Published Date: 2018-05-04
| Postmortem Analysis | |
|---|---|
| Timeline | 1. The software failure incident with the Vélib system happened in January when the new hi-tech models were supposed to be rolled out but faced delays and glitches [71218]. |
| System | 1. Docking stations 2. Software and electrical systems within the docking stations 3. Hi-tech internet-connected bikes 4. Vélib system by Smovengo [71218] |
| Responsible Organization | 1. Smovengo - The new operator of the Vélib bike-share scheme, responsible for the chaotic rollout of the new hi-tech models which were plagued by glitches, delays, and software problems [71218]. |
| Impacted Organization | 1. Users of the Vélib bike-share scheme in Paris [71218] |
| Software Causes | 1. Software and electrical problems at docking stations due to glitches [71218]. |
| Non-software Causes | 1. Chaotic rollout of new hi-tech bike models by the new operator, Smovengo, leading to glitches, delays, and a dwindling number of users [71218]. 2. Delays in creating new docking stations, with less than half of the target of 1,400 new docking stations being created four months after the replacement of old bikes [71218]. 3. Installation of docking stations beset by software and electrical problems, forcing the use of batteries to power some stations [71218]. 4. Technicians striking over working rights and conditions, further exacerbating the glitches and delays in the system [71218]. |
| Impacts | 1. The software and electrical problems with the new docking stations led to a decrease in the number of Vélib subscribers from 290,000 to 219,000 [Article 71218]. 2. Users experienced frustration and inconvenience as they found it impossible to access bikes, with docking stations often not working properly and bikes being blocked [Article 71218]. 3. The glitches in the system caused a public relations disaster for the French capital, leading to a loss of trust among users and impacting the popularity of the Vélib service [Article 71218]. |
| Preventions | 1. Proper testing and quality assurance of the new software before the rollout could have prevented the software failure incident. This would have helped identify and address any glitches or issues in the system [71218]. 2. Ensuring a smooth transition plan from the old system to the new one, including adequate training for technicians and staff involved in the implementation, could have mitigated the software and operational problems faced during the rollout [71218]. 3. Regular monitoring and maintenance of the software and electrical components of the docking stations could have helped in early detection and resolution of any software or hardware issues, preventing them from escalating into a larger failure [71218]. |
| Fixes | 1. Implement thorough testing procedures before rolling out any new software updates or systems to ensure that glitches and software problems are identified and resolved prior to launch. This can help prevent issues like the ones experienced with the new Vélib bikes [71218]. 2. Improve communication with users to keep them informed about any changes, issues, or updates related to the software or system. Clear and transparent communication can help manage user expectations and reduce frustration [71218]. 3. Address the software and electrical problems in the docking stations promptly and effectively to ensure smooth operation of the bike-share scheme. This may involve dedicated technical support and maintenance teams to quickly resolve any issues that arise [71218]. | References | 1. Users of the Vélib bike-share scheme in Paris, including a 50-year-old public sector worker and Simon Labouret from the cycling group Paris en Selle [Article 71218]. |
| Category | Option | Rationale |
|---|---|---|
| Recurring | one_organization | (a) The software failure incident having happened again at one_organization: The software failure incident with the Vélib bike-share scheme in Paris is a case where a similar incident has happened again within the same organization. The original Vélib scheme, run by JCDecaux, also faced its own set of problems such as theft and vandalism [71218]. The transition to the new Vélib system under the new operator, Smovengo, has been plagued by glitches, delays, and technical issues with the software and electrical components of the docking stations [71218]. (b) The software failure incident having happened again at multiple_organization: There is no specific information in the provided article to suggest that a similar software failure incident has happened again at other organizations or with their products and services. |
| Phase (Design/Operation) | design, operation | (a) The software failure incident related to the design phase can be observed in the article. The chaotic rollout of a new generation of hi-tech models by the new operator, Smovengo, led to blunders such as glitches, delays, and a dwindling number of users. The new bikes were promised to be high-tech internet-connected bikes, but many docking stations faced software and electrical problems. This indicates that the failure was due to contributing factors introduced during the system development and implementation phase [71218]. (b) The software failure incident related to the operation phase is also evident in the articles. Users reported issues such as difficulties in accessing bikes, blocked bikes, and malfunctioning docking stations. The poor customer service and the overall system not working as intended led to frustration among users. This failure can be attributed to contributing factors introduced by the operation or misuse of the system [71218]. |
| Boundary (Internal/External) | within_system | (a) The software failure incident related to the Vélib bike-share scheme in Paris can be categorized as within_system. The glitches and software problems affecting the new docking stations were internal to the system implemented by the new operator, Smovengo. The delays, technical issues, and the need to resort to using batteries to power some stations all point to issues originating from within the system [71218]. |
| Nature (Human/Non-human) | non-human_actions, human_actions | (a) The software failure incident in the Vélib bike-share scheme in Paris was primarily due to non-human actions. The glitches in the new docking stations were mentioned as a significant issue, with problems related to software and electrical components. Technicians also went on strike over working rights and conditions, which further compounded the situation [71218]. |
| Dimension (Hardware/Software) | hardware, software | (a) The software failure incident occurring due to hardware: - The article mentions that many of the docking stations that have been installed have been beset by software and electrical problems, forcing Smovengo to use batteries to power some stations. This indicates that the software failure incident was partly due to hardware issues with the docking stations [71218]. (b) The software failure incident occurring due to software: - The article highlights that the new bikes introduced by the operator, Smovengo, have been blighted by glitches, delays, and dwindling users. Many docking stations have been plagued by software problems, and technicians began striking over working rights and conditions. These issues point to software-related failures in the implementation of the new Vélib system [71218]. |
| Objective (Malicious/Non-malicious) | non-malicious | (a) The software failure incident related to the Vélib bike-share scheme in Paris does not seem to be malicious. The failure was primarily attributed to glitches, delays, and technical problems with the new hi-tech bike models and docking stations introduced by the new operator, Smovengo [71218]. The issues were compounded by strikes by technicians over working rights and conditions, further exacerbating the situation. The delays in creating new docking stations and the software and electrical problems faced by the installed docking stations were key factors contributing to the failure of the system [71218]. |
| Intent (Poor/Accidental Decisions) | poor_decisions, accidental_decisions | The software failure incident related to the Vélib bike-share scheme in Paris seems to involve contributing factors from both poor decisions and accidental decisions. 1. Poor Decisions: The incident mentions that the chaotic rollout of a new generation of hi-tech models by the scheme's new operator, Smovengo, led to blunders, delays, and a dwindling number of users. The new bikes were promised to be high-tech internet-connected bikes, but the implementation faced significant challenges. The delays in creating new docking stations and the software and electrical problems at the installed docking stations indicate poor decisions in the planning and execution of the transition [71218]. 2. Accidental Decisions: The article also highlights unintended consequences and mistakes in the transition to the new Vélib system. For example, the delays in creating new docking stations, the software and electrical problems at the installed stations, and the need to use batteries to power some stations suggest unintended issues that arose during the implementation phase. Additionally, the strikes by technicians over working rights and conditions could be seen as accidental decisions that further complicated the situation [71218]. |
| Capability (Incompetence/Accidental) | development_incompetence, unknown | (a) The software failure incident related to development incompetence is evident in the chaotic rollout of the new generation of hi-tech Vélib bikes by the new operator, Smovengo. The article mentions that the new bikes have been blighted by glitches, delays, and a dwindling number of users, becoming a public relations disaster for Paris [71218]. Additionally, many of the docking stations installed by Smovengo have been beset by software and electrical problems, leading to further complications and dissatisfaction among users [71218]. (b) The software failure incident related to accidental factors is not explicitly mentioned in the provided article. |
| Duration | temporary | The software failure incident related to the Vélib bike-share scheme in Paris can be categorized as a temporary failure. The incident was caused by contributing factors introduced by certain circumstances, such as the chaotic rollout of a new generation of hi-tech bikes by the new operator Smovengo. The glitches in the software and electrical problems at the docking stations were specific issues that led to the failure of the system. The company Smovengo has promised to take measures to address these issues and improve the system, indicating that the failure is not permanent but rather a result of specific challenges that can be resolved [71218]. |
| Behaviour | crash | (a) crash: The software failure incident related to the Vélib bike-share scheme in Paris can be categorized as a crash. The new hi-tech models of the bikes were blighted by glitches, delays, and a dwindling number of users, leading to a situation where the system virtually ground to a standstill and was not performing its intended functions. This is evident from the fact that many docking stations had software and electrical problems, forcing the operator to use batteries to power some stations, and technicians began striking over working rights and conditions, further exacerbating the issues [71218]. |
| Layer | Option | Rationale |
|---|---|---|
| Perception | processing_unit, embedded_software | (a) sensor: The software failure incident related to the Vélib system in Paris was not specifically mentioned to be related to sensor errors. The issues highlighted in the articles were more focused on delays, glitches, and electrical problems with docking stations due to software and electrical problems, as well as strikes by technicians over working rights and conditions [71218]. (b) actuator: The articles did not mention any specific failures related to actuators in the Vélib system. The main issues highlighted were delays in creating new docking stations, software and electrical problems with existing docking stations, and a decrease in the number of subscribers due to the system not functioning properly [71218]. (c) processing_unit: The software and electrical problems with the docking stations in the Vélib system can be attributed to processing errors. The delays in creating new docking stations, glitches in the installed docking stations, and the need to use batteries to power some stations due to software and electrical problems indicate issues with the processing unit of the system [71218]. (d) network_communication: The articles did not specifically mention any failures related to network communication errors in the Vélib system. The highlighted issues were more related to delays, glitches, and electrical problems with docking stations, as well as strikes by technicians over working rights and conditions [71218]. (e) embedded_software: The software failure incident with the Vélib system in Paris was primarily related to embedded software errors. The docking stations were beset by software and electrical problems, leading to the need to use batteries to power some stations. The delays in creating new docking stations and the glitches in the installed stations were also attributed to software issues [71218]. |
| Communication | unknown | The software failure incident related to the Vélib bike-share scheme in Paris was not explicitly mentioned to be related to the communication layer of the cyber physical system that failed. The articles primarily highlighted issues such as glitches in the software and electrical problems at docking stations, delays in the rollout of new docking stations, and dissatisfaction among users due to the non-functional system. There was no specific mention of failures at the link_level or connectivity_level in the provided articles [71218]. |
| Application | FALSE | The software failure incident related to the Vélib bike-share scheme in Paris was not explicitly mentioned to be related to the application layer of the cyber physical system. The issues highlighted in the articles primarily focused on glitches, delays, software, and electrical problems with the new hi-tech bikes and docking stations, as well as labor strikes affecting the service. Therefore, it is unknown whether the failure was specifically related to the application layer of the cyber physical system based on the information provided in the articles [71218]. |
| Category | Option | Rationale |
|---|---|---|
| Consequence | delay | The consequence of the software failure incident related to the Vélib bike-share scheme in Paris was primarily delays and harm to the users. The software and electrical problems with the new docking stations caused delays in accessing bikes, leading to frustration among users [71218]. Additionally, the glitches and delays in the system resulted in a drop in the number of Vélib subscribers, impacting the users' ability to utilize the service effectively [71218]. |
| Domain | transportation | The software failure incident discussed in the article is related to the transportation industry. The incident involves the Vélib self-service bike-share scheme in Paris, which aimed to revolutionize green transport in the city [Article 71218]. The failure of the new generation of hi-tech bikes, introduced by the new operator Smovengo, has led to numerous issues such as glitches, delays, dwindling users, and operational problems with docking stations [Article 71218]. The software and electrical problems faced by the docking stations, along with the delays in creating new docking stations, have significantly impacted the functionality and user experience of the Vélib system, which is a key component of the transportation industry in Paris. |
Article ID: 71218