[sims] Urgent Capita SIMS Data Issue - Issued by childrens services

[Steve21]

Possibly a stupid question, but what do we actually need to do about this? I've run my database diagnostics and have a list of contacts affected - so what next? Do I unlink those contacts from my existing students and then create new contact records using information from previous data collection sheets, or is there a magic button to reverse the changes?

 

No automated fix currently, so basically it seems to be a manual job as you mentioned, but we're finding a lot of the listed issues aren't wrong so not entirely sure which is and isn't without reading through every applicant forms

 

Steve

[MrMat]

Yep it was direct from Capita (ESS) Customer Manager style peeps!

Steve

Thanks Steve. How very interesting.

 

I've posed the question to Capita just now.

 

Also worth mentioning that the SQL Script Capita sent out has a line in it stating that the original patch that caused the issue was released in April 2017...

 

Seeking clarification from Capita on that too.

[hiphopamus]

Possibly a stupid question, but what do we actually need to do about this? I've run my database diagnostics and have a list of contacts affected - so what next? Do I unlink those contacts from my existing students and then create new contact records using information from previous data collection sheets, or is there a magic button to reverse the changes?

 

We are advising our schools to send a blank data collection sheet (provided by us) to all potentially affected contacts and then go through each one making sure that they are linked to the correct students and have the right details against them.

[enjay]

No automated fix currently, so basically it seems to be a manual job as you mentioned, but we're finding a lot of the listed issues aren't wrong so not entirely sure which is and isn't without reading through every applicant forms

 

Fortunately, it has only flagged about 10 contacts, so manually checking the forms shouldn't be too big a pain here. The data manager and I have decided to shelve this one until Monday when things will be a LOT calmer!

[Banjo]

We have a report that puts the students name and address into columns, next to contact 1 address, postacode, contact 2, address postcode.

 

You can drop this into Excel or do it manually with a ruler. :-)

 

Where they all match up you don't have an issue. Where 1 or more contacts have a different address to the student you MAY have an issue.

 

If you have the old paper copies of the Contact Information Forms get them out and check for errors against this list. > If not then you need to reissue new contact forms ASAP.

 

Optionally, you can create a UDF and flag each student identified with a 'potential issue' until you receive back their completed new contact forms and use this as a filter when sending out letters/reports.

[jenatddm]

We have a report that puts the students name and address into columns, next to contact 1 address, postacode, contact 2, address postcode.

 

You can drop this into Excel or do it manually with a ruler. :-)

 

Where they all match up you don't have an issue. Where 1 or more contacts have a different address to the student you MAY have an issue.

 

If you have the old paper copies of the Contact Information Forms get them out and check for errors against this list. > If not then you need to reissue new contact forms ASAP.

 

Optionally, you can create a UDF and flag each student identified with a 'potential issue' until you receive back their completed new contact forms and use this as a filter when sending out letters/reports.

 

 

Good advice. But has anyone yet done any thinking and documented where the incorrect data may have been sent onwards outside school to third-parties such as developers, or other data collections by the LA, social services, DfE in census etc?

[pete]

Has anyone who buys SIMS from their LA been sent timely information about the problem?

[MrMat]

Just this second finished the webinar with Capita.

 

It confirmed a few things but nothing too new. They have just announced that full documentation/guidance notes will be available very soon (probably Monday).

 

Apparently the documentation will detail each of the different situations as well some general advice as to how to deal with each scenario.

[enjay]

Good advice. But has anyone yet done any thinking and documented where the incorrect data may have been sent onwards outside school to third-parties such as developers, or other data collections by the LA, social services, DfE in census etc?

 

The issue affects contact details for parents, etc. - nothing which would be included in census and unlikely to be sent anywhere outside school except for Schoolcomms/ParentMail/etc.

[MrMat]

Has anyone who buys SIMS from their LA been sent timely information about the problem?

I'm not here to defend LA's at all because I know some are poor however, as an LA ourselves I think it is important to say that we received nothing from Capita. No emails, calls, warnings etc. Zero, zilch, nada.

 

The only reason we knew about it is from the forums and announcements on MyAccount and Edugeek.

 

Again not defending anyone but worth mentioning that it's not been effectively communicated even to us.

[vikpaw]

That is shambolic!

I can understand the 'it's not our responsibility to report a breach to the ICO' viewpoint, but it sure as hell is their responsibility to report the issue to their clients who are seemingly completely unaware. I'm guessing it's not just LAs but third party support companies as well that are potentially blindside by this.

Shocking behaviour.

[vikpaw]

We are advising our schools to send a blank data collection sheet (provided by us) to all potentially affected contacts and then go through each one making sure that they are linked to the correct students and have the right details against them.

^^Absolutely.

 

Regardless of patches, diagnostics etc. This is the best course of action to be certain data is cleaned.

 

I doubt there would be any log of changes made, and checking for updates or comparing to a backup is not going to be practical, especially when the issue has probably been latent in the background for some time.

 

Run the patch to stop it happening again.

Run the diagnostics and follow guidance to highlight urgent cases to check.

Re-check all data via new data collection sheets. It's not even worth relying on existing forms on file, we know this data is often not up to date and unclean anyway.

 

Take the opportunity to do a full sweep up and re-check the data. I wouldn't be waiting around for further guidance or fixes, the new year will be upon us all too quickly...

[StevieM]

I spent the entire day on Friday trying to get my head around exactly what has happened and, for us at least, the problem goes way beyond the 'matching records' bug being touted by Capita.

 

The database diagnostics reported 178 potential issues, 131 of which are tagged [99].

 

Exactly 100 are flagged with 'No Contact Address' - Contacts already on our system did have an address before the import, but don't have anymore. I've just been over to our infant school to have a quick look at their system and the few contacts that I checked did have an address. Looking at the CTF xml file, the contact address fields are either populated with an actual address or are flagged as true. In either case, it appears that the address from the CTF is listed in the Proposed address column of the diagnostic report, but it has not been imported. This affects contacts that are new to our database - not just matching ones.

25 are flagged with 'Incorrect Contact Link' - Most of these actually appear to be correct (although we will double check, of course). At least two results report a link that doesn't actually exist in either the contact's or the pupil's record.

 

The remaining 6 results relate to two contacts, each flagged with 'Incorrect Contact Address', 'Require New Contact Record for Applicant' and 'Contact Tel No'. One has recently moved house and, for the other, the proposed address is identical to the current address.

 

Is anybody experiencing problems like these that affect new contacts?

[Steve21]

As silly as it sounds I take it whoever did your import didn't just tell it not to import contact info? (Ticky box wise). No idea why you'd be missing all contact info otherwise, but guess it could be another issue

 

Steve

[StevieM]

I thought about that. That's why I waited until this morning to post as I wanted to check with our admin office first. All boxes ticked for import, including Student Contacts. The contacts have been imported, just not their addresses.

[enjay]

25 are flagged with 'Incorrect Contact Link' - Most of these actually appear to be correct (although we will double check, of course). At least two results report a link that doesn't actually exist in either the contact's or the pupil's record.

 

The two which you can't find - is it possible you have duplicated entries for the contact, e.g. Fred Bloggs and Frederick Bloggs (or even just two Fred Bloggs)? We found lots of those when we trawled our data for them a few years back.

[MrMat]

Capita have released full guidance notes on how to run and deal with any queries etc.

 

It's not yet available on MyAccount but will be available later today apparently. I've got a draft copy ('friend of a friend' but sorry i can't share it).

 

However, get onto your support units and ask them to keep their eyes peeled for it and over to you when it becomes available.

 

 

Update: Our Customer Success Manager from Capita has just forwarded us a copy directly so it's on it's way out!

 

Note, it's still not the easiest thing in the world but at least gives you something to go on.

Edited July 23, 2018 by MrMat

[Banjo]

Guidance is out UPDATED SSUs - How to Identify and Correct Data Impacted by the CTF Import Incident.pdf

[vikpaw]

Guidance is out [ATTACH]49768[/ATTACH]

Thanks for this.

 

I've injected a link into the top of the thread to make it easier for anyone that comes across the thread now to quickly find it.

Please let us know if things change and it needs updating / editing.

[enjay]

The thing I found confusing with the check 99 report is it lists the associated child as "applicant" even though they've been here for years, presumably because they were an applicant once.

[pete]

I'm not here to defend LA's at all because I know some are poor however, as an LA ourselves I think it is important to say that we received nothing from Capita. No emails, calls, warnings etc. Zero, zilch, nada.

 

The only reason we knew about it is from the forums and announcements on MyAccount and Edugeek.

 

Again not defending anyone but worth mentioning that it's not been effectively communicated even to us.

 

I wasn't fingerpointing - I just wondered if Capita had informed anyone other than directly-supported customers.

[enjay]

Right, we're making some progress here. We've identified and corrected all the contacts who are linked to applicants and current students, but there are several contacts on the check 99 who are only linked to one current student. Why are they are in the report, and can I ignore them? Is it just picking up their prior association with other students?

[enjay]

Right, we're making some progress here. We've identified and corrected all the contacts who are linked to applicants and current students, but there are several contacts on the check 99 who are only linked to one current student. Why are they are in the report, and can I ignore them? Is it just picking up their prior association with other students?

 

Answering my own question here in case it is useful to anyone else. Apparently, the new check 99 is looking back to April 2017, as that is when this error first appeared. So, the records which are only linked to a current student are students we have admitted since that date, either individually or in September's cohort. Since we've done a full data collection since that date, we can be confident those records are correct.

[jenatddm]

Answering my own question here in case it is useful to anyone else. Apparently, the new check 99 is looking back to April 2017, as that is when this error first appeared. So, the records which are only linked to a current student are students we have admitted since that date, either individually or in September's cohort. Since we've done a full data collection since that date, we can be confident those records are correct.

 

Can you make an initial assessment of where your affected data may have been shared / passed on to third parties since the data were incorrect? [Trying to establish extent of where damage limitation may need considered (LA / MATs / DfE census / third-party researchers https://www.gov.uk/government/publications/dfe-external-data-shares ) and therefore where your corrections in your own data set may not be the only end point where error correction needed] Thanks.

[enjay]

@jenatddm For us, there was no incorrect sharing as all the contacts flagged in the report were genuine, e.g. someone with a child already in the school and one in the new intake. I don't think census would be affected for anyone, as the issue lies in phone numbers and email addresses for contacts and that isn't collected in census. The impact I can imagine schools seeing is having sent personalised emails to the wrong address, either via Schoolcomms/ParentMail, Show My Homework/etc. and staff copying individual addresses from SIMS.