The three thousand staff who use the National Social Insurance Fund (Caisse nationale de prévoyance sociale – CNPS) IT system (business, office and infrastructure applications) had to resort to telephoning headquarters IT staff or emailing them whenever they experienced a technical difficulty. They were forced to wait until someone was available to take the call and, if possible, explain at length what to do to resolve the problem remotely. This meant that the process of handling requests, follow-up, and the recording of reliable statistics was unreliable. Hence the creation of a software solution to manage IT hardware and provide assistance and support (help desk), called Sapelli Support. This is an application accessed via a web browser and used to manage all IT issues: management of the inventory of hardware and IT software, user assistance, etc. Instead of telephoning, users can now register the problem encountered on a dedicated platform, and IT professionals based at headquarters or in the regions can connect to the application on a daily basis, take note of the problem and solve it immediately without contacting the users directly.