One of the United Kingdom's leading health trusts deployed Avatier to handle over 8,000 annual password reset calls, achieving proven ROI in less than six months.
With 6,700 employees serving more than one-half million patients per year, University Hospital Birmingham NHS Foundation Trust is one of the leading health trust organizations in the United Kingdom. To maintain efficient, high-quality operations, the IT department operates a 24-hour help desk that handles more than 60,000 calls per year. With regulations requiring strict standards for passwords, including changes every 30 days, a significant percentage of help desk resources were dedicated to resetting forgotten passwords.
Password Station allows us to support these, and to follow good practices.
“We began shopping around to find a product that could solve that through self-service,” said Stephen Chilton, the hospital’s technical architecture manager. After analyzing the market and testing the leading candidates, the hospital selected Avatier’s Password Station, a module in the Avatier Identity Management Suite (AIMS). Forgetful users securely reset their passwords from the login screen by answering three private questions or over the phone by supplying a PIN and employee number. Using Password Station’s built in cost savings calculator, UHB found that Password Station paid for itself in less than six months. Particularly important, UHB found that it could deploy the Avatier solution on its existing infrastructure without consulting services. Chilton observed, “Unlike some of the competitors, they could scale up quickly.” UHB also demonstrated compliance with NHS regulations. “Password Station allows us to support these, and to follow good practices,” said Chilton.