Covid 19 has increased the need to integrate the service chain by imposing transformation processes on healthcare organizations, challenged by the complexity of the demand for health and the evolution of the service chain (public and accredited private). This process increases the need for integration between parts of the health system, such as the social-health district. Alongside the need for integration, “navigability” is developing between operators and users, especially among chronic population targets with greater socio-medical complexity. All this determines a growing demand for connection which sees in the care models in transition a new form of job specialization that requires new role profiles, relationship skills and dialogue between operators, operational management tools relating to the service chain of territorial services, specific information collection, and management systems. In this context, change is activated by Knowledge Management (KM).