Case Study: Monash Health reduces password reset calls and strengthens HIPAA-compliant login security with BIO-key PortalGuard

How Monash Health customized the login process to meet regulatory compliance while reducing the growing issue of password-related IT support calls

Monash Health, a large Australian healthcare provider with 14,000+ users across more than 50 locations, needed a more reliable two-factor authentication solution for OWA and internal applications while maintaining HIPAA compliance. The organization was also dealing with about 3,000 password-related helpdesk calls per month and wanted a self-service way to reduce password reset demand. BIO-key’s PortalGuard was selected to replace the aging 2FA product and address both security and support challenges.

BIO-key implemented PortalGuard for flexible 2FA and self-service password reset (SSPR), giving Monash Health multiple OTP delivery options, customizable password policies, and desktop/mobile access for password resets. The result was a scalable, easy-to-deploy solution that improved login security and compliance while reducing password reset calls; BIO-key cites a conservative 20% drop in those calls, translating to more than $75,000 in annual savings and payback in less than a month.

Monash Health