Business Process Reengineering at ICT Operations, In Managing Smart Cities as New Customers (Non-Human)

TELCO is an information communications technology (ICT) company that has a typically high cost, especially for the provisioning and maintenance of its infrastructure. The emergence of over-the-top (OTT) media services, which do not make expensive infrastructure investments, such as the WhatsApp® and Zoom® applications that are now massively being used, has resulted in many TELCO services becoming obsolete. This phenomenon occurs because OTT is pragmatically able to substitute similar services. Reflecting on the capabilities of connectivity and coverage, TELCO needs to create a new market by paying special attention to smart cities that are constructed from massive devices with internet connections. The current TELCO operational business model is based on human customers, whereas smart cities are a multi-service digital (non-human) city council, so a new business process is required to manage smart city (non-human) customers. This research presents the transformation of business processes in the customer domain in the complex systems operations of a TELCO company. The research novelty is the business process reengineering (BPR) method combined with soft systems methodology (SSM) and enterprise knowledge development (EKD) to define, map, model, and project a new business process. The result of this research is an enterprise architecture (EA) "request to answer" model for managing new smart city customers. In the end, it is expected to increase TELCO’s competitiveness.