Table 10.

CATWOE analysis for C2S.

CATWOE	“Complaint to Solution”
C, Customers	City Council
A, Actors	CRN® agent, GPR® staff, Smart City Citizen.
T, Trans-formation Process (Proposed)∗	Industrial communication channel based on IoT: •TSP provides the CRN® and GPR® interface. •CRN® agent and GPR® staff can diffesrentiate the incoming report of problem and complaint. Ability to manage the customer report complaint: •Smart city complaints based on customer ID, that distinguish existing customers; •The marketing or solution team: maintain on problem resolution, problem report, decision to provide a discount, even escalate the complaint; •A PIC being available to communicate with smart city representatives. TSP ability to manage customer satisfaction: •Dedication marketing PIC, as a SPOC, to communicate with smart city representative. Managing the complaint report through social media: •The citizen can report the complaint through the TSP's official social media channel.
W, World View.	Manage customers from the industry, with the existing resources and constraints.
O, System Owners	Marketing directorate of the TSP company.
E, Environ-ment and its limitations (constraints)	Readiness of contact center office and channel lines, quick response to complains, quick solution/conclusion, the ratio of level resolution availability (level 1 through 4), how to measure customer satisfaction, how to manage customer relationship, utilize the relevant information for continuous improvement, persistent complaint elimination.