My experience of dealing with projects that create new software systems is that they are very ambitious, but not very modular or customisable. Under management pressure for meeting of timescales, they are often released too early with insufficient consultation with users. Then software developer's time is reallocated to a help desk, in order to deal with the problems caused by the release of software too early, too unchangeable and with too little user involvement.
A solution is to produce highly customisable software, so that the software team don't have to anticipate every problem the users will want to solve. Then many users with more advanced needs and computing abilities could customise software for their needs.
