Valencia City Council has launched SIGMA-IT, a pilot project using artificial intelligence to resolve municipal staff IT incidents more quickly. The initiative, developed by Foqum Analytics, aims to reduce response times and automate repetitive tasks.
Valencia City Council has begun testing an artificial intelligence solution to streamline the management of IT incidents reported by its employees. The project, named SIGMA-IT (Intelligent System for Management and Modelling of IT Failures), has been developed by the company Foqum Analytics and is part of the GovTech challenges of València Innovation Capital.
The initiative originated from a public innovation challenge launched in March 2025 to make the resolution of internal technological problems more efficient. According to the City Council, the system allows for the automation of incident classification, prioritising them based on their complexity and predicting periods of high workload through data analysis models.
One of the key components is a smart self-service system that autonomously resolves the most frequent incidents without technical intervention. This relieves the support teams and accelerates user assistance, according to municipal sources.
The Councillor for Innovation, Paula Llobet, has stated that such projects demonstrate that artificial intelligence “can have an immediate impact on public administration when applied to real needs.” She also emphasised that the goal is to “reduce repetitive tasks” so that technicians can focus on cases that require specialised knowledge.
The pilot has been developed through the Urban Sandbox of València, a testing space for innovative solutions in real environments. The validation is part of the City Council's open innovation strategy, which allows startups and tech companies to test their products against municipal challenges.
The impact of the project will be measured using indicators such as the percentage of incidents resolved through self-service, the reduction in average resolution time, the accuracy of automatic classification, user satisfaction, and the ability to anticipate demand peaks. With this trial, Valencia continues its commitment to applying AI to improve public services.
You may also like
