In Copenhagen, our medical system has just been changed. Now, if you get sick or injured (non-life-threatening) outside normal hours for your own doctor, you call a nurse who will advise you. Before, you were always (sometimes after a long wait) connected with a doctor.
The system did not work as advertised and users experienced long wait times.
It now transpires that some doctors were actively sabotaging the system, placing nuisance calls to the new medical assistance line.
If you are using telecommunication or IT to change procedures, consider who will be negatively impacted by the new system. Try to get them on board, and be prepared for a few diehards actively trying to sabotage the system.