To truly understand the impact of self-service password reset (SSPR)
organizations must establish key performance indicators (KPIs) to measure effectiveness comprehensively. Here are the essential steps to evaluate the return on investment (ROI) and gauge the value of implementing an SSPR solution.

1. Calculate the Current True Cost of Password Resets

Before implementing SSPR, organizations should assess their current password reset costs. This calculation involves identifying both tangible and intangible costs associated with manual resets.

Key components include:

- **Labor Costs**: Estimate the average time IT staff spend on password resets multiplied by their hourly wage.

- **Operational Downtime**: Quantify the average time employees cannot access systems due to resets and the financial impact of this downtime on productivity.

- **Infrastructure Expenses**: Account for any tools or systems in place specifically for processing resets. Once these factors are summed, the organization can establish a baseline for the actual cost of password resets.

2. Measure the Frequency of Password Resets Post-Implementation

After deploying the SSPR solution, monitoring the number of password resets conducted through the new system is crucial. Administrators can compare to the baseline established in the previous step. Organizations should track metrics such as:

- **Monthly or quarterly reset counts**: This allows for trend analysis.

- **User engagement**: Monitor how often employees use the SSPR tool relative to previous manual requests.

3. Calculate Cost Savings with the New Solution

To evaluate ROI, organizations can compute the savings from the SSPR solution. For example:

- Tangible Savings: Multiply the resets performed through the SSPR solution by the established cost per manual reset (e.g., $70).

- Cost of SSPR Implementation: Determine the total cost of the self-service solution, including any licensing fees, maintenance, training, and support. Using these metrics, the organization can illustrate the net savings achieved:

{Net Savings} = {Total Manual Reset Savings} - {Cost of SSPR Solution}

4. Analyze Intangible Benefits

While more challenging to quantify, Administrators cannot overlook the intangible benefits of SSPR. Organizations should consider:

- Employee Satisfaction: Surveys or feedback forms can help gauge employee perceptions of the SSPR solution and its effect on productivity and frustration levels.

- IT Team Well-Being: Assess reductions in burnout or disengagement among IT staff, which can improve quality of service and morale.

5. Review Overall Return on Investment (ROI)

Finally, it’s essential to calculate the overall ROI of implementing an SSPR solution, combining both tangible and intangible measures. The ROI formula generally takes the following approach:

{ROI} = {Net Savings}{\text{Cost of SSPR Solution}} \right) \times 100 \]

This percentage will provide a clear view of how the SSPR solution contributes to the organization’s bottom line compared to the costs incurred. By systematically measuring and reviewing these aspects, organizations can effectively determine the impact and value of their self-service password reset solutions, ensuring that they reduce costs and enhance employee productivity and satisfaction.

{ROI} = ({NetSavings}/{Cost of SSPR Solution}) * 100