Hybrid Web Architecture with AI and Mobile Notifications to Optimize Incident Management in the Public Sector

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dc.contributor.advisorRojas Enriquez, Hesmeralda
dc.contributor.authorPfuño Alccahuamani, Luis Alberto
dc.contributor.authorMeza Bautista, Anthony
dc.date.accessioned2026-09-04T15:04:48Z
dc.date.available2026-09-04T15:04:48Z
dc.date.issued2026-07-16
dc.description.abstractThis 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.
dc.formatapplication/pdf
dc.identifier.urihttps://hdl.handle.net/20.500.14195/1637
dc.language.isoeng
dc.publisherUniversidad Nacional Micaela Bastidas de Apurímac
dc.publisher.countryPE
dc.rightshttp://purl.org/coar/access_right/c_abf2
dc.rights.urihttps://creativecommons.org/licenses/by-nc/4.0/
dc.subjectLow cost architecture
dc.subjectDecoupled architecture
dc.subjectOpenRouter aI chatbot
dc.subjectTelegram notifications
dc.subjectTicket management
dc.subject.ocdehttps://purl.org/pe-repo/ocde/ford#2.02.04
dc.titleHybrid Web Architecture with AI and Mobile Notifications to Optimize Incident Management in the Public Sector
dc.typehttp://purl.org/coar/resource_type/c_7a1f
dc.type.versioninfo:eu-repo/semantics/publishedVersion
renati.advisor.dni42186559
renati.advisor.orcidhttps://orcid.org/0000-0002-9388-2991
renati.author.dni73658684
renati.author.dni76006888
renati.discipline61209206
renati.jurorPeralta Ascue, Marleny
renati.jurorAquino Cruz, Mario
renati.jurorMartinez Duran, Virgilio
renati.levelhttps://purl.org/pe-repo/renati/level#tituloProfesional
renati.typehttps://purl.org/pe-repo/renati/type#tesis
thesis.degree.disciplineIngeniería informática y sistemas
thesis.degree.grantorUniversidad Nacional Micaela Bastidas de Apurímac
thesis.degree.nameIngeniero Informático y Sistemas

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