This study addresses the persistent inefficiencies in incident management within regional public institutions, where dispersed offices and limited digital infrastructure constrain timely technical support. The research aims to evaluate whether a hybrid web architecture integrating AI-assisted interaction and mobile notifications can significantly improve efficiency in this context. The ITIMS (Intelligent Technical Incident Management System) was designed using a Laravel 10 MVC backend, a responsive Bootstrap 5 interface, and a relational MariaDB/MySQL model optimized with migrations and composite indexes, and incorporated two low-cost integrations: a stateless AI chatbot through the OpenRouter API and asynchronous mobile notifications using the Telegram Bot API managed via Laravel Queues and webhooks. Developed through four Scrum sprints and deployed on an institutional XAMPP environment, the solution was evaluated from January to April 2025 with 100 participants using operational metrics and the QWU usability instrument. Results show a reduction in incident resolution time from 120 to 31 min (74.17%), an 85.48% chatbot interaction success rate, a 94.12% notification open rate, and a 99.34% incident resolution rate, alongside an 88% usability score. These findings indicate that a modular, low-cost, and scalable architecture can effectively strengthen digital transformation efforts in the public sector, especially in regions with resource and connectivity constraints.
Alccahuamani et al. (Mon,) studied this question.