Town Government Data Center Reduces Account Password Resets By 54% With GLSS
Texas
Government
Technology
54%
- The problem: A town government data center faced an unexpected but significant challenge—excessive user account password resets. This seemingly minor issue created a ripple effect that slowed down access to critical systems, hampered task completion, and ultimately reduced overall efficiency. The team knew solving this issue was crucial to keeping operations smooth and high customer satisfaction
- Using GLSS Green Belt Training & Certification, the data center team was able to reduce password resets by 54%.
Automate Project Work + Documentation with Kure
To effectively solve the problem, the data center team needed to identify why users were forgetting their passwords so often. Through careful analysis, they uncovered two key root causes:
- Shift Workers Forgetting Passwords: Shift workers, who didn’t log in regularly, were more prone to forgetting their passwords. Their irregular login schedules made it easy for them to forget this crucial piece of information.
- Ineffective Password Reset Notifications: The existing system sent out password expiration alerts just four days before the passwords were set to expire. However, if users didn’t log in during that narrow window, they would miss the notification and end up locked out.
Armed with these insights, the team developed a straightforward yet effective plan. The key to success lies in training users to adopt a simple habit—logging in regularly.
Users were trained to log in at least once every three days. This routine ensured that they would see the password expiration notifications in time to take action, thereby reducing the likelihood of being locked out.
This approach not only addressed the problem of forgotten passwords but also ensured that users stayed informed about their account status, reducing the need for emergency resets.
The results were immediate and impressive. Here’s what the data center achieved:
- 54% Reduction in Password Resets: Regular logins led to users being more aware of their password status, which dramatically cut down the number of reset requests from 2.8 per day to 1.3 per day. It’s expected that resets will go to zero as the solution becomes more established.
- Enhanced User Reliability: Users reported a significant improvement in their ability to access necessary systems without delays. This reliability boost led to higher satisfaction levels and smoother day-to-day operations.
- Decreased Need for Retraining: With fewer password issues, the need for retraining sessions also dropped. Users became more confident in managing their accounts, allowing the team to redirect resources to other important tasks.
with GLSS
This project illustrates the impact of understanding user behavior and implementing practical, user-friendly solutions. By focusing on a simple change—regular logins—the data center effectively addressed a persistent issue dragging down efficiency.
The decision to partner with GLSS for Green Belt Training & Certification was crucial to this success. GLSS’s innovative instructional design and content not only provided quick, actionable strategies but also empowered the team to implement solutions that delivered real results quickly.
Looking forward, the data center is now well-positioned for future success, armed with the tools and knowledge to tackle new challenges head-on. The positive changes made during this project have laid a strong foundation for continued improvement and operational excellence.
*We value our clients’ confidentiality. While we’ve changed their names, the results are real.
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