Table 4.

CATWOE analysis for R2A.

CATWOE	“Request to Answer”
C, Customers	City council, concession representative: waste management representative, water supply representative, etc.
A, Actors	Customer service center (GPR®) staff, Customer care online (CRN®) agent.
T, Trans-formation Process (Proposed)∗	Industrial communication channel based on IoT: ⁃ Provides the customer service center (GPR®) interface for a smart city when the smart city representation team (verified customer) visits the GPR® office; ⁃ Provides the customer care online (CRN®) interface for a smart city (for self-service); ⁃ The smart city representative can seek information pertaining to the product catalog; ⁃ The smart city representative initiates the high-level business requirements to be followed up. Managing contacts of a smart city: ⁃ Registering of the new customer type: IoT; ⁃ Each IoT-based company (smart city) has a unique customer ID that distinguishes existing customers; ⁃ Customer unique ID can be referred to the new MSISDN prefix number, separate from the existing (human) prefix number. Feasibility study team to manage the request: ⁃ Sources the internal expert team to support the customized request in terms of product specifications. ⁃ Provides an internal revenue forecast assessment and RoI that conjugates the advanced infrastructure investment management. ⁃ Offers the smart city solution proposal with detailed smart city investment BoQ, KPI, and terms of payment. TSP meets requests for technical documentation on IoT device connectivity: • Supply of the product catalog; • Service legal agreement (SLA) and quality of service QoS network usage by IoT devices; • The infrastructure is capable of guaranteeing SLA.
W, World View.	Managing new opportunities with the existing resources and constraints.
O, System Owners	The sales directorate in the TSP company.
E, Environ-ment and its limitations (constraints)	Quick time to offer (catalog, proposal, and installation expanded capacity), number of new customers (per product), customer request vs. causes over commit offers, ability to offer seamless services, standardization vs. individual offers, product complexity, quick requested handling time, how to measure customer satisfaction, availability of relevant information, availability of products and services at customer location, availability of contact center and channel office.