The fire service implemented the Access Assurance Suite from Courion to automate password management and enforce consistent password policy for its 7,000 full-time firefighters and support staff.

The service, which has two data centres in Greenwich View Place and Wapping, operates a thin client, Microsoft and Citrix-based environment in a multi-user, multi-server setup. Whilst it makes heavy use of Microsoft Active Directory to set permissions and group policy, it also uses a number of bespoke applications that need extra access support.

Using Courion, London Fire Brigade says it has slashed the volume of calls to its IT service desk at shift changes, "significantly reducing the overhead costs of password resets".

"Firefighters that don't access their accounts on a daily basis often forget their passwords, which historically caused a huge volume of calls being logged with the service desk at each change of watch," said Sally Devine, head of ICT contracts and support services at London Fire Brigade.

Devine said the new system had helped to increase user productivity, improve risk management and reduce costs. The system gives users the ability to reset and synchronise passwords themselves whilst enforcing password policies.