| Recurring |
one_organization, multiple_organization |
(a) The software failure incident related to the incorrect script provided to call center representatives at the federal Obamacare call center is an example of a software failure incident happening again within the same organization. The incident of providing incorrect information to users had occurred previously, as mentioned in the article, where call center representatives were mistakenly given the wrong script, leading to confusion among users about resetting their passwords [22557].
(b) The technical glitches and errors experienced by visitors to Healthcare.gov, the federal site for the Affordable Care Act, indicate that software failure incidents have occurred at multiple organizations. The article mentions that the federal site has been plagued by technical glitches since its launch on October 1, with visitors experiencing slow connection speeds and error messages preventing them from purchasing insurance. These issues were attributed to a specific software component that crashed under high visitor volume, leading to the need for software changes to increase efficiency and handle higher volumes [22557]. |
| Phase (Design/Operation) |
design, operation |
(a) The software failure incident related to the design phase is evident in the incorrect script provided to call center representatives, leading to misinformation about resetting passwords on Healthcare.gov. This issue was attributed to a wrong script being provided to the representatives, which was quickly corrected [22557].
(b) The software failure incident related to the operation phase is highlighted by the slow connection speeds, error messages, and crashes experienced by visitors to Healthcare.gov. These issues were mainly caused by a specific software component that crashed under high visitor volumes, leading to glitches and preventing users from purchasing insurance. Efforts were made to improve the system's efficiency and capacity to handle higher volumes by making software changes and adding server capacity [22557]. |
| Boundary (Internal/External) |
within_system, outside_system |
The software failure incident related to the Obamacare website can be analyzed as follows:
(a) within_system: The incident involved a specific software component crashing under high volume, leading to slow connection speeds and error messages for users trying to purchase insurance on Healthcare.gov. The federal official confirmed that the software component struggled under higher volumes, causing the problems. Software changes were made to increase efficiency and handle higher volumes [22557].
(b) outside_system: The initial technical glitches and slow connection speeds experienced by users were attributed to higher-than-expected traffic volume on the website. Federal officials mentioned that on the first day of the launch, 4.7 million people visited HealthCare.gov, and 133,000 contacted the call center, leading to issues with the system's performance. The incident was exacerbated by the unexpected volume of visitors, which originated from outside the system [22557]. |
| Nature (Human/Non-human) |
non-human_actions, human_actions |
(a) The software failure incident was attributed to a specific software component crashing under high visitor volume, leading to glitches on Healthcare.gov. A federal official confirmed that this software component was mainly to blame for the issues, as it worked fine at lower volumes but caused problems at higher volumes. Software changes were made to increase efficiency and handle higher traffic levels, indicating a failure due to non-human actions [22557].
(b) The incident also involved human actions, as call center representatives were mistakenly provided with an incorrect script that led them to tell callers that their Healthcare.gov passwords needed to be reset. This incorrect information was quickly corrected, highlighting a human error that contributed to the confusion experienced by users contacting the call center [22557]. |
| Dimension (Hardware/Software) |
hardware, software |
(a) The software failure incident mentioned in the articles was primarily attributed to a specific software component that crashed under high volume of visitors to Healthcare.gov. A federal official confirmed that this software component was mainly to blame for the glitches experienced by users trying to purchase insurance [22557].
(b) In addition to the hardware-related issue mentioned above, software changes were made to the system to increase efficiency and handle higher volumes of traffic. The article highlights that at lower volumes, the software component worked fine, but at higher volumes, it created problems, leading to the need for software changes to improve system efficiency [22557]. |
| Objective (Malicious/Non-malicious) |
non-malicious |
(a) The software failure incident described in the articles does not indicate any malicious intent. The incident was primarily attributed to technical glitches, incorrect scripts provided to call center representatives, and a specific software component crashing under high volume. There is no indication that the failure was caused by any deliberate actions to harm the system or its users [22557].
(b) The software failure incident was non-malicious in nature, stemming from technical issues, incorrect information provided to call center representatives, and software components not being able to handle the high volume of visitors. The incident was characterized by errors, glitches, and inefficiencies rather than any intentional harm or malicious actions [22557]. |
| Intent (Poor/Accidental Decisions) |
poor_decisions, accidental_decisions |
From the provided article, it is evident that the software failure incident related to the Obamacare call center and Healthcare.gov had elements of both poor decisions and accidental decisions contributing to the failure.
1. Poor Decisions:
The incident involved poor decisions in terms of providing call center representatives with an incorrect script, leading to misinformation being provided to users about resetting their passwords [22557]. This poor decision resulted in confusion and unnecessary actions by users, impacting the user experience and potentially causing frustration.
2. Accidental Decisions:
On the other hand, the provision of the wrong script to call center representatives was described as a mistake or accident, as officials mentioned that it was a wrong script that was provided for only a short time and had been corrected [22557]. This accidental decision led to the dissemination of incorrect information but was not intended to cause harm or disrupt the system deliberately.
Therefore, the software failure incident involved a combination of poor decisions (providing incorrect scripts) and accidental decisions (mistakenly giving wrong information), highlighting a mix of contributing factors that led to the incident. |
| Capability (Incompetence/Accidental) |
development_incompetence, accidental |
(a) The software failure incident related to development incompetence is evident in the incorrect script provided to call center representatives regarding the need to reset passwords on Healthcare.gov. This mistake was attributed to a wrong script being provided to the representatives, indicating a failure in ensuring the accuracy and professionalism of the scripts used [22557].
(b) The software failure incident also involved accidental factors, as the incorrect script was mistakenly given to call center representatives, leading to the dissemination of inaccurate information to users. The incident was described as a short-lived mistake that was promptly corrected once identified, highlighting the accidental nature of the error [22557]. |
| Duration |
temporary |
The software failure incident related to the Obamacare call center providing incorrect information about resetting passwords was temporary. The incident was caused by a wrong script being provided to call center representatives, which was quickly corrected. The wrong script was read for only a short time on the morning the incident occurred [22557]. |
| Behaviour |
crash, other |
(a) crash: The software failure incident mentioned in the articles involved a crash where a specific software component crashed under the high volume of visitors to Healthcare.gov, leading to glitches and error messages preventing users from purchasing insurance [22557].
(b) omission: There is no specific mention of the software failure incident being related to the system omitting to perform its intended functions at an instance(s).
(c) timing: The software failure incident is not described as a timing issue where the system performed its intended functions correctly but too late or too early.
(d) value: The software failure incident did not involve the system performing its intended functions incorrectly.
(e) byzantine: The software failure incident is not characterized by the system behaving erroneously with inconsistent responses and interactions.
(f) other: The behavior of the software failure incident was mainly attributed to a crash of a specific software component under high visitor volume, leading to slow connection speeds, error messages, and glitches preventing users from purchasing insurance on Healthcare.gov [22557]. |