• The SIGMA-IT project, sponsored by the Information and Communication Technologies Service (SerTIC) and developed by Foqum Analytics, optimizes incident resolution and automates repetitive tasks
• The pilot initiative was carried out through the Valencia Urban Sandbox as a GovTech challenge organized by Valencia Innovation Capital

The Valencia City Council continues to promote innovation aimed at improving public services through the development of SIGMA-IT (Intelligent IT Fault Management and Modeling System), an artificial intelligence-based solution that optimizes the management of IT incidents reported by municipal staff, reducing response times, automating processes, and improving service quality.

The project, sponsored by the Information and Communication Technologies Service (SERTIC) in collaboration with València Innovation Capital through its GovTech challenges, was developed by the company Foqum Analytics, and originated following the launch of a public innovation challenge in March 2025 to address one of the administration’s main internal challenges: making the management of technology-related incidents more efficient and providing faster and more effective support to users.

Paula Llobet, Councilwoman for Innovation, emphasized that innovation “also involves improving the internal operations of the administration to provide better public services. “With SIGMA-IT, we’re applying artificial intelligence to an everyday process that affects hundreds of municipal employees, resulting in a more efficient, more agile administration that’s better prepared to respond to citizens’ needs.”

Artificial Intelligence to Automate and Anticipate Incidents

SIGMA-IT incorporates various artificial intelligence-based features to improve the entire IT incident management cycle. Among these is an intelligent self-service system that allows users to resolve the most common incidents on their own without the need for technical intervention, thereby reducing the workload on support teams.

In addition, the platform automates the classification and prioritization of incidents based on their complexity and the technical expertise required to resolve them, reducing manual errors and streamlining the assignment of each case. Another feature of the system is its ability to predict periods with the highest volume of incidents using data analysis models, which allows for better planning of available resources and ensures service continuity.

“This project demonstrates that artificial intelligence can have an immediate impact on public administration when applied to real-world needs. Our goal is to reduce repetitive tasks so that teams can devote more time to incidents that truly require specialized knowledge,” Llobet added.

Open Innovation to Transform Government

The validation of this solution is part of the Valencia City Council’s open innovation strategy, which enables startups and technology companies to develop and test innovative solutions to address real challenges faced by the municipal government.

The project evaluates its impact using various performance indicators, including the percentage of incidents resolved through self-service, the reduction in average resolution time, the accuracy of automatic incident classification, user satisfaction, and the system’s ability to anticipate peaks in demand.

Through initiatives such as SIGMA-IT, the Valencia City Council continues to establish Valencia Innovation Capital as a leader in the adoption of emerging technologies to improve the efficiency of public services and accelerate the digital transformation of the government.