A long term care facility was having regular issues with people forgetting their passwords across multiple shifts and class of employee. In 2014 alone there were hundreds of password resets requests across multiple applications including Windows logon,Office365,and Clinical Apps. In addition to productivity loss and resources needed reset passwords, there were issues of truly verifying employee identity, as well as homecare and hospice users needing to physically come to the building to reset their accounts, a further drain on efficiency.
Identifying this trend through data analysis,we implemented a self-service portal to reset passwords across the impacted applications. Additionally, we upgraded the VPN configuration to provide remote users access to the self-service portal so they could reset their own accounts both on and off premises. Ultimately this resulted in a 65%reduction in password reset requests, faster resolution of the problems as well as increased security and improved productivity.