GCI Improves Customer and Workforce Access & Login Experiences

Objective

GCI launched a company-wide initiative to improve the customer experience for their subscribers across Alaska and the U.S. Internally, they also aimed to increase productivity and support modern applications for their employee base by creating a more streamlined, secure login environment.

Challenge

Subscribers faced a disjointed experience, maintaining multiple identity profiles across GCI’s customer portal, billing system, and TV services like HBO Go. GCI needed to eliminate this friction by creating one username and password to rule access across all digital properties, including web, mobile, and APIs.

Solution

GCI implemented PingFederate and PingAccess to provide SSO and centralized policy management. For employees, this enabled secure access to all necessary resources. For customers, GCI created an identity data store that links system-independent identities to specific attributes via UUID, allowing for a consistent, federated login experience across the entire GCI ecosystem.

Results

GCI successfully enabled a seamless digital experience for 250,000 customers and realized a faster time-to-market for new services. Internally, the platform provided immediate value by supporting both legacy and modern apps, enabling GCI to quickly onboard 2,500 employees while significantly enhancing the organization’s overall security posture.