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

[jenatddm]

Thanks. What about API that extract data out regularly to third party software that uses the email -- ie ParentPay et al?

 

- - - Updated - - -

 

@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.

 

So phone numbers and email addresses only -- not address?

[enjay]

So phone numbers and email addresses only -- not address?

 

Honestly, not sure - hard to tell because we weren't affected. Perhaps someone from a school which had contacts updated incorrectly could advise...

[Steve21]

For anyone who hasn't noticed it seems most of the SIMs Online bits have been disabled until the new patches are released:

 

Consolidated patches

It is our intention to release on Friday 17th August a new patch and associated guide for the SIMS Spring and Summer releases. This is subject to the satisfactory completion of our testing and UAT processes. This patch will need to be applied by all customers. Capita hosted SIMS customers will be updated out of hours on the day of release.

 

This patch will update the diagnostics tool (covering incorrect links for contacts who did not live at the same address as the pupil, for example social worker/divorced parents) and ensure the CTF import is working as expected.

 

This new patch must be applied, diagnostics undertaken, and manual fixes completed before the SIMS Modules can be reactivated.

 

Reactivation of SIMS modules

Following the release of the consolidated patch schools will be able to reactivate directly their SIMS Online Services listed above through the Product Admin Site (https://admin.sims.co.uk). Schools will be asked first whether they have completed the data clean-up and will need to acknowledge they are happy to reactivate their service.

 

Similarly, schools will be able to reactivate Agora through its admin site (https://www.simsagora.co.uk).

 

Download & Support | Capita Education Support Services

 

Steve

[vikpaw]

Ouch!

[DODICT]

I like it - 'we screwed your data months ago, apologies if your not aware of that we were very vague in our admission of the cause, the issue and the impact, so now we are eventually stopping some of the potential implications, normal service will resume when you tick a box saying you have fixed all of the problems caused by us and capita isnt responsible for any breaches forthwith!'

 

Have I got that about right ?

[Rawns]

I like it - 'we screwed your data months ago, apologies if your not aware of that we were very vague in our admission of the cause, the issue and the impact, so now we are eventually stopping some of the potential implications, normal service will resume when you tick a box saying you have fixed all of the problems caused by us and capita isnt responsible for any breaches forthwith!'

 

Have I got that about right ?

 

That should be Capita's new company tagline!

[pete]

I like it - 'we screwed your data months ago, apologies if your not aware of that we were very vague in our admission of the cause, the issue and the impact, so now we are eventually stopping some of the potential implications, normal service will resume when you tick a box saying you have fixed all of the problems caused by us and capita isnt responsible for any breaches forthwith!'

 

Have I got that about right ?

 

You forgot "we're going to break your online services during the middle of exam results weeks".

[limawhiskey]

What is covered by "SIMS Online" services? I haven't heard that term before.

[matt40k]

What is covered by "SIMS Online" services? I haven't heard that term before.

 

I think you've just made Capita Marketing Team cry.

[pete]

What is covered by "SIMS Online" services? I haven't heard that term before.

 

List of affected product functionality:

 

Edited August 17, 2018 by pete

[truebluesteve]

I knew nothing about this issue until I got an email from our Data Manager when I was on holiday in Mallorca last week - have heard nothing from Capita at all even though they 'support' us directly.

 

Their response to the issue in terms of liability and communication has confirmed what I have always thought about the organisation. The plus side is that it will hopefully give me some ammunition in my quest to get our SLT to look at some better and cheaper alternatives to SIMS.

 

Finally what the flying fox is a 'Customer Success Manager'?

[enjay]

Finally what the flying fox is a 'Customer Success Manager'?

 

It is one of those job titles you'd probably lie about having, isn't it. Like a friend of mine who is a "product evangelist".

[truebluesteve]

It is one of those job titles you'd probably lie about having, isn't it. Like a friend of mine who is a "product evangelist".

 

It sure is!

 

It's an oxymoron when it comes to Capita, but I suppose 'Damage Limitation Manager' is probably a bit too close to home!

Edited August 24, 2018 by truebluesteve

[enjay]

It's an oxymoron when it comes to Capita, but I suppose 'Damage Limitation Manager' is probably a bit too close to home!

 

Being a manager of something doesn't guarantee its success, remember! I think your suggestion is a better title though!

[CAM]

I've also discovered that it disabled CTF Import functionality and our Admissions Officer was unable to clear the error message. I had to use my account to agree to the "We checked so it isn't Capita's fault" disclaimer (which proceeds to record your username as the one getting rid of the message, Capita is really keen to distance themselves from any responsibility surrounding this).

[BrownShoes]

Customer Success Manager - sounds like Corporate Responsibility Avoidance Personnel to me...

[mikes]

Goes to show that software companies have no liability whatsoever. They can sell software with dangerous defects with no damage to themselves other than a bad reputation hit (and with Capita that is no damage at all)

[SecretSquirral]

As a supplier this response from Capita is really not helpful in any shape way or form.

 

Everyone is nervous about GDPR and data protection especially with the Data Controller v Data Processor relationship. Technically, Capita is sort of right (I'd love to see the ICO's take on it) it's the Data Controllers Data so it is the Data Controllers responsibility to ensure the accuracy of it; not the Data Processor. However, if I understand the situation it is the Data Processors' software that had an issue and mixed up contacts so I would have liked to have seen a much more honest and proactive response. But as Capita is every bodies favorite outsourcer I can see that they are just trying to protect themselves when really there is no alternative but use their services.

 

I can state a lot of us Data Processors sucked air through our teeth when we read the statements; not the line I would have taken. Shame as it was a good opportunity to do it differently.

[enjay]

But as Capita is every bodies favorite outsourcer I can see that they are just trying to protect themselves when really there is no alternative but use their services.

 

I think you've nailed it there. Changing MIS would be a huge undertaking, so Capita would have to do something incredibly bad and time-consuming to unpick before schools changed. If SIMS was a product which had some genuine competition and would be easy to switch from, I think Capita's response would have been different.

[mikes]

I think you've nailed it there. Changing MIS would be a huge undertaking, so Capita would have to do something incredibly bad and time-consuming to unpick before schools changed. If SIMS was a product which had some genuine competition and would be easy to switch from, I think Capita's response would have been different.

 

yeah they are like Microsoft used to be, they can say and do anything without caring as what are their users going to do? they can't go elsewhere.

Do you think a dealer who has the only skag in town will be upset if he annoys an addict? he knows that addict is going to come to him regardless.

[jenatddm]

For anyone who hasn't noticed it seems most of the SIMs Online bits have been disabled until the new patches are released:

 

 

 

Download & Support | Capita Education Support Services

 

Steve

 

What's the current status anyone, please of

 

a) support from Capita

b) clarity of information what the current issues are and actions (that may be) required

c) data issues?

[limawhiskey]

@vikpaw - the guidance seems to have been updated:

 

SIMS 7 - CTF Issue

 

How to Identify and Correct Data Impacted by the CTF Import Incident [PDF]

[limawhiskey]

I don't think we are affected, but can someone check my logic please?

 

• 24 Jan 2018 - Autumn release applied
  
• 12 Jul 2018 - Summer release applied
  
• There is no record in SOLUS3 of patch 22527 being applied.
  

Between the above dates, we had no CTF files imported (looking at Routines > Data In > CTF > View Import History Log) , therefore no contacts should have been adversely affected by the CTF import problem. Am I correct?

 

However, diagnostic check 99 has come back with 46 "Possible contact link issues" and one "no current address". I'm guessing these could be general contact issues in the database that are not necessarily related to the CTF bug.

 

I'd welcome other opinions

Edited September 4, 2018 by limawhiskey

[djrscally]

But as Capita is every bodies favorite outsourcer I can see that they are just trying to protect themselves when really there is no alternative but use their services.

 

I think you've nailed it there. Changing MIS would be a huge undertaking, so Capita would have to do something incredibly bad and time-consuming to unpick before schools changed. If SIMS was a product which had some genuine competition and would be easy to switch from, I think Capita's response would have been different.

 

I mean; what about Progresso, Bromcom, iSAMS and the others? The 1750 student secondary I work at has been running Progresso for 5 years, and in our recent MIS review I'd have happily switched to Bromcom or iSAMS and been 100% confident that I could continue to do everything the school wants in those systems. So why do people think there's no competition for SIMS?

 

I'm in the opposite mindset; why anyone buys SIMS is beyond me (and honestly everyone who's had the issue in this thread should be switching at the earliest oppurtunity; why would you stay with a supplier with that attitude?). Particularly given the potential for savings; Bromcom and iSAMS are like half the price of SIMS.

[DrCheese]

If I installed the patches before the end of July & then our reception team have imported CTF files since then (Which has added extra warnings to our check 99 list) are they affected, or is it just showing me then as they're new imported students before we've ran the clean up patch?