Birmingham and Solihull Mental Health NHS Foundation Trust

Passworks helps reduce password-related help desk calls by over 50%

Birmingham and Solihull Mental Health NHS Foundation Trust provides mental health care to those people living in Birmingham and Solihull who are experiencing mental health problems.

They serve a culturally and socially-diverse population of over a million spread over 172 square miles, making the Trust one of the largest mental health foundation trusts in the UK.

The Trust employs more than 4000 dedicated staff who are continually working to help people get better and challenge the stigma associated with mental illness.

The Challenge

The Trust was receiving almost 1,000 calls to its help desk every month for password reset problems, as a result, the Trust’s IT team realized they would need to implement an automated password self-service solution to alleviate the problem. This would also deliver the benefit of empowering their users to be able to resolve many common password problems, 24x7 and so not impact on their personal productivity.



“We were having to spend a disproportionate amount of time on these calls and consequently the quality of our service was starting to be impacted in other areas.”

Mark Cooper

Senior ICT Support Technician, Birmingham and Solihull Mental Health NHS Foundation Trust

The Solution

After reviewing the solutions available, the Trust narrowed the choice down to two options, and after putting them both through a proof of concept, chose Passworks from Certero.

Passworks was rolled out to the Trust’s 4,000 users in early 2012. To ease the process the software was pushed out in two ways. Firstly, by the virtual console within Passworks, and also via a Microsoft SCCM package that was created. As a result, the entire implementation to the whole of the trusts’ IT estate took just 2 weeks.

The Outcome

Passworks has given the Trust:

  • More than 50% reduction in calls to the help desk on password related issues in the weeks immediately following implementation of Passworks. This reduction has been maintained ever since.
  • The capability to allow staff at sites working 24x7 to reset their password, outside of normal help desk operational hours.
  • The flexibility in cases where users still require help desk assistance, the whole process is sped up as IT staff are able to easily and quickly reset the password remotely with Passworks.
  • The ability to free up help desk staff to undertake other, higher value work and so improve customer service across the board

We communicated with all the users beforehand to explain to them what was going to happen. We then implemented the solution Trust wide in batches. Our users are now not inconvenienced whenever they have password problems and can quickly and easily reset it themselves. Passworks’ ease-of-use has enabled us to significantly reduce the time help desk staff were spending on password resets and allowed us to undertake more specialized IT work instead.

Mark Cooper

Senior ICT Support Technician, Birmingham and Solihull Mental Health NHS Foundation Trust