| Recurring |
one_organization, multiple_organization |
(a) The software failure incident having happened again at one_organization:
- The article reports that the Royal Bank of Scotland (RBS) experienced a computer glitch due to a botched software upgrade, affecting payments to and from accounts at NatWest, RBS, and Ulster Bank [12555].
- The incident was triggered when the bank updated a key piece of software called CA-7, leading to widespread disruptions for millions of customers [12555].
(b) The software failure incident having happened again at multiple_organization:
- The article mentions that the technology website The Register claimed a serious error committed by an "inexperienced operative" caused the meltdown, potentially based in India, suggesting a broader issue beyond just one organization [12555].
- The impact of the software failure incident extended to non-customers who were affected because their employer banks with the group, indicating a ripple effect on multiple organizations and individuals [12555]. |
| Phase (Design/Operation) |
design, operation |
(a) The software failure incident in Article 12555 was attributed to a computer glitch that occurred during a software upgrade at Royal Bank of Scotland. The bank updated a key piece of software called CA-7, which led to the problems affecting millions of customers across RBS, NatWest, and Ulster Bank. The failure was linked to contributing factors introduced during the system development and system updates processes [12555].
(b) The software failure incident in Article 12555 also highlighted issues related to the operation of the system. Customers faced challenges such as being unable to see their account balances, bills not being paid, and delays in receiving payments. These operational issues caused significant disruptions for both customers and non-customers, impacting their ability to access funds, make payments, and conduct financial transactions. The failure was linked to contributing factors introduced during the operation or misuse of the system [12555]. |
| Boundary (Internal/External) |
within_system |
(a) within_system: The software failure incident at Royal Bank of Scotland, NatWest, and Ulster Bank was primarily caused by a computer glitch resulting from a botched software upgrade. The bank updated a key piece of software called CA-7, which led to the unraveling of the system [12555]. Additionally, a serious error committed by an inexperienced operative, possibly based in India, was also identified as a contributing factor to the meltdown [12555].
(b) outside_system: The article does not provide specific information about contributing factors originating from outside the system. |
| Nature (Human/Non-human) |
non-human_actions, human_actions |
(a) The software failure incident occurring due to non-human actions:
The incident was attributed to a computer glitch that occurred during a software upgrade at the Royal Bank of Scotland, affecting payments to and from accounts at NatWest, RBS, and Ulster Bank [12555]. The problems were said to have started when the bank updated a key piece of software called CA-7, indicating a failure introduced by the software update itself [12555].
(b) The software failure incident occurring due to human actions:
The bank denied that the "offshoring" of IT jobs to India had led to the problems, but there were claims that a serious error committed by an "inexperienced operative," possibly based in India, caused the meltdown [12555]. This suggests that human actions, specifically an error made by an individual, may have contributed to the software failure incident. |
| Dimension (Hardware/Software) |
software |
(a) The software failure incident occurring due to hardware:
- The article does not specifically mention hardware as a contributing factor to the software failure incident at the Royal Bank of Scotland. It primarily focuses on a computer glitch resulting from a botched software upgrade and a serious error committed during the update of a key piece of software called CA-7 [12555].
(b) The software failure incident occurring due to software:
- The software failure incident at the Royal Bank of Scotland was primarily attributed to a computer glitch resulting from a botched software upgrade and a serious error committed during the update of a key piece of software called CA-7. The bank denied that offshoring of IT jobs to India led to the problems, but there were claims of errors by an inexperienced operative, possibly based in India, causing the meltdown [12555]. |
| Objective (Malicious/Non-malicious) |
non-malicious |
(a) The software failure incident at Royal Bank of Scotland, NatWest, and Ulster Bank was non-malicious. The incident was attributed to a computer glitch caused by a botched software upgrade affecting payments to and from accounts at these banks [12555]. The bank denied that offshoring IT jobs to India led to the problems, although a serious error by an inexperienced operative, possibly based in India, was mentioned as a contributing factor [12555].
(b) The software failure incident was non-malicious, as there is no indication in the article that the failure was due to any malicious intent or actions by individuals. The failure was primarily caused by a software glitch during an upgrade process, leading to widespread disruptions in customer accounts and financial transactions [12555]. |
| Intent (Poor/Accidental Decisions) |
poor_decisions |
(a) The software failure incident at Royal Bank of Scotland (RBS) was primarily attributed to poor decisions. The incident was triggered by a botched software upgrade affecting millions of customers across RBS, NatWest, and Ulster Bank. The bank updated a key piece of software called CA-7, which led to the unraveling of the situation. The failure was linked to a serious error committed by an "inexperienced operative," possibly based in India, highlighting issues with the decision-making process and operational oversight [12555]. |
| Capability (Incompetence/Accidental) |
development_incompetence, accidental |
(a) The software failure incident in Article 12555 was attributed to development incompetence. The incident was caused by a serious error committed by an "inexperienced operative" during a software upgrade, which led to a meltdown affecting millions of customers of Royal Bank of Scotland, NatWest, and Ulster Bank. The error was linked to the update of a key piece of software called CA-7, and there were suggestions that the error may have been made by an inexperienced individual, possibly based in India [12555].
(b) The software failure incident in Article 12555 was also described as accidental. The bank was quick to deny that offshoring IT jobs to India had led to the problems, indicating that the error was not intentional but rather a result of a mistake made by an inexperienced operative during the software upgrade process [12555]. |
| Duration |
temporary |
The software failure incident reported in Article 12555 was temporary. The incident began on the night of 19 June when Royal Bank of Scotland discovered a computer glitch caused by a botched software upgrade affecting payments to and from accounts at NatWest, RBS, and Ulster Bank. The problems persisted for at least 10 days, with some customers still experiencing financial chaos even after normal service had resumed for some. Additionally, as many as 100,000 customers with Ulster Bank were informed they would not have access to their money until a later date [12555]. |
| Behaviour |
crash, omission, value, other |
(a) crash: The software failure incident in the article can be categorized as a crash as it led to a situation where millions of customers were unable to see how much money was in their accounts, bills were not being paid, and payments were delayed, causing significant disruptions and financial hardships [12555].
(b) omission: The software failure incident can also be classified as an omission as customers reported instances where their wages were not appearing in their accounts, direct debits were being returned unpaid, and payments were not going through, leading to late payment charges and financial difficulties [12555].
(c) timing: The timing of the software failure incident can be considered a factor as well. While the system was eventually able to process some transactions and update account balances, there were delays in resolving the issues, with some customers still facing chaos in their finances even after 10 days into the crisis [12555].
(d) value: The software failure incident can be linked to a value failure as the system was providing incorrect information to customers, such as showing cleared balances but not reflecting available balances, causing confusion and panic among account holders [12555].
(e) byzantine: The software failure incident does not exhibit characteristics of a byzantine failure, which involves inconsistent responses and interactions. The incident described in the article primarily revolves around technical issues causing delays, omissions, and incorrect information rather than erratic or inconsistent behavior [12555].
(f) other: The software failure incident can be further described as a widespread system breakdown that impacted not only the bank's own customers but also non-customers, small businesses, and even individuals indirectly connected to the affected banks. The incident resulted in financial hardships, delayed payments, and disruptions in various financial transactions, showcasing a significant failure in the system's reliability and functionality [12555]. |