How 100,000 Help Desk Tickets Were Proactively Answered with IAM

Business Challenge

When a leading operator of acute care hospitals became fed up with their inefficient IT provisioning systems and growing user dissatisfaction, they turned to GCA and Micro Focus / NetIQ for help. With a limited Identity & Access Management (IAM) solution in place, they were struggling to provision new users quickly, which bogged down their valuable providers and staff.

Project Scope

With more than 218,000 IT users, our client was in need of a complete identity management solution. They suffered from numerous internal inefficiencies — from no synchronization across multiple applications and platforms to no auditing or mapping of users to applications and access and limited password self-service options.

Project Approach

GCA’s consultants worked closely with the client’s IT security team to design workflows and entitlements to enable automated provisioning that aligned to their goals for this complex project. Our team then developed connectors to join the client’s numerous clinical applications from Allscripts, Cerner, Healthcare Management Systems, Keane, McKesson and Meditech to the IAM tools.   

Project Results

The IAM program has increased user satisfaction and productivity, and the results are truly astonishing. IAM decreased the time to provision new users with system access from an average of three weeks to 10 minutes, and also reduced the time to modify or remove users from 24 hours to under four minutes. The client’s users and providers are now able to gain access to critical applications quickly and easily, without delay or interruption to their work.

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