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

NetIQ® Identity Manager supports drive for innovation and efficient healthcare delivery

Community Health Systems (CHS), one of the U.S.’s largest acute-care hospital operators with 158 hospitals and about 27,000 licensed beds, faced a sprawling identity and access challenge after rapid acquisitive growth. Clinicians at some sites were juggling up to 13 different application logins and signing in dozens of times per day, generating roughly 2,000 password-related helpdesk issues weekly and slow onboarding that could take days.

CHS partnered with GCA to deploy NetIQ Identity Manager, implementing automated provisioning, single sign-on, role-based exception workflows and self-service password capabilities across 40–50 clinical applications for roughly 280,000 users. The deployment boosted physician productivity and satisfaction, halved helpdesk tickets, cut new-user provisioning from weeks to about ten minutes, and reduced role-change processing from 48–72 hours to minutes.

Community Health Systems

Scott Breece

Chief Information Security Officer