Sagunto City Council streamlines public service requests and incident management
Sagunto City Council's Municipal Computer and Communications Service (SMIC) faced significant challenges in managing incidents and service requests across its 35 municipal buildings, supporting more than 400 staff members. Incidents from various departments and users were difficult to track, leading to inefficient operations and slow response times. In partnership with ENCAMINA, the council deployed an integrated solution based on Microsoft SharePoint and Nintex Workflow. This provided automated tracking and structured workflows for user service requests (CAU), greatly enhancing the visibility and efficiency of the support process. Employees now benefit from a transparent, organized system for submitting and resolving incidents, resulting in smoother operations and higher satisfaction in public service delivery.
- Organization
- Sagunto City Council
- Industry
- Public Sector
- Location
- Spain
- Published
- March 2022
Reported outcomes
Strategic outcomes
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Sagunto City Council
- Provider
- Microsoft
- Maturity
- Production
- Linked source
- ENCAMINA
In partnership with ENCAMINA, the council deployed an integrated solution based on Microsoft SharePoint and Nintex Workflow
Primary read
Use case focus
Showing 2 of 2
- 1Automated Incident Tracking for Municipal Services
- 2Workflow-Driven Public Service Request Management
- Incident and user request management was chaotic and inefficient.
- Difficulties in tracking and resolving incidents across 35 municipal buildings.
- Over 400 staff members depended on unreliable processes for support.
- Lack of workflow structure led to delays and poor visibility.
- Implemented an integrated solution using Microsoft SharePoint and Nintex Workflow.
- Automated tracking and management of user service requests (CAU).
- Provided clearly structured workflows and visibility into service operations.
- Partnered with ENCAMINA to deploy and tailor the solution for the council.
- Significantly improved management of incidents and user queries.
- Boosted efficiency and organizational transparency in municipal service delivery.
- Established clear workflows leading to faster resolution of requests.
Sources & evidence1
- Customer explicitly identified
- Deployment status explicitly supported
- Technical implementation details available
- Recent evidence check available
- Last evidence check: Jun 1, 2026.
The case's original source is still reachable.
- Cited source last checked Jun 1, 2026 — ok (0/1 broken).
Measures whether this deployment's public evidence persists — not whether the system is still in production.
AI-generated summary. Verify important details with the linked sources before relying on this case.
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