Good intention and technological design are necessary but insufficient elements to make a project successful. It is necessary to prepare and think about, prior to commencement of a project, further supporting tools such as motivation of own employees when the project is launched and preparation of target group of users (professional preparation, motivation, communication). It is important to think about the right time to launch and operate a project. It is necessary to be prepared for a sufficiently long transitional period, during which the project users learn the new procedures and get accustomed to them. The importance of communication with future users when solving problems of operation (helpdesk and its capacity and professionalism). Two different groups of users and mastering of two new electronic services will be compared in the examples.