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
01 OUR FOOD SERVICES INDUSTRY
The 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.

~7,000 4.5%
of Singapore’s
establishments
total workforce

contributed to
0.8 %
of Singapore’s
ORDER
FOOD
DELIVERY
GDP

Source: Singapore Department of Statistics (2016)

01
01 OUR FOOD SERVICES INDUSTRY
Food Services Sub-Sectors

36%
Restaurants

19%
Cafes and Coffee
Houses, Snack Bars
and Food Kiosks

ESTABLISHMENT
SHARE

14%
Food Courts,
Coffee Shops
and Eating
Houses

31%
Others (including Fast
Food, Food Caterers,
Canteen, Pubs, Bars
and Others)

Source: Singapore Department of Statistics (2016)

02
02 TRENDS IMPACTING
FOOD SERVICES INDUSTRY

Increasing
Rising Cost Consumer
Of Business Demand
driving the need for Slowing Pace
existing formats to be
Of Local For Options
more operationally resulting in the need
efficient Workforce for alternatives that
Growth provide convenience
and affordability
urging companies to
redesign jobs through the
use of technology

INDUSTRY TRANSFORMATION MAP

The 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 Click here or Scan this
competitive, companies will need to embrace changes at both the front QRcode for more details
and back-of-house. on the Food Services ITM

03
03 SME S GO DIGITAL
Aligned 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.

Is your business
digital-ready?
Find out using the Industry Digital
Plan (IDP) for your sector.

How do you get

started?
Take up pre-approved solutions
with grant support.
www.imda.gov.sg/SMEsGoDigital

Where can you

get help?
Consultancy Services Project Management
(SME Digital Tech Hub) Services

Pre-Approved Solutions Government Grants

(e.g. Productivity
Solutions Grant - PSG)

SMEs Go Digital comprises the following:

Industry Digital Plan (IDP) Pre-Approved Solutions

Guide on digital solutions and Proven SME-friendly digital solutions
training required for each stage of pre-approved by IMDA to meet your business
your business growth. needs. Government grants such as
Productivity Solutions Grant (PSG) are
available for the adoption of these solutions.
Consultancy Services
(SME Digital Tech Hub)
Expert advice you can tap on to Project Management Services
transform your business with digital Project managers with expertise to support
technologies. you in implementing the digital solutions.

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

STAGE 1 STAGE 2 STAGE 3

Getting Digital Growing in the Leaping Ahead
Economy Ready Digital Economy
Improved Customer Experience, Scaled Operations, Global Markets,
Optimised Operations Integrated Ecosystem Intelligent Business

FRONT-OF-HOUSE FRONT AND FRONT AND

BACK-OF-HOUSE BACK-OF-HOUSE
Digital / Online
Food Ordering Sensing /
B2B e-Marketplace Video Analytics
/ e-Procurement for Restaurant
Digital Payment Observation

e-Loyalty / Predictive
Customer Data Analytics Ordering System
Relationship Platform powered by AI
Management
Automated IoT-enabled Immersive
Reservation Central Training using
Kitchen AR / VR
12 Wireless Self Management
Collection
12
9

F&B Preparation
QUEUE No. Table No.

Queue
Management / Cooking Robot

BACK-OF-HOUSE Farm-to-Fork
Food Trust
Assurance
Kitchen
Management
Restaurant
Layout
Fleet Optimisation
Management using AR / VR

FUNDAMENTAL BUSINESS CAPABILITIES

Resource Management (including Enterprise Planning, Human Resources /
Staff Appraisal, Payroll, Contract and Quotation, Digital Invoicing, Inventory Management)

Abbreviations
AI – Artificial Intelligence B2B – Business-to-Business VR – Virtual Reality
AR – Augmented Reality IoT – Internet of Things

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

05
04 DIGITAL ROADMAP
Companies can automate
Getting Digital
STAGE 1
repetitive, manual tasks with
Economy Ready easy-to-implement
to improve
solutions
customers'
Improved Customer Experience, Optimised Operations experience.

FRONT-OF-HOUSE

Digital / Online Food Ordering

Allow customers to order Benefits:
food for dine-in, take-out • Streamline order taking
or home delivery with processes to reduce waiting time
chatbot, mobile, digital • Optimise manpower
kiosk or QR code • Eliminate ordering errors

Digital Payment
Allow different payment Benefits:
modes, such as mobile • Streamline payment processes
and online payment, to reduce waiting time
for customers • Allow multiple payment methods
• Reduce transaction costs

e-Loyalty / Customer Relationship Management

Manage customers Benefits:

with 360 degree view • Enhance engagement, retention
to drive retention and and spend of customers
customer loyalty • Open up feedback channel for customers
• Reward loyal customers

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

06
04 DIGITAL ROADMAP
Getting Digital Companies can automate

STAGE 1 Economy Ready

repetitive, manual
easy-to-implement
to improve
tasks with
solutions
customers'
Improved Customer Experience, Optimised Operations experience.

FRONT-OF-HOUSE

Wireless Self Collection

Notify customers Benefits:
when orders are • Improve customer experience
ready and minimise queueing 12
12

• Improve service efficiency 9

• Easy to deploy with no additional

manpower

QUEUE No. Table No.

Queue Management
Manage customer Benefits:
service and seat • Simplify queuing experience
customers more and boost customer satisfaction
efficiently • Improve efficiency for order delivery
• Streamline service operations
and reduce business costs

BACK-OF-HOUSE
Kitchen Management
Manage end-to-end Benefits:
operations in kitchen • Improve visibility on orders
for order, inventory received for fulfillment
and resource • Streamline food preparation process

management and eliminate human error

• Improve food quality and save manpower
and ingredients
• Improve customer experience with faster
turnaround time

Fleet Management
Provide real time Benefits:
visibility of vehicles' • Monitor vehicle fleet's location and
locations utilisation in real time
• Optimise asset utilisation through
effective planning and deployment
of vehicle fleet
• Improve customer experience with
quicker delivery
07
04 DIGITAL ROADMAP
Companies that are looking to scale
Growing in the up their business can make use of
STAGE 2 Digital Economy data analytics for insights to
optimise operations and identify
new opportunities.
Scaled Operations, Integrated Ecosystems

FRONT AND BACK-OF-HOUSE

B2B e-Marketplace / e-Procurement

Perform sourcing, Benefits:
and buying of • Open up new markets to increase revenue
products through • Digitalise purchasing, delivery and

e-commerce invoicing documents

• Increase access to wider pool
platforms
of suppliers
• Enable paperless transactions and
improve traceability and tracking

Data Analytics Platform

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

IoT-enabled Central Kitchen Management

Track resources and Benefits:
manage end-to-end • Aggregate resources usage with
kitchen operations eprocurement portal to streamline
through kitchen workflow and delivery
• Improve visibility of temperature,
Internet-of-Things
air quality, and the environment
(IoT) solutions
that could compromise food safety
• Provide capabilty for preventive
maintenance

08
04 DIGITAL ROADMAP
Leaping Companies can use advanced
STAGE 3 Ahead technology to level up their
capabilities, break industry norms
and capture global opportunities.
Global Markets, Intelligent Business

FRONT AND BACK-OF-HOUSE

Sensing / Video Analytics for Restaurant Observation

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

Predictive Ordering System Powered by AI

Leverage Artificial Benefits:
Intelligence (AI) to • Unlock new opportunities and increase
deliver insights on sales based on customer profile,
customer behaviour, product mix and service insights
• Reduce food wastage through
service quality and
operational efficiency better sales forecasting
• Optimise manpower to reduce costs

Immersive Training Using AR / VR

Facilitate a realistic Benefits:
and effective on-the- • Improve learning experience
job training in an with ‘real’ immersive training
augmented or virtual • Provide risk-free environment for
environment employees to learn and train
• Reduce re-training costs

09
04 DIGITAL ROADMAP
Leaping Companies can use advanced
STAGE 3 Ahead technology to level up their
capabilities, break industry norms and
capture global opportunities.
Global Markets, Intelligent Business

FRONT AND BACK-OF-HOUSE

F&B Preparation / Cooking Robot

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

Farm-to-Fork Trust Assurance

Use blockchain to Benefits:
provide secure • Ensure consistency in product quality
end-to-end tracking • Secure products from counterfeiting
• Build brand confidence with customers
of food supply
and market, facilitating entry into
global markets
• Provide insights on food traceability
and safety

Restaurant Layout Optimisation Using AR / VR

Understand traffic Benefits:
flow patterns to • Improve restaurant layout to
optimise space and optimise restaurant space
capacity through AR • Improve coordination among staffs in kitchen
and VR technologies and dining area for more efficient operations
• Reduce waiting time, improve consumer
experience and increase customer retention

10
05 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.

ALL USERS ADVANCED USERS

Require broad-based digital Require higher proficiency digital skills
literacy and awareness

TECH BASICS COURSES TECH ADVANCED COURSES

Broad-Based Innovation Mindset Higher Proficiency Level Digital Skills

and Digital Literacy / Awareness
Training Mapped To the Skills Framework for
SSG Funded Broad-based Courses – Infocomm and Communications Technology (ICT)
e.g. Skills Future for Digital Workplace

Solution-Specific User Level Digital Skills

Vendor solution specific training

Baker / Barista / Service Crew / QC Inspector

Chef / Sommelier Guest Relations

Operations Central Kitchen Outlet /

Director Director Production
Manager

11
05 DIGITAL SKILLS NEEDED
Digital Roadmap On Training
STAGE 1
Getting Digital
Economy Ready
“Tech Basics” SkillsFuture for the
Requires broad-based Digital Workplace
digital literacy and (2 days)
awareness
• Embracing the
Digital Workplace
• Emerging Tech Trends
in F&B and Hospitality
• Cybersecurity
• Introduction to Analytics
Vendor Solution Specific Training
• Hands-On Data
“Tech Advanced” Protection Officer
Requires higher Training
proficiency digital skills
• Fundamentals of
Data Analytics
• Understanding of IoT
• Data Analytics
For Workplace
• Payments Made Easy
Training programmes aligned to Skills Framework and emerging areas under SkillsFuture Series
Training Delivery:
STAGE 2 STAGE 3
Growing in the Leaping
Digital Economy Ahead
Food Services Tech II: Food Services Tech III:
Growing in the Digital Leaping Ahead
Economy (1 day) (1 day)
• Unleashing Innovation • Introduction to
Video Analytics
• B2B Marketplace /
B2C e-Procurement • Introduction to
AR / VR Training
• Data Analytics Platform
• Predictive Ordering
• IoT-enabled Central
Kitchen management powered by AI
• Farm-to-Fork Food
Trust Assurance
• Introduction to
Cooking Robots
• Squared Online Certificate • Robotic Process
in Digital Marketing Automation
• Automation & • Introduction to Python
Digitalisation in Programming
Food Manufacturing
• Data Science I
• Understanding
IoT Analytics • Practical Foundations
in AI with Python
• Smart IoT Basics
• Blockchain Networks
Training modules offered by Asian Culinary Institute (ACI)
Training modules offered by TechSkills Accelerator (TeSA)
Training modules that may be offered in future
Classroom + Blended Learning
12
06 GET STARTED TODAY
You will be supported at every stage of your digital journey, through three simple steps:

Is your business
digital-ready?

Find out if you are digital-ready by using the IDP

resources here or scan the QR code.

How do you get

started?

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).

Where can you

get help?

• 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
07 ADDITIONAL INFORMATION

For SMEs For Individuals

Digital Solutions Capability Upgrading
SMEs Go Digital Digital Roadmap (Training)
https://www.imda.gov.sg/SMEsGoDigital http://www.aci.edu.sg
Tech Depot https://www.nyp.edu.sg/admissions/life
https://www.smeportal.sg/content/tech-depot/ long-learners/centre-for-industry-and-life
en/tech-solutions.html long-learning.html

Be Safe Online handbook https://www.ite.edu.sg/wps/portal/pt.sfseries

https://www.csa.gov.sg/~/media/csa/
documents/publications/be_safe_online/ Fundamentals for Future Economy
be_safe_online_handbook.pdf http://www.skillsfuture.sg/digitalworkplace

Business Advisory & Digital Consultancy Course Directory

http://www.skillsfuture.sg/credit
SMEs Centres managed by Trade Associations
• Association of Small and Medium TechSkills Accelerator(TeSA)
Enterprise (ASME) http://IMTalent.SG/TeSA
• Singapore Chinese Chamber of Commerce
& Industry (SCCCI) Career Facilitation
• Singapore Indian Chamber of Commerce WSG’s Careers Connect
& Industry (SICCI) http://www.wsg.gov.sg/
• Singapore Malay Chamber of Commerce career-services.html
& Industry (SMCCI) e2i Centres
• Singapore Manufacturing Federation (SMF) http://e2i.com.sg/app/

https://www.enterprisesg.gov.sg/contact-info/ For ICM Vendors

overview
SMEs Go Digital
Enterprise Infoline: +65 6898 1800 https://www.imda.gov.sg/SMEsGoDigital

SME Digital Tech Hub Vendor Self-Assessment Checklist

http://www.digitaltechhub.sg
Digital Project Management Services
http://www.smfederation.org.sg/capability-capa
city-development/project-management-services
https://www.imda.gov.sg/-/media/imda/files/in
dustry-development/small-and-medium-enterpri
ses/smes-go-digital/vendor-self-assessment-che
cklist_food-services-20181003.zip

This Digital Roadmap is part of the SMEs Go Digital Programme

For programme information and feedback: https://www.imda.gov.sg/SMEsGoDigital

14
 sgdigital.sg

twitter.com/IMDAsg

facebook.com/IMDAsg

youtube.com/IMDAsg

enterprisesg.gov.sg

The content of this guide is provided for informational

purposes only and is correct as of Nov 2018