ISS Service Innovation Leadership Seminar, 28 March - "Service Innovation Trends" by Stuart Smith, Chief of Service Innovation, NUS-ISS

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Service Innovation Seminar
Trends In Service Innovation
Stuart Smith – Chief Service Innovation
Institute of Systems Science, National
University of Singapore
March 2014

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People & Technology & Markets

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TECHNOLOGY

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Source: http://www.ida.gov.sg/Infocomm-Landscape/Facts-and-Figures/Telecommunications
…Singapore’s mobile penetration rate of 100% plus indicates many individuals have multiple
phone contracts…
Mobile Digital Revolution

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Mobile Digital Revolution

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Mobile Digital Revolution

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Source: http://www.ida.gov.sg/Infocomm-Landscape/Facts-and-Figures/Infocomm-Usage-Households-and-
Individuals.aspx
50% of the Singapore population are ‘online shoppers’…
Mobile Digital Revolution

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Customers Have Access To Instant
Information

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Customers Expect Transparency

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They Can Achieve It Anyway!

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Era of Omni-Channel
• Multi-Channel era to
Omni-Channel era
• Seamless service across
channels
• John Lewis – Over
$20bn sales in 2013
• “omni-channel
capability and
innovation has been
the key to success”.

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MARKETS

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New Service Business Models

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Changing Context of Service
Delivery Models

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Disintermediation & Re-
intermediation

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PEOPLE

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Source: PMO. Population White Paper. 2013. ‘A Sustainable Population for a Dynamic
Singapore’.
Two-thirds of Citizens will hold Professional, Managerial,
Executive and Technical (PMET) jobs in 2030, compared
to about half today…
Numbers of Professional, Managerial, Executive
and Technical (PMET) and Technician and
Associate Professional (TAP) jobs will grow…
MTI Occasional Paper. On Population And Economy
Changing Workforce

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Enhanced Service Skills

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Service Design Skills

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Org Design & Job Redesign
Enlargement
Enrichment &
Enlargement
Elimination Enrichment
Job Redesign

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Digital Service Literacy
• Digital Understanding
• Data Science & Service
Analytics
• Data & Information
Security
• Service Understanding

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Service
Excellence
Service
Innovation
Experience
Design
Customer
Service
Interaction