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Hi,
Following on to Carmen's post, what do you do when students forget their ID numbers, which are needed to start the entire password reset or other access process?

We had nearly 4,000 calls this year for forgotten ID numbers.  We require a driver's license or other photo ID to release the number and our counsel allows that to be faxed or emailed, but I feel that handling 4,000 faxed photo ids isn't secure either.  I'd much rather have a self-service web site, but we can't figure out how to make it work. 

We can't require that this be in-person service, as many folks never come to campus, or come at off-hours, given online classes or evening /weekend classes.

The number of calls is  just too many.  The service isn't good or prompt. 

We don't put ID numbers on the student ID card because it was thought to be a FERPA exposure and a security risk if the student lost the card.

I'd appreciate hearing any different ideas or assessments.

Thanks in advance.
--
Theresa Rowe
Chief Information Officer
Oakland University
 
********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

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I assume the ID number is used to log in somewhere? If not, why wouldn't you provide this when they log into your portal as part of their information account profile? We use this to show them information about themselves (e.g. library number, empl/student ID#, etc. ). We also make sure that students don't need to know their internal ID numbers when on the administrative system, all that is handled behind the scenes when they login through single-signon.

Assuming the ID is used to log in. We deal with this through our password reset. Students must register a secondary account, cell phone, and answer 3 security questions when they set up their account. To reset their account we used a risk-based approach to determine how many questions to ask them based on where they are (on-campus versus off-campus).

The student can enter in their external email address -- because we track that in our IDMS -- we ask them to enter their cell number -- then we ask them one or more security questions. We send a text notification to them on there cell phone that the password link was sent to their alternate email address.

jack



The students need the ID number to create their login identity.

When the student is newly admitted, the admission process gives them their ID number and the student can establish a pin and challenge questions.

The student enters that information to setup a NetID and password.  Thereafter they can login and see their student number.

But we do not give permanent NetIDs.  After a couple years, the NetID expires.  Given our graduation rate is only 12% in 4 years (gulp, yep), we have *a lot* of drop in for a while registrations.  They need to re-enter their student ID number to re-establish their NetID.  And they don't remember the number, it seems, in the thousands. 

I really like that idea of capturing cell number, security questions and alternate email at the time of original entry.  That would really help!

Currently,our students get their Student ID Number, and a 4-digit PIN (when they start at CWU).  Problem is ... 90% forget their PIN.  It's used to reset their password, and basically nothing else.   If they could remember their PIN ... they'd probably remember their password.    So we're looking for an alternative that is a number (or something) they won't forget.  Last 4 of SSN sounded good.  I don't think it violates FERPA, but I'm feeling less and less OK with using it.    The only other real alternative is to have them answer several "challenge" questions ... but few will do that on their own.
 
We have faculty and staff do the "challenge question" routine, but few do it ... and then when they forget their password, or get locked out .. we have to say "Sorry.   You weren't proactive enough to answer the questions in advance, so you can't get your password reset!"  That doesn't make us very popular.
 
Just as with students, I want to use a number (or something) they already know and is already stored.
 


>>> Theresa Rowe <rowe@OAKLAND.EDU> 5/7/2012 1:50 PM >>>
Hi,
Following on to Carmen's post, what do you do when students forget their ID numbers, which are needed to start the entire password reset or other access process?

We had nearly 4,000 calls this year for forgotten ID numbers. We require a driver's license or other photo ID to release the number and our counsel allows that to be faxed or emailed, but I feel that handling 4,000 faxed photo ids isn't secure either. I'd much rather have a self-service web site, but we can't figure out how to make it work.

We can't require that this be in-person service, as many folks never come to campus, or come at off-hours, given online classes or evening /weekend classes.

The number of calls is just too many. The service isn't good or prompt.

We don't put ID numbers on the student ID card because it was thought to be a FERPA exposure and a security risk if the student lost the card.

I'd appreciate hearing any different ideas or assessments.

Thanks in advance.
--
Theresa Rowe
Chief Information Officer
Oakland University

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

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