- Article
Support request management in public institutions is often fragmented, limiting oversight and management indicators. This study developed a natural language processing module for the automated classification of technical and information technology support requests, integrated into the institutional email system of a provincial government in Ecuador. Using a Design Science Research approach, the module was evaluated against a keyword-based baseline and a human consensus reference across three analyses: a primary corpus of institutional emails, a complementary validation of in-person requests, and an aggregate analysis of both channels. The module achieved significantly higher performance than the baseline in the email corpus (macro-F1 0.733 vs. 0.412; p = 0.0001) and in the aggregate analysis (macro-F1 0.713 vs. 0.510; p = 0.0002), while for in-person requests, no statistically significant difference was detected between the two methods (macro-F1 0.533 vs. 0.635; Δ = −0.101; 95% CI [−0.211, +0.120]; p = 0.221), with the keyword baseline nominally higher. Inter-rater agreement was substantial to almost perfect across subsets. These findings indicate that the module outperformed the implemented keyword baseline on institutional email. A supervised classifier and a second language model showed no detectable difference from the module on anonymized text.
14 November 2026


