Self-Service Portal Solves the
Forgotten Password Dilemma
Chris Wiggins
IT Help Desk Manager
University of Colorado Colorado Springs (UCCS)
University of Colorado
Colorado Springs
• UCCS
• Student Body
– 9,876
• Faculty & Staff
– 1,694
UCCS IT Staff
• Information Technology
– 30 Full Time Employees
– 37 Student Employees
• Computing Services
(User Services, Tech Services, Web Services)
– 22 Full Time Staff
– 26 Student Employees
• Help Desk
– 2 Full Time Staff
– 7 Student Employees
Aligning with University Needs
Need for Single Sign-on
90 Day Password Expiration Policy
New Student Information System
University Focus in Online Classes & 24x7 account
access
Help Desk & Services
Before
•
•
•
•
•
•
Password Resets
Password Resets
Password Resets
Limited Phone Support
Desktop Imaging
Limited Desktop Support
UCCS’ Password Problem
Help Desk was spending vast majority of
time changing lost/forgotten passwords
Limited Support Hours
Was very difficult to offer any additional
services
Costs Per Incident
$30
30
25
$20
$20
20
$14
HDI Avg
UCCS
15
10
$7
$7
5
0
Self-Help
Phone
Walkup
HDI. (2012). Support center practices & salary report 2012. Colorado Springs, CO: United Business Media.
Percentage of Service Desks with
Self-Service Password Recovery
48.2
2012
2011
2010
41.3
32
0
20
40
60
80
100
HDI. (2012). Support center practices & salary report 2012. Colorado Springs, CO: United Business Media.
Selecting a Tool
Lots of Choices
Cost Concerns
Can it be part of our Service
Management Solution?
The Tool is a Good Start
The tool alone is just another system
people have to “Deal With”
It must flow with the current systems
Make it a one stop shop
Integration
Brand
it!
Keep it
Simple
• accounts.uccs.edu
• Don’t overload the site
with unnecessary
information
The Self-Service Account Portal
How We Spread The Word
Around Campus
• Flyers and Posters
• In the Restrooms???
Department
Communication
• Admission Letters
• Student Success
• Notification emails
Websites
• Getting all websites updated was the
most difficult
Our Target Audience
New
Students
• Relatively Easy
Current
Students
• Some what of a challenge
• 90 Days
Faculty
and Staff
• Most difficult
• Didn’t see the value
Getting Everyone Registered
Claim Your
Account
Logon Script
Password
Recovery
Password
Changes
Help Desk
New Students
Claim Your Account
On Campus Students, Faculty and Staff
Windows Logon Scripts
Getting Everyone Else
Password Change
Getting Everyone Else
Help Desk
• Registration during Walk-up
• Phone – Temp Passwords Only
Registration Results
Claim Your
Account
Logon Script
SUCCESS!
94%
REGISTRATION
Password
Changes
Help Desk
Password Recovery – Customer Facing
Password Recovery – Process
Password Recovery – Tracking
Every Successful and Failed password
recovery is tracked to the customer
Real time statistics
Auto incident generation when customers
fail to recovery password 3 times
Revisions after launch…
Extra
Security
Extra
Customer
Service
• Auto incident creation for
multiple failures
• Account Lockout after 3
incorrect attempts
• Follow up detailed emails for
multiple failures
Where We Messed Up
Didn’t plan for mobile
• Text messages with security codes
device support
Security Questions
What are the
Answers?
Not Everyone Has
Multiple Email
Addresses
• Randomize default security questions
• Don’t offer Facebook questions
• Just like passwords people forget
answers to their security questions
• Faculty and Staff
Impact on Support
Numbers
• 63% overall reduction of #1 incident
• 75 - 100 resets a day during peak times
• 880+ Support hours redirected annually
New
Services
• Remote Assistance
• Mac Support
Improved
Quality
• Challenging work for student employees
Help Desk & Services
After
•
•
•
•
•
•
•
Password Resets
Extensive Phone Support
91% First Level Resolution
SLA Driven Imaging
Remote Assistance
Full Desktop Support
Increased Staff
Questions?