Coming Soon: Self-Service Password Management
Managing DTCC passwords will become easier for customers this year, thanks to the rollout of new self-service password software. The first customers to receive the new capability will be mainframe users, starting in the second half of the year, followed by web-based customers.
Customers will be able to enter or reset a password once, and the software will automatically change all other system passwords, freeing them from the tedious tasks of juggling multiple passwords and remembering to reset them when they expire. The new software also will enable DTCC to further strengthen the security infrastructure that protects access to the organization’s systems and information.
“We were averaging 3,500 manual password resets a month, which is not efficient for customers or our customer support personnel,” said Adam Bryan, DTCC managing director, Customer Service Group. “Reducing the time dedicated to password resets will allow everyone to focus on more value-added work.”
How it works
Customers will receive an email with instructions for registering with the self-service application. Next comes a two-step enrollment process that includes establishing password access via the web and via voice recognition on DTCC’s telephone system.
The web enrollment involves a series of security questions to establish appropriate online authentication; the phone enrollment consists of questions to establish a voice print for authentication when using a phone connection for password reset.
The system will allow users to change and synchronize both their web-based and mainframe (RACF) passwords. Since the two systems have different password rules, it is necessary to complete the self-service process separately for each one. A single entry will reset and synchronize a customer’s passwords for DTCC web applications, and another reset will do the same for mainframe applications.
What happens if at some point a customer is stymied by both the web and the phone reset options? Then he or she can call DTCC’s Customer Support Group at 1.888.382.2721.
More on the solution
To develop the new password administration capability, DTCC configured off-the-shelf software, called M-Tech IDM Suite, which is used by other large financial institutions.
“After extensive evaluation of technology solutions and what is needed to enhance our customer experience when resetting passwords or unlocking accounts, we chose the most effective and cost-efficient solution,” said Bryan. “Whether we buy it, build it or partner to develop it, this is DTCC’s standard approach to technology deployment.” @