IMDA launched the Services 4.0 and Cloud-native initiatives in November 2018. “(We saw that) technology would not just be used to enhance the business, technology would be used to enhance the worker. Once the worker has been enhanced, then the worker has the ability to deliver even better services to the customer,” Heah explained.
To leverage on this insight, IMDA
decided to create a services framework that is global, have an
inclusive ecosystem and which would create new jobs for workers. He
explained that while services 1.0 is manual, services 2.0 would be
Internet-enabled, services 3.0 is mobile, and Services 4.0 would ride
on emerging technology, delivering a new level of end-to-end,
frictionless, anticipatory and emphathetic services.
An example of service evolution could
be that of a credit card transaction that is refused because the card
has reached its spending limit. In a services 1.0 scenario, the
credit card owner would write to the bank to increase the limit; call
the service centre to get the limit increased in services 2.0, and
increase the limit over the mobile phone under services 3.0.
In Services 4.0, however, the bank
would be able to tell that with the weekend coming up, its customers
are likely to spend more and come close to their credit card limits.
It would then contact the customer and suggest raising the credit
card limit even before any transactions have taken place.
IMDA found that cloud-native
architecture is a significant enabler for Services 4.0, delivering
cost effectiveness, scalability, accessibility and agility. Heah spoke
of a startup which registered as a company in March 2018 and was able
to launch services three months later after adopting cloud-native
architecture. This would not have been possible without cloud computing.
“Sales increased from the tens to the
thousands by the day. Cloud-native architecture allowed them to grow
very quickly,” he said.
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