Case Study: Community Health Systems achieves rapid user provisioning and halved helpdesk tickets with NetIQ Identity Manager

Community Health Systems - Customer Case Study

Community Health Systems (CHS), one of the U.S.’s largest acute-care operators with 158 hospitals and ~27,000 beds, faced major identity and access challenges after acquisitive growth of 150+ hospitals. Clinicians were juggling dozens of disparate credentials (one site had 13 apps per user), logging in up to 20 times a day, and IT was handling over 2,000 password issues weekly while onboarding could take days or weeks—creating a critical need for a centralized, scalable identity solution.

CHS engaged GCA to deploy NetIQ Identity Manager with a four‑phase plan delivering single sign‑on, automated user provisioning, password self‑service and role‑based exception workflows. The implementation cut provisioning from weeks to minutes (about ten minutes), halved helpdesk tickets, increased clinician productivity and satisfaction, and delivered a scalable, high‑performance identity management platform.

Community Health Systems

Scott Breece

Chief Information Security Officer