Press Release

Newcastle City Council Reduces Password Reset Calls by 85% with Tools4ever’s SSRPM

Newcastle City Council Reduces Password Reset Calls by 85% with Tools4ever's SSRPM

Tools4ever, a market leader in solutions for Identity & Access Governance is pleased to announce that Newcastle City Council has implemented Tools4ever’s Self Service Reset Password Management Solution (SSRPM). Based at Newcastle Civic Centre, Newcastle City Council is the local government authority for Newcastle upon Tyne, Tyne and Wear. The council consists of 78 councillors, three for each of the city’s 26 wards. The service desk supports 6000 employees across a number of sites around the city. The Service Desk was inundated with password reset calls, it was becoming a huge drain on resources as the team had very little time to focus on other network critical issues. 

Newcastle City Council needed a system to reduce the disproportionate amount of password reset calls to the service desk so their time could be focused on more critical matters pertinent to the management of the network. SSRPM (Self Service Reset Password Management) was implemented to solve this problem. Daniel Lynch, Senior ICT Solutions Analyst at Newcastle City Council describes the impact the introduction of SSRPM has had: "The service desk has seen a significant drop in the volume of password reset enquiries. Across a monthly period there has been a reduction of 85% of password reset calls to the service desk. "

SSRPM has also provided a platform to increase productivity as it enables users to reset their password out of service desk hours – ideal for those working outside of normal business hours. The solution’s web portal feature also adds further convenience as users can reset passwords when working at home, remotely or on the commute. “The SSRPM web interface provides a mobile friendly way for staff using portable devices to reset their passwords when working in remote locations.” explains Daniel Lynch.

Robert Doswell, Managing Director of Tools4ever, Ltd, commented “Newcastle City Council is a fantastic addition to our public sector client-base and demonstrates how our products can offer identity and user management solutions to a wide and varied range of industry sectors.”

Click here to read the case study in full or find out more about SSRPM