La visión de Smart Nation de Singapur: Lecciones para aprender

Singapore’s Smart Nation Vision:
Lessons To Learn
Jeannie Chua
Senior Principal Consultant,
Transport & Digital Transformation
NCS Pte Ltd

About NCS
1981 1997 2002
200819991996
Corporatisation
of NCS
Formation
of NCB
Amalgamation of TAS &
NCB to form iDA
Merger of Aeradio
and NCS
Acquisition of
SCS
Acquisition of NCS
by Singtel
2012
Structured under Singtel Group
Enterprise, together with
Singtel Business
Group and Optus Business
As the principal IT solutions provider for the government over the past 20 years,
NCS has successfully implemented more than 3,000 large-scale, mission-critical, and multi-platform
projects for Singapore's government ministries and agencies.
2017
Acquisition of KAI square’s
IP assets for intelligent
video analytics and unified
platform technologies
Copyright© by NCS Pte Ltd. All rights reserved.

Our Market Leadership in ICT
1.Source: Gartner IT Services, Jun 2018
2.Market share is based on Singtel Group Enterprise’s overall performance
Together with Singtel,
we hold the #1 market share
in Singapore & #12 in APEJ
for IT Services
Singtel/NCS Ranking 2017
(by market share %)
#1 Government 33.8%
#1 Education 59.2%
#1 Healthcare Providers 18.5%
#1 Banking & Securities 15.7%
#2 Transportation 13.2%
#4 Comms, Media & Svcs 5.5%
APEJ Ranking (by market share %)
2016 2017
1 IBM 5.6% 5.1%
2 Samsung SDS 4.7% 5.0%
3 China Telecom 3.1% 3.3%
4 Deloitte 3.2% 3.3%
5 Accenture 3.0% 3.1%
6 TCS 2.7% 2.7%
7 PwC 2.5% 2.5%
8 KPMG 2.2% 2.3%
9 DXC 0.6% 2.3%
10 LG CNS 2.3% 2.2%
11 EY 2.0% 2.0%
12 Singtel / NCS 2.1% 2.0%
13 SK Holdings C&C 1.6% 1.6%
14 Fuji Xerox 1.6% 1.4%
15 HPE 3.6% 1.4%
Singapore Ranking (by market share %)
2016 2017
1 Singtel/ NCS 15.1% 15.1%
2 ST Engineering 7.0% 7.2%
3 Accenture 4.8% 5.0%
4 IBM 4.5% 4.2%
5 Deloitte 3.3% 3.5%
6 TCS 3.4% 3.4%
7 DXC 0.9% 2.7%
8 PwC 2.2% 2.3%
9 Hitachi 2.1% 2.0%
10 NEC 1.9% 1.9%
11 NTT Comms 1.9% 1.8%
12 EY 1.7% 1.8%
13 HCL 1.5% 1.6%
14 Wipro 1.9% 1.5%
15 KPMG 1.4% 1.5%

4
Our Unique Capabilities in enabling the Digital Economy
Integrated Capabilities to enable future Smart Cities
Airports of the
Future
Industrial Estates
of the Future
Ports of the
Future
Smart Enterprises
of the Future
Smart Mobility of
the Future
Smart Hospitals
of the Future
Safe & Secure
City of the Future
Telco 2.0
• 4G/5G
• Fibre & IoT Network
• HetNet
• Satellite
• Secured Wifi
• Small Cells
• Cloud DC
• XaaS
IT, Apps & Managed
Services
• Digitalisation
• Next Gen Managed Svcs
• Cyber & OT Security
Services
• Agile & Rapid Dev Ops
• Data Science &
Advanced Analytics
• Apps Modernisation
Technology:
• Own 56 Security IP
• IntelliSURF™
• Artificial Intelligence
• Konterra Social Analytics
• Amobee, Ad Tech
• 60+ Tech companies via
Innov8
• Cyber Security Corp Lab
• Cognitive & AI Corp Lab
Engineering:
• Robotics
• Edge Intelligence
• Autonomous Vehicles
• Embedded Systems
• Drones

5
Chatbots
Robotic
Process
Automation
AI, Machine
Learning
Immersive
Experience
Blockchain
Cognitive
Systems
IOT
New technology enablers will catalyse digital transformation to
enable organisations to innovate and achieve efficiency
Citizen/
Employee
Engagement
Operational
Efficiency
Innovation &
Growth
Desired Outcomes
Service &
Operating Model
Transformation
1
Business
Model
Reinvention
Business
Process
Optimisation
Digital
Operations
Management
Digitisation
2
3
4
5
Digital
TransformationFUTURE OF
WORK
SMAC

6
Our capabilities across the technology continuum to support Digital
Transformation & data-centric Smart City solutions
Cloud
security
Data
security
Cyber
Security
NW
Security
OT
Security
Physical
Security
Security
Smart City Applications
Suite of Smart
City solutions
Situational Awareness
NCS IntelliSURF™
improves situational
awareness
IntelliSURF™ - Intelligent Smart Nation Operating Platform
Data Fusion & Analytics
Strong capabilities in an
array of analytics
Geo Analytics
Advanced
Analytics
Brand
Intelligence
Machine
Learning/ AI
IOT Application Platform
Integrate with various IOT
management systems
Sensor
Management
Platform
Video
Management
System
Sensor
Application
System
Enterprise
System
Networks Network agnostic
Devices with
Embedded software
Sensors to monitor
environment and operation
NB
IoT

7
Public Safety Next-Generation Electronic
Road Pricing System
Smart Urban Infrastructure
Smart Education Campus
Core & Digital capabilities
Telco, Video,
Social & Customer
Data Analytics
Cloud InfrastructureCyber Security
& OT Security
Sensors & IOT
Management
AI, Machine
Learning, RPA
Geographic
Information System
Pharmacy Robotic Dispensary
Proven Track Record of Smart City and Digital Transformation Projects
Citizen Engagement with
Smart Apps
RPA, Service & ChatbotsCyber Defence for
Enterprises
Leader MQ

Video (1:20min) : What makes a Smart Nation
(Published on 18Aug2017)

Today, macro demands and supply drivers are driving the interests and impetus
to deliver the promises of Smart City
…
Safer & More Secured
Community
Better Decisions &
Improved Efficiency
Greater
Sustainability
Enhanced Citizenry
Engagement
Promises of Smart City
MACRO DEMANDS
Rapid urbanization led to
increased demand for basic
necessities
Strong economies increased impetus
for efficient, quality lifestyle
Increased security &
safety threats
Aging population /
Low child birth rates
SUPPLY DRIVERS
Governments are setting Smart City
initiatives as high priorities
in national strategies
Global ICT players are positioning
& responding with Smart City
solutions
Emerging technologies are gaining
acceptance and offering new
innovative solutions

Tracing Singapore’s Smart Nation Masterplanning Journey
Focus moved from electronic Gov (eGov)
to integrated Gov (iGov) to connected Gov
2015: InfoComm Media 2025
2016: Sustainable Singapore Blueprint
…
2014: Smart Nation Initiatives
https://www.smartnation.sg/
Vision: Digital to the Core, and Serves with Heart
2018: Digital Government Blueprint
2017: Industry Transformation Maps

Tracing Singapore’s Smart Nation Masterplanning Journey
2015: InfoComm Media 2025
2016: Sustainable Singapore Blueprint
Focus moved from electronic Gov (eGov)
to integrated Gov (iGov) to connected Gov
…
2014: Smart Nation Initiatives
Vision: Digital to the Core, and Serves with Heart
2018: Digital Government Blueprint
2017: Industry Transformation Maps

Video (1min): Smart Nation Singapore- Many Smart Ideas, One Smart Nation
(Published on 28Dec2016)

Some of the Smart Nation Initiatives …

Video (6:13min) : Sustainable Singapore Blueprint- What if
(Published on 29Sep2016)
Video (4:20min): Building a Smart, Sustainable and Resilient Singapore
(Published on 22Jul 2014)

Copyright© by NCS Pte Ltd. All rights reserved.https://www.mti.gov.sg/MTIInsights/SiteAssets/Pages/ITM/Images/Fact%20sheet%20on%20Industry%20Transformation%20Maps%20-
%20revised%20as%20of%2031%20Mar%2017.pdf

Industry Transformation Map (ITM)
Ministry of Trade and
Industry Singapore
S$4.5 billion Industry Transformation Programme, roadmap
development to address issues within each industry and deepen
partnership with different stakeholders
Produce relevant policies which help
industry to further develop in Singapore
Objectives (Aviation for illustration)
• To enable the air transport sector to maintain its lead
through R&D using the airport as a test-bed for technology
development
• Terminal 5 offers us a window in the next few years to
rethink our airport. NRF and CAAS will develop an R&D
programme to transform the air transport sector
Smart Gateway / System of Systems
Personalised Travel Experience
Seamless Ground Operations
Source: https://www.mti.gov.sg/MTIInsights/SiteAssets/Pages/ITM/Images/CAAS%20Media%20Release%20-
%20CAAS%20UNVEILS%20PLANS%20TO%20TRANSFORM%20SINGAPORE%20AVIATION.pdf

Digital Government Blueprint
June 2018
https://www.tech.gov.sg/Digital-Government.../Digital-Government-Blueprint

A Smart Nation requires core strategic pillars to deliver the promises of a smart
city to key vertical domains
1
2
3
4
5
Strategic Pillars
Inclusive application of smart
systems
Pervasive, secured and agile
Infrastructure
Pool of skilled resources in new
technologies
Vibrant eco-system of innovative
think-tank
Community of research and
development capabilities
1
2
3
4
5
Key Vertical Domains
of Smart Nation
Smart Habitat
Urban City
Planning
Smart
Transport
Municipal
Services
Smart
Healthcare
Safety &
Security

Smart Businesses/Facilities/Homes
Smart Campus
Smart Communities/Towns
Smart Cities
▼ Connected Schools
for borderless and self-
directed learning
▼Eco-Parks that
sense and respond
▼24/7 healthcare with pre- and post-
care services and digital hospital
▼ The start of a
comfortable day with
personalized route planning
▼ Smart commuting with
sensing and real-time
traffic data
▼ Efficient and Collaborative work
eco-system
▼ Lively Communities
through crowd sharing
and crowdsourcing
▼Predictive Policing as emergencies are
prevented before they happen
▼Smart home
that orders and
fills up your fridge
Social Infrastructure

Enabling Smart Nation by equipping decision makers with a platform that
provides holistic views at various levels
WOG MOTNHG
LTA
MPA
MEWR
MHA
HPB
SPF
SCDF
NEAPUB
Level 1
Level 1
Level 2
Level 2
Level 3
HSA
ICA
Level 3
Level 0 Level 1 Level 2Level 2 Level 3
H1
H2
S2
S3
S1 S2 S3 S1 S2
S3
S1
L2
L1
L3
T2
T1
P3
P1
P2
E2
E1E3E1 E2
H3
H1
H2
H1
H2
H3
T3H3
E3
Level 3
MOH
Level 1
CAAS
Heightened
Situation
Awareness
Enhanced
Situation
Management
Higher
Operational
Efficiency
Improved
Citizenry
Engagement

Strong Focus on Customer Centricity
Mapping customer journeys, adopting innovative design-thinking methods, and personalised UX/UI designs
FRONTEND
DIGITAL FUTURE . DIGITAL MOMENTS
Register Care@Home
Pay
Collect Medication
iPharm
Business Outcome: Customer Intimacy
Schedule Visit
Customer’s Experience
Arrive
Consult
1. Digital
Planning
• Business
Insights
• Digital Maturity
Review
• Customer
Digital Journeys
• Ideation
• Digital Blueprint
• Business Model
• Change Mgt
Plan
Your digital
journey
starts here
4. Digital Enablement
• SMAC+I Solution Enablement
• End-to-end Digital Integration
• ICT/OT & Telco Infrastructure Impln
3. Rapid Prototyping
• Digital Experience Design
• Technical Feasibility Testing
2. Process Automation
• LEAN Processes
• Robotic Process Automation
Analytics
& AI
Digital
Technologies
Cyber-
Security
Internet of
Things
Social
Media
Mobility Cloud
Business Outcome: Operational Excellence
BACKEND
Employee’s Experience
Plan Ops
Manage Crowd & Security
Track Asset Real-time
Manage Medication
Manage Queue & Payment
Care for Patient
Anytime, Anywhere
…

26
Purpose of XXX Personas
Ethnographic research to understand selected user profiles
Create Smart Services that enable desired user experiences in XXX
Demographics and Narrative
Demographic information and
narrative lend personality and
relatability to each persona, providing
a starting point for the users’ journeys.
Pain-points
Understanding pain-points is crucial to
meeting users’ needs, resulting in
enhanced experiences. As much as
possible, Smart Services shall address
these pain-points.
Goals
Goals allow understanding of users’
desired outcomes and intentions. They
also provide insights on the possible
future outlooks of each persona.
Activities in XXX
Having a concept of the different
activities each persona engages in is
important for the creation of Smart
Services that are contextual and relevant.
For illustration

Summary of Takeaways
Qualifier: Singapore is small. We are a city and also a nation.
1. Adopt and promote a service innovation culture - dare to dream, plan, fail and try again.
SMART is ….
2. Think BIG, start small and scale up - carry out POCs, conduct pilot/testbed (e.g. for one district).
Build on each SMART step taken. E.g. Singapore ‘s physical fibre-broadband infrastructure and high-speed broadband mobile
internet connectivity provides the foundation. Now we work on the back-end, whole-of-nation enabling systems, to fully
exploit these new technologies to create game-changing exciting new businesses and jobs, and to allow our citizens to enjoy
access to public and private sector services in new ways that make a real difference to our daily lives (e.g. Moments of Life)
3. Smart city projects usually involve multiple stakeholders. Set up good governance to manage the initiatives, collaboration with
network of partners and build capabilities of team(s). Be clear of the mission of a Smart Nation.
4. Establish the standards for adoption, e.g. connectivity, data, in the Smart Nation programme.
Where necessary, work with standards bodies (e.g. ICAO, IATA for aviation) to add new standards for the Smart Nation.
5. Implement outcome-focused procurement processes, i.e. to be measured by service level standards.
6. Start the change management process early to avoid having people/business being left behind.
7. Cybersecurity threats are real. Practise security by design.
Plan also for joint exercises with local and international partners, for example with global financial hubs to share experiences
and raise our systemic capabilities to deal with cyber incidents and emergencies.
8. Think long-term. Bring the next generation of people into the Smart Future. E.g. Expose our younger generation to digital
technologies and learn software coding as part of capability development.

Thank You
Jeannie Chua,
Senior Principal Consultant,
Transport & Digital Transformation
NCS Pte Ltd

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La visión de Smart Nation de Singapur: Lecciones para aprender