Tampa General Hospital Automates Identity to Secure Patient Care

Objective

The hospital aimed to eliminate the security risks associated with manual identity management while reducing the immense financial burden of help desk operations. By modernizing their IAM strategy, they sought to protect sensitive patient data and streamline the authentication experience for their frontline clinical workforce.

Challenge

Manual processes and legacy systems created significant friction for clinicians and high operational overhead. Specifically, the hospital faced $1M in annual help desk costs related to password resets. These manual touchpoints increased vulnerability to sophisticated social engineering attacks, such as those from the "Scattered Spider" threat group.

Solution

Tampa General implemented a unified identity platform using PingOne and PingID for secure access. By integrating PingAM and Governance, they utilized advanced orchestration to automate complex workflows, replacing manual verification with secure, policy-driven digital journeys that reduced the need for human intervention.

Results

The transformation delivered immediate ROI, including a 22% reduction in help desk call volume. By automating 86% of all identity-related requests, the hospital saved significant costs and successfully mitigated social engineering risks. Most importantly, clinicians saved valuable time, allowing them to focus entirely on patient care rather than administrative friction.