Reduce Password Reset Requests
Status
Complete and Monitoring
Audience
Faculty, Staff, and Students
About This Project
The Technical Service Desk receives approximately 22,000 calls per semester, with the majority (54%) being password reset requests. Over the next year, a statistical analysis will be conducted to identify and address any barriers that may impede students, staff, and employees from successfully resetting their passwords. This strategic approach aims to improve efficiency, streamline the process, and ultimately enhance the customer experience while achieving our desired outcome. Monthly progress will be measured based on the previous year’s performance.
Timeline
August - October 2023: Analysis of Two-Factor barriers and locked accounts.
The following items have been completed
Removal of two-factor grace period
Removal of Security Questions
Redesign of password.fscj.edu
New “On Hold" Telephone messages have been recorded
Account lock-out changed to unlock with password reset, and communication improved
These are in progress
Redesign Knowledge Base
Review and Update all KB articles
New Help site creation
These are the next steps
Remove password change requirements for faculty and staff
Enroll in an additional factor campaign.
November 2023 – January 2024: Change phone communications and update knowledge base as well as other support articles.
February – May 2024: Move away from security questions and mandatory password changes for staff and faculty, if possible, without increasing security risk.
May – June 2024: Evaluation of enhancements.
Support
The IT Technical Service Desk (help.fscj.edu) will offer feedback on changes that are implemented as well as provided additional suggestions.
