Case Study: University Hospitals Birmingham NHS Foundation Trust achieves rapid ROI and slashes password-reset help desk calls with Avatier Password Station

University Hospitals Birmingham NHS Foundation Trust - Customer Case Study

University Hospitals Birmingham NHS Foundation Trust, a 6,700-employee NHS trust serving over 500,000 patients annually, faced a heavy support burden from frequent password resets—more than 8,000 password-related help desk calls per year—compounded by regulations requiring password changes every 30 days. To address this, the Trust evaluated vendors and chose Avatier, deploying Avatier’s Password Station as part of the Avatier Identity Management Suite.

Avatier implemented Password Station (with Universal Logon Secure Kiosk and Telephone Reset PIN Authentication) integrated with Microsoft Active Directory, enabling secure self-service resets via three private questions at login or by phone with a PIN and employee number. Avatier’s solution deployed on existing infrastructure without consulting services, delivered a proven ROI in under six months, significantly reduced help desk password calls, accelerated user productivity, and helped the Trust meet NHS security requirements.

University Hospitals Birmingham NHS Foundation Trust

Stephen Chilton

Technical Architecture Manager