Dutch Railways: Improved Service, Password Management Solution
- Reduce IT support costs and improve productivity
- Balance security requirements against BYOD vision
- CSC-managed service using Hitachi ID Password Manager
- Two-factor authentication for strong user verification
- Reduced volume and duration of IT support
- Strengthened verification with security questions and an SMS PIN
- Improved customer experience with 24x7 service on any device
Supporting more than 26,000 employees
Dutch Railways handles 1.1 million passengers a day, with 4,800 scheduled trains in the Netherlands. With more than 26,000 employees, the state-owned company is constantly looking for ways to increase productivity, cut costs and provide more reliable service to customers.
To support those goals, Dutch Railways looked for a world-class IT provider to deliver highly reliable and efficient IT support services. CSC was chosen to provide a wide range of managed services, including Enterprise Service Desk and Workplace services.
Enterprises want to have their services managed throughout their lifecycle, and the managed service approach is reaping big benefits. Working closely with alliance partners, CSC’s services include the capability for their employees to reset their own passwords.
Addressing a major IT support issue
Enterprises are looking at ways to reduce their total cost of ownership for managing their IT services, and password reset requests account for 30 percent of all contacts received by most service desks. Dutch Railways saw this as a prime opportunity to achieve both cost and service objectives.
Implementing a service of this nature is no easy task. Because the company is state-owned, security is a high priority. CSC worked with Dutch Railways to develop a highly detailed project focused on balancing security needs and customer experience.
“Dutch Railways asked CSC for a service that had high availability, was easily accessible using any device but maintained the highest level of security available,” says Kick Stoppelenburg, CSC’s lead information risk manager. “This would provide an excellent customer experience while reducing Dutch Railways’ total cost of ownership for IT support.”
Pain-free way to manage passwords
For employees at Dutch Railways, a simple, pain-free way of managing their own passwords is important.
Paul de Lepper, manager of ICT Operations for Dutch Railways, says, “Success for the employees would be measured by the simplicity and ease of use.”
CSC deployed leading password management technology with alliance partner Hitachi ID Systems. To achieve a highly secure service the Dutch Railways employees had to register answers to pre-defined questions along with a mobile device telephone number.
This approach enabled CSC to implement two-factor authentication. When employees forget a password, they must first answer a security question. Secondly, they receive a PIN via SMS which grants the ability to reset the password.
Finally, to ensure the highest level of consumer experience, CSC ensured the service was made available anytime, anywhere and from any device.
Reducing call volumes
CSC’s managed service met Dutch Railways’ need by increasing security and employee satisfaction while reducing cost.
Within weeks of the launch of the new service, 15 percent of employees had enrolled with more than 350 passwords being reset. That usage is expected to grow over time.
Ajay Parmer, account manager for Hitachi ID Systems, explains, “Organizations that deploy Hitachi ID Password Manager typically eliminate 85 percent of the password-related service desk workload. Peak call volume, generally after weekends and holidays, is reduced.”
CSC recommended making the system the mandated channel for the company to reset passwords.
Ronald Stolwijk, CSC’s service executive supporting Dutch Railways, adds that the new service demonstrates CSC’s commitment to introduce modern, innovative solutions that increase consumer satisfaction and reduce costs.