Promoted by the Information Technology and Communication Services (SerTIC) and created by the company Foqum Analytics, Sigma-IT seeks to optimize incident resolution and streamline internal administrative processes. The solution was developed within the framework of the Valencia Urban Sandbox, as a GovTech challenge by Valencia Innovation Capital.
The Intelligent System for IT Fault Management and Modeling (Sigma-IT) is based on artificial intelligence to enhance the management of incidents reported by municipal staff. The goal is to reduce response times, automate tasks, and improve the quality of service provided.
The project originated from a public innovation challenge launched in March 2025, aiming to address the need for more efficient management of technological incidents within the administration.
The Councilor for Innovation, Paula Llobet, highlighted the importance of innovation in improving internal operations and, consequently, public services. "With Sigma-IT, we apply artificial intelligence to a daily process affecting hundreds of municipal employees, achieving a more efficient, agile, and prepared administration," she stated.
Sigma-IT incorporates artificial intelligence functionalities for the entire incident management cycle. It features an intelligent self-service system to autonomously resolve frequent issues. Furthermore, the platform automatically classifies and prioritizes incidents based on their complexity and the required technical profile, minimizing manual errors.
The system also predicts periods of higher incident volume through data analysis, enabling better resource planning and ensuring service continuity. "AI can have an immediate impact on public administration when applied to real needs," added Llobet, emphasizing that the objective is to free up teams from repetitive tasks to focus on specialized incidents.
The validation of this solution is part of the Valencia City Council's open innovation strategy, which allows technology companies to develop and test innovative solutions for municipal challenges. The project measures its impact through indicators such as the percentage of incidents resolved by self-service, the reduction in average resolution time, and user satisfaction.
