RESUMO
Enablement, guidance, and proactive preparation for a new IT system implementation has proven to be a smart way to prepare people to embrace change. These activities are closely related to change management approaches which seek to help people understand and adopt specific behaviors. That being said, investing in such activities becomes the cornerstone of the success of the project. Leading IT companies around the world include in their strategy for new services and offering deployments, a proactive HelpDesk service. This not only helps build long lasting/trusted relationships between end users and IT sectors but also helps reduce cost and maximizes the Return of Investment. A streamlined process and easy to use/fluent communication channel between parties are powerful risk management/Quality Assurance and Continuous Improvement tools. In this paper, we address the example of a HelpDesk support team implementation of a city-scaled Electronic Health Records implementation.