Tarrant County Password Self Reset

About the Program

Category: Information Technology (Best in Category)

Year: 2018

The Tarrant County Password Self-Reset initiative began as an effort to: • Reduce the number of password reset related calls handled by live agents in the Tarrant County Information Technology Department Customer Care Center (CCC) • Enable Tarrant County employee self-service password reset capability for cost efficiency and faster resolution. Leveraging Tarrant County’s Information Technology Service Management application led to the delivery of a well-planned technology solution. This solution expands the Customer Care Center’s (CCC) 24x7 self-service support initiative by including a new electronic user-centric Password Self-Reset model. The features and results include: a. A user-centric Password Self-Reset model. b. Security based multi-factor authentication protocol. c. A secure process for the after-hours CCC third party provider to handle Password Reset without direct access to Tarrant County’s Active Directory. d. During the first three months of the enterprise campaign: i. Achieving an overall cost savings of 36.4% for password reset. ii. Reducing the number of service calls to the ITD Customer Care Center relating to Password Reset by 1,760. iii. Eliminating 146.67 hours of live-response password reset support. These measurable results will only multiply as additional Tarrant County staff leverage this same process.