| Recurring |
unknown |
(a) The software failure incident having happened again at one_organization:
- The article does not mention any previous incidents of a similar nature happening again within Nationwide or with its products and services. Therefore, there is no evidence to suggest that this specific software failure incident has occurred again within the same organization [121919].
(b) The software failure incident having happened again at multiple_organization:
- The article does not provide information about similar incidents happening at other organizations or with their products and services. Hence, there is no indication that this specific software failure incident has occurred again at multiple organizations [121919]. |
| Phase (Design/Operation) |
design, operation |
(a) The software failure incident in the Nationwide banking system can be attributed to the design phase. The incident was caused by a banking glitch that prevented customers from spending or receiving money, accessing online banking accounts, and processing payments properly [121919]. This glitch was likely introduced by system development or updates that led to errors in the payment system, causing inconvenience to customers and delays in payment processing.
(b) Additionally, the software failure incident can also be linked to the operation phase. Customers faced issues with transferring or receiving money, accessing online banking accounts, and making payments, indicating problems with the operation or usage of the system [121919]. The delays in payment processing and the inability to access funds can be considered operational failures that impacted the functionality of the banking system. |
| Boundary (Internal/External) |
within_system, outside_system |
From the provided articles, the software failure incident at Nationwide can be attributed to factors both within and outside the system:
(a) within_system: The software failure incident within the system is evident from the fact that customers were unable to transfer or receive money, access their online banking accounts, and experienced delays in payment processing [121919].
(b) outside_system: On the other hand, the software failure incident was also influenced by factors outside the system, such as frustrated customers expressing their concerns on social media, indicating the impact of the failure on their ability to receive wages and go shopping before Christmas [121919]. |
| Nature (Human/Non-human) |
non-human_actions, human_actions |
(a) The software failure incident in the Nationwide banking system was primarily due to non-human actions. The incident was described as a "banking glitch" that caused customers to be unable to spend or receive money, access online banking accounts, or make transfers [Article 121919]. The company mentioned that Direct Debits and standing orders were working normally, indicating that the issue was specific to certain functionalities within the system. Additionally, the Nationwide website displayed error messages to communicate the status of the payment system, and the team was actively working to resolve the problems [Article 121919].
(b) Human actions also played a role in the software failure incident. Customers expressed frustration on social media about the delays in receiving payments and the inability to access their money for an extended period. Some customers criticized Nationwide for the delays, lack of communication, and overall poor service quality during the outage [Article 121919]. Representatives from Nationwide responded to these complaints, acknowledging the issues and apologizing for the inconvenience caused to customers. |
| Dimension (Hardware/Software) |
software |
(a) The software failure incident reported in Article 121919 was not attributed to hardware issues. The incident was specifically related to a banking glitch affecting Nationwide customers, causing problems with transferring or receiving money, accessing online banking accounts, and delays in payment processing. The company mentioned that Direct Debits and standing orders were working normally, indicating that the issue was more software-related rather than hardware-related [121919]. |
| Objective (Malicious/Non-malicious) |
non-malicious |
(a) The software failure incident reported in Article 121919 was non-malicious. The incident was described as a banking glitch that affected Nationwide customers, leading to issues with transferring or receiving money, accessing online banking accounts, and delays in payments. The company acknowledged the problem, displayed error messages on their website, and assured customers that the team was working to resolve the issues as soon as possible. Representatives from Nationwide responded to frustrated customers online, apologized for the delays, and mentioned that the issue had been resolved, with queued payments being processed and refunds being offered for charges and fees incurred as a result of the problem. There was no indication in the article that the failure was caused by malicious intent or actions [121919]. |
| Intent (Poor/Accidental Decisions) |
unknown |
(a) The software failure incident reported in Article 121919 seems to be more related to poor_decisions. The incident was described as a banking glitch that caused chaos for Nationwide customers, leading to issues with transferring or receiving money and accessing online banking accounts. Customers expressed frustration on social media, highlighting delays in receiving payments and the inability to make essential purchases before Christmas. Nationwide representatives acknowledged the delays and apologized for the inconvenience caused, indicating that the issue had been resolved and payments were being processed [121919]. |
| Capability (Incompetence/Accidental) |
accidental |
(a) The software failure incident reported in the articles does not indicate any specific evidence of development incompetence. The issue seems to be more related to a technical glitch or system outage rather than a failure caused by lack of professional competence.
(b) The software failure incident appears to be accidental, as it was described as a banking glitch that caused customers to be unable to spend or receive money. The incident was not attributed to intentional actions or deliberate sabotage but rather to an unexpected technical issue that affected the payment system [121919]. |
| Duration |
temporary |
(a) The software failure incident described in the articles was temporary. Customers experienced issues with transferring or receiving money, accessing online banking accounts, and delays in payments processing. The incident caused frustration among customers, with some expressing their concerns on social media. Nationwide acknowledged the problem and mentioned that they were working to resolve it as quickly as possible. The company also provided updates on their website and responded to customers' complaints. Ultimately, the issue was resolved, and Nationwide stated that all payments that had been queued were being processed, and they would refund any charges and fees incurred by customers as a result of the problem [121919]. |
| Behaviour |
crash, omission, timing, value, byzantine, other |
(a) crash: The software failure incident in the Nationwide banking system resulted in customers being unable to access any services, transfer or receive money, or get into their online banking accounts, indicating a crash where the system lost its state and did not perform its intended functions [Article 121919].
(b) omission: Customers reported being unable to receive wages and go shopping before Christmas due to the payment system outage, indicating an omission where the system omitted to perform its intended functions at that instance [Article 121919].
(c) timing: Some customers experienced delays in receiving their payments, with one customer mentioning receiving their payment 11 hours after it was supposed to arrive, indicating a timing issue where the system performed its intended functions but too late [Article 121919].
(d) value: The software failure incident led to customers facing delays in deposits, inability to access their money, and delays in payments, indicating a value issue where the system performed its intended functions incorrectly [Article 121919].
(e) byzantine: The Nationwide banking system displayed inconsistent responses to customers, with some experiencing delays in payments while others faced complete inability to access their accounts, suggesting a byzantine behavior with inconsistent interactions and responses [Article 121919].
(f) other: The software failure incident also caused frustration among customers, with some expressing their dissatisfaction on social media and criticizing Nationwide for the ongoing issues, which could be categorized as an "other" behavior of the system failure incident [Article 121919]. |