMEs Go Digital Programme For programme information and feedback: https://www.imda.gov.sg/SMEsGoDigital

07

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The content of this guide is provided for informational purposes only and is correct as of Nov 2018

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