Table 7.

CATWOE analysis for R2C.

CATWOE	“Request to Change”
C, Customers	City council, concession representative: waste management representative, water supply representative, etc.
A, Actors	GPR® staff, CRN® agent, IT operation staff (IoT expert), network operation staff (IoT expert), Integrated Operation Center (IOC) Staff
T, Trans-formation Process (Proposed)∗	Industrial communication channel based on IoT: •TSP provides the interface of the GPR® for a smart city when the smart city representation team (verified customer) visits the GPR® office; •TSP provides the CRN® interface for the smart city (for self-service). Ability to receive and process the service request: •The CRN® self-service as a part of the CRM application needs to be upgraded to manage the new type of customer; •Customer call agent behind the CRN® (24 × 7 on-call support) can manage the service request from a smart city; •GPR® staff can manage the service change request; GPR® staff tracks the service order progress and communicates with smart city representative and technical expert: •Monitoring the change as requested by the customer; •Conveying the billing charge for the change.
W, World View.	Manage change request, with the existing resources and constraints.
O, System Owners	The related directorate of the TSP company.
E, Environ-ment and its limitations (constraints)	How side effects of the changes made can be avoided, how the difficulty level of the changes made should be categorized, very short time between change requests and service usage, how changes to the various product elements should be made, period from termination, time taken to handle change requests/orders, ability to deliver seamless services, opportunities for cross- or up-selling.