Service sector

Improved SITP program to further assist Singapore’s service industry to recover and optimize business processes

Beyond prioritizing recovery, companies also need to take the next step to understand new consumption patterns and embrace innovation to boost their competitiveness.

Singapore is poised to make significant progress in transforming the service sector as the industry’s guiding framework has been improved, reducing project duration, providing dedicated business facilitators and easing the processing process. identification of problems.

Launched in September 2019 by the Singapore Productivity Center (SGPC) and Workforce Singapore (WSG), the Service Industry Transformation Program (SITP) aims to equip companies in Singapore’s service sector with the tools and techniques needed for their transformation projects in a context of an aging workforce. and changing career aspirations.

Through the program, participating companies have access to service design tools to develop their service delivery model and the job redesign techniques needed to catalyze their business transformation. This includes transforming operations to streamline work processes and redesigning jobs to improve productivity and make it more attractive to workers, resulting in a better customer experience.

Since its introduction, the SITP has helped more than 60 companies redesign their business processes and roles to become more productive and “labour efficient”.

However, many companies still face challenges in implementing service and jobs transformation projects addressing immediate workforce challenges and prioritizing sales recovery given the coronavirus pandemic. COVID-19. Beyond prioritizing recovery, companies also need to take the next step to understand new consumption patterns and embrace innovation to boost their competitiveness. This is particularly the case for the lifestyle sector, including food services, retail, MICE, attractions and tours and travel, which have been heavily impacted over the past two years. .

To further assist these companies in their recovery, WSG and SGPC have simplified and improved the structure of the SITP program, detailed below:

Project duration reduced by approximately 50%

When it first launched before the pandemic, companies had 30 weeks to complete the program. The duration has now been halved from the original timeframe, and businesses can now expect to complete the transformation journey in 15 weeks.

Dedicated facilitators tagged to each company

With a new project duration, dedicated facilitators will be introduced to support and collaborate with the (participating) company in the early stages of the program. Facilitators will be on hand to conduct the fieldwork, including client interviews, surveys and process mapping for example, and ensure the research is completed within the shortened time frame.

Streamlined problem identification process

Participating companies will receive a list of best practices arising from the COVID-19 pandemic and the implementation of solutions to address challenges in this sector. This will help them identify the main problem statement sooner, incorporate steps to minimize process redundancies, and optimize resources to better achieve their business goals. Some of these predefined issues include optimizing processes, increasing productivity, and reducing working hours.

In addition to the existing iteration of two tracks – the service design track to improve service delivery and the digitization track to embrace digital transformation – additional tracks such as “food delivery operations” and “marketing” have been added.

Commenting on the refined SITP, Minister of Labor Tan See Leng, in a Facebook post, drew attention to the streamlined and improved SITP, and urged companies to check out the menu of predefined solutions to optimize business processes.

Program structure

According to further details provided by the SGPC and the WSG, the program will be divided into three phases over the 15 weeks.

The first phase will focus on classroom training conducted by SGPC for senior managers and key personnel to be trained to assess business performance, identify areas for improvement and establish a roadmap for their projects.

In the second phase, on-site business facilitation will enable SGPC consultants to support on-site personnel to undertake productivity improvements in their immediate work environment.

The final phase will involve post-implementation reviews to assess the productivity project and review any improvements leading to greater business competitiveness and lean workforce growth. SGPC will also share relevant government grants that companies can potentially tap into.


Reiterating the eligibility requirement, SGPC and WSG note that all businesses in the lifestyle sectors (i.e. food services, retail, hospitality, MICE, attractions, tours and travel) that are legally registered or incorporated in Singapore, with a Unique Entity Number (UEN) registered with ACRA are eligible to apply. Skillsfuture Enterprise Credit (SFEC) eligible employers may also qualify for additional grants under the program.


Fees and financial support under the program are as follows:

Main Image / 123RF
Table / WSG

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