If you feel like existing processes can keep major issues from reaching the user base, you'll want to read this article — which provides an expose on how a reported issue was not addressed for several months only after the application was deployed.
My friend Greg has been a professor for most of his career. One thing he has conveyed to me is, "to think of an IT organization as a fire department," where you drive by and notice firefighters tending to periodic tasks or simply enjoying a peaceful day. In every case, they are ready to respond to an unexpected emergency. The theory is that everyone is glad that they are there but happier when they are not fighting constant emergencies.