London Fire Brigade implements access solution to reduce password reset requests

News by SC Staff

The London Fire Brigade has deployed the Access Assurance Suite from Courion at its sites across the capital.

The London Fire Brigade has deployed the Access Assurance Suite from Courion at its sites across the capital.

The solution has been used in order to automate password management and enforce consistent password policy for the brigade's 7,000 full-time firefighters and support staff, which has also reduced the volume of calls to its IT service desk at shift changes, reducing the overhead costs of password resets.

The London Fire Brigade is the only fire service in the United Kingdom to employ only full-time firefighters and serves an area of 620 square miles. It has two data centres in Greenwich View Place and Wapping and operates a thin client, Microsoft and Citrix-based environment in a multi-user, multi-server setup.

Sally Devine, head of ICT contracts and support services at London Fire Brigade, said: “To provide round-the-clock service, we operate a two-shift, four-watch system at stations. Firefighters that don't access their accounts on a daily basis often forget their passwords, which historically caused a huge volume of calls being logged with the service desk at each change of watch.

“This placed unnecessary pressures on the service desk team, making it increasingly difficult for them to achieve the required service level agreements in relation to other ICT services.”

Courion claimed that its solution provides increased user productivity, improves risk management and reduces costs. According to the company, the suite enables tighter security and better compliance with company policy and industry regulations by giving end-users the ability to reset and synchronise passwords themselves, whilst enforcing password policies.

Marc Lee, EMEA sales director at Courion, said: “Clearly, the London Fire Brigade has an important responsibility; any process that impedes their main function of saving lives needs to be reduced to a bare minimum.

“Using Courion, the solution has handled over 8,000 jobs that would otherwise have been manually processed by helpdesk staff. In so doing, it is also improving security and encouraging better password management.”

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