Table 9.

CATWOE analysis for P2S.

CATWOE	“Problem to Solution”
C, Customers	•City council, concession representative: waste management representative, water supply representative, etc.; •The IOC department monitors TSP network services.
A, Actors	GPR®, virtual assistance (VRN®), IT Operation Staff (IoT expert), network operation staff (IoT expert), T-Apps, IOC staff.
T, Trans-formation Process (Proposed)∗	Industrial communication channel based on IoT: •TSP provides the CRN®, GPR®, and VRN® interface for smart city; •CRN® agent, GPR® staff, and VRN® can distinguish the problem and complaint report; •Customer call agent behind the CRN® (24 × 7 on-call support) can manage the problem report from a smart city; •The GPR® staff (in the GPR® office) can manage the problem report from a smart city. Mobile apps T-Apps show the problem status: •Ability to observe the dashboard: problem report and resolve handling progress status Ability to manage the customer problem report: •Based on unique customer ID, high-level problem description logging, problem contact representative; •The report problem is based on the customer ID that distinguishes existing customers; •TSP has the internal technical operations team to carry out problem resolution and problem reporting; •Trouble ticket (TT) problem management for cross industries is operated via CRM. Ability to manage the SLA: •IOC has the commercial/production service monitoring dashboard for IoT-based customers; •Monitor and escalate problems to avoid penalties; •Dedicated PIC from IoT as a single point of contact (SPOC) for communication with the smart city representative and internal operation team. Ability to manage the IOC report problem: •Connected network of smart city is realtime monitored by the network monitoring service platform; •IOC staff can raise an internal TT; •The internal operation team follows up on problem resolution as well as report, until closes the TT; •Initiate reporting the problems currently occurring in the network to the smart city team.
W, World View.	Manage customers from the industry, with the existing resources and constraints.
O, System Owners	The related directorate of the TSP company.
E, Environ-ment and its limitations (constraints)	Readiness of contact center office and channel lines, quick response time after trouble/incident, quick time to solution/conclusion, readiness ratio of level resolution (level 1 to 4), how to measure the customer satisfaction, how to manage the customer relationship, utilize the relevant information for continuous improvement, problem persistent elimination.