Posted on: December 20, 2017

As I mentioned in my last post, our user survey showed that some of our users haven’t totally embraced Hixny because they’ve found it hard to log in to our online portal. (Those users who access Hixny data through integrated systems haven’t faced this challenge

We heard our web portal users loud and clear.

In fact, we received several comments like, “My staff and I would use Hixny much more if access was easier. Passwords age out after a month or so and it seems like there’s no way to reset a lost password. When we can get in, we usually find the information we need, but none of us have the time to call and renew or reset our passwords. Make it more user friendly and I’ll support you.”

That’s a critical barrier. Among our registered users who responded that they actually do use Hixny to access data, the majority said that the information they need is usually there.

When we drilled down into the responses from users who don’t actually access information through Hixny, we learned that most of them have had a poor user experience, often starting with an inability to log in. A number of people have had trouble because they forgot their passwords, tried multiple options and then got locked out of the system. That’s definitely frustrating. We need the log-in to be smart enough to recognize a security risk from a machine that’s continually trying to breach the system, and the reality of a human just forgetting their password.

In response to the survey results, we’re implementing something that we call Web Access Management (WAM). It’s a fairly involved project, but our ultimate goal is to revamp the online login process to use a single user ID and a password that can be easily reset. We want this to be similar to other log-ins you’ll find familiar, while maintaining the level of security that our participants and the SHIN-NY require.

WAM will roll out in phases. The first phase simplifies the way users log into the web portal—and it increases security by adding the now-standard security feature of two-factor authentication. In fact, we’ll be using a system very similar to what you’d expect from your bank website. We’ll add some new features later, but right now, we just want to eliminate that frustration with password resets.

You’ll see more about WAM as we approach the go-live date sometime this fall. The first time you log into the web portal after that date, you’ll need to authenticate your information, so please be prepared for a little disruption at that point. From then on, though, we hope you’ll find it much easier to handle your passwords.

Hixny will be performing extended maintenance beginning Thursday, December 31 through Friday, January 1. During this time, all services
will be impacted and unavailable—including access to the provider portal.
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The annual SHIN-NY survey is live!

If you receive an invitation from SHIN-NY@norc.org, please take a few minutes to respond—
your input makes it possible for us to continue improving.
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