Calderdale Council select Passworks™ to reduce calls to the Help Desk & Improve Service

06 October 2010

Calderdale Council holds and manages a significant amount of information about the area, in order to provide an efficient end useful service to its citizens.

When local residents contact Calderdale Council’s Contact Centre, their enquiries are usually geographically-based. They might be reporting problems experienced with local facilities – or simply asking questions about the area they live in.

Improving the service it provides empowers the user community enabling them to reset their own Windows Passwords and in doing so reduces the workload on their Help Desk.

Calderdale Council selected Certero’s Passworks™ solution to enable it to change the way it manages password resets. All organisations know the effort involved in resetting passwords for their users who have problems with them. The ability to allow users to reset their own passwords goes a long way to addressing the challenges involved in both terms of effort for the Help Desk and productive time lost while the user has the password reset. With Passworks™ this task can be securely and safely done by the users themselves which means their productive and valuable time is not wasted and the Help Desk can focus on improving the service they provide.

“We are pleased to be helping local government organisations in their attempts to improve service for end users. IT systems will require passwords for a long time to come yet, so investment in this area really makes sense.