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MAS tells DBS, Citibank to investigate disruption; will take appropriate actions after​

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Customers of both banks were unable to use their online and mobile services during the recent disruption, which began last Saturday afternoon. ST PHOTO: KELVIN CHNG
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Ian Cheng
Correspondent

Oct 19, 2023


SINGAPORE – The Monetary Authority of Singapore (MAS) has instructed DBS Bank and Citibank to investigate their failure to fully recover their systems within its required timeframe during last Saturday’s service disruption.
The authority would then take “appropriate supervisory actions after gathering the necessary facts”, it said on Thursday in response to media queries.
Customers of both banks were unable to use their online and mobile services during the recent disruption, which began last Saturday afternoon.
“MAS requires all banks to ensure that their critical systems and services to customers are resilient to disruption,” said an MAS spokesman.
“Banks are required to have in place back-up data centres and systems, and test them periodically to ensure that critical systems and services can be restored within four hours following an outage. In addition, the unscheduled downtime for a critical system affecting a bank’s operations or service to customers must not exceed four hours within any 12-month period.”
MAS added that it does not have oversight of data centres. Instead, it expects banks to establish contractual agreements with data centre providers that include the authority’s requirements on system availability.
The authority acknowledged that both DBS and Citibank had activated their backup data centres when their primary data centres malfunctioned last Saturday.

However, the banks did not fully recover their systems within the required timeframe, it added.
It reminded the public that no IT system is infallible, and that banks and customers should have backup plans for service disruptions caused by IT disruptions.
“The banks activated contingency measures, such as extension of branch hours and alternative arrangements for credit card transactions, to reduce the impact on customers,” said MAS.
“Customers can benefit from having alternative payment providers and carrying some cash as a contingency. During this recent service disruption, many affected customers with alternative payment providers were able to switch to those or to using cash, minimising inconvenience.”
 

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PayLah! down for some users, less than a week after DBS banking services were disrupted​

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DBS said that access to PayLah! was intermittent. PHOTO: LIANHE ZAOBAO
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Fatimah Mujibah

Oct 20, 2023

SINGAPORE – Following an outage that lasted more than 12 hours over the weekend, DBS Bank faced another hiccup on Friday morning with customers unable to access online service PayLah!.
In a Facebook post at around 10am, DBS said that access to PayLah! was intermittent. The bank advised its customers to use DBS digibank Scan and Pay, or DBS/POSB debit or credit cards for their payments.
The bank said that those who are able to access PayLah! and are eligible for the DBS 5 Million Hawker Meals cashback will receive their rebate by Friday.
The cashback is an initiative by DBS introduced in February to support hawkers. The $3 discount is available every Friday for the first 100,000 users on their hawker meals islandwide.
“We are resolving the issue. We apologise for the inconvenience caused and seek your understanding,” DBS said.
The Straits Times understands that ATM machines are unaffected.
The Downdetector website, which tracks service disruptions, saw an increase in complaints about DBS at 7.45am.

At about 9am, there were about 397 reports from DBS customers on the website.
A Facebook user named Jerome Fs commented: “Can’t even log in (using) the app. People are waiting for me to make payment while queuing. You know how embarrassing it is? How can we ‘go cashless’ when our technology cannot keep it up?”
Several users also commented on the frequent issues faced by DBS and expressed their disappointment.
The disruption to PayLah! comes after physical ATMs, website and cards were down last Saturday afternoon. All of its banking services resumed on Sunday morning.
DBS said its investigations showed that the service disruption was caused by an issue at a data centre, which is also used by other organisations.
ST has contacted DBS for comment.
 

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Forum: Consumer-facing digital services should have tiered contingency measures​

Oct 24, 2023


The latest cases of IT system outages affecting customers of DBS and Citibank (DBS, Citi restoring banking services following disruptions on Saturday; DBS ATMs all up, Oct 15) follow several other incidents of consumer-related IT system disruptions in recent months.
In March and May, DBS was affected by two separate IT incidents resulting in its digital services being inaccessible for more than 16 hours. Also in March, the Immigration and Checkpoints Authority encountered a technical glitch which sparked hours-long delays at Singapore’s checkpoints and affected about 85,000 travellers.
While these disruptions could have been caused by various factors, ranging from technical to human-related causes, there is increasing recognition that such outages have a growing economic and social impact on Singapore.
In its Oct 19 statement, the Monetary Authority of Singapore noted that banks should have contingency measures during service disruptions.
I would like to suggest that such contingency measures apply to all consumer-facing digital services, with additional requirements for essential services.
For example, digital services and applications could be tiered based on the number of active users and how critical their applications are, with graduated safeguard requirements. IT systems processing crucial applications should also be audited periodically.
As Singapore is a key data centre and IT services hub in the region, it is important that it establish a robust and resilient digital services framework that will support and enhance the growth of its digital economy.

The participation of different stakeholders, from companies and IT solutions providers to digital infrastructure operators and regulators, will be essential in this process as we take a holistic and balanced approach to the issue.

Tim Lin
 

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As Singapore is a key data centre and IT services hub in the region, it is important that it establish a robust and resilient digital services framework that will support and enhance the growth of its digital economy.

Hopefully, not for much longer. :rolleyes:
 

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Mizuho's top executives to resign over system failures​

By Makiko Yamazaki and Tetsushi Kajimoto
November 27, 2021


Mizuho's top execs quit over system failures
TOKYO, Nov 26 (Reuters) - Mizuho Financial Group (8411.T) said on Friday its chief, chairman and three other executives will resign as financial authorities reprimanded Japan's No. 3 lender for a series of technical system failures.
The Financial Services Agency (FSA), the country's banking regulator, said in a statement the failures had "undermined the credibility of Japan's bank settlement system".
Group CEO Tatsufumi Sakai and Chairman Yasuhiro Sato, as well as the head of the main banking unit and executives in charge of the group's systems and compliance, will step down by April to take responsibility for the glitches, the bank said.

Muzuho has not selected the next CEO and plans to leave the chairman post vacant.
The FSA reprimanded Mizuho for eight system glitches that took place this year, despite a $3.6 billion overhaul of its systems in 2019.
Mizuho Financial Group logo is seen at the company's headquarters in Tokyo


Mizuho Financial Group logo is seen at the company's headquarters in Tokyo, Japan August 20, 2018. REUTERS/Toru Hanai Acquire Licensing Rights
The regulator referred to governance problems at Mizuho, including an underestimation of the risks related to its banking systems, insufficient attention to on-site conditions and a culture in which employees "do not say what should be said".

Separately, in the first such order issued to a bank since Japan overhauled its foreign exchange law in 1998, the finance ministry ordered it to take corrective measures to prevent any further breach of the law.
During one of the system failures, the bank failed to comply with anti-money laundering procedures necessary for overseas remittances, as Japan strives to tighten regulation to prevent money-laundering.

The ministry cited a lack of knowledge by Mizuho's executives of foreign exchange law, a lack of communication among sections concerned and the fragility of its system management as reasons for the censure.
Japan has redoubled efforts against money-laundering through a three-year action plan that includes tighter supervision of financial institutions following a report in August by the Financial Action Task Force (FATF), a global financial crimes watchdog.
 

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Forum: Urgent need to bring back physical token for bank transactions​

Nov 1, 2023

The spike in malware scam cases in July and August compared with the first half of this year is alarming. Around 650 victims lost $10.6 million in these two months, compared with 750 victims losing $10 million in the earlier six months (Spike in malware scam victims in July and August, with $10.6m lost, Oct 15).

The case for bringing back physical tokens for bank transactions is compelling (Build in enough slack for digital solutions in case of failure, Oct 30). A physical token provides true two-factor authentication (2FA) as a separate device from the phone and a high level of old-fashioned protection we can all understand.

Technology is constantly evolving and the best software security today will be defeated by tomorrow’s hack. Proponents of Smart Nation initiatives need to recognise the limits of digitalisation. By all means, digitalise, but retain good security practices that work.

Not only do the anti-malware tools to be introduced in new banking apps and the proposed money-lock features create new issues for users, but they also do not plug the security gap like the good old physical token.

There is an urgent need to bring back the token, so as to restore trust in digital banking in the wake of escalating scam cases that may soon prove too heavy a burden for the police and society.

Margaret See
 

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MAS bars DBS from new business acquisitions, non-essential IT changes for 6 months after disruptions​

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DBS will also not be allowed to reduce the number of its branches and ATMs. ST PHOTO: GIN TAY
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Aqil Hamzah

Nov 1, 2023

SINGAPORE – For six months, DBS Bank will have to suspend non-essential changes to its IT systems, and will not be allowed to take on new business ventures, the Monetary Authority of Singapore (MAS) said on Wednesday.
MAS said it directed DBS to suspend all changes to its IT systems, except for those related to security, regulatory compliance and risk management.
“This is to ensure that the bank dedicates the needed resources and attention to strengthen its technology risk management systems and controls,” it said. DBS will also not be allowed to reduce the number of its branches and ATMs.
The pause imposed by the regulatory body on the Republic’s largest bank comes after a series of disruptions to its services throughout the year.
The bank experienced major disruptions to its banking services on March 29, May 5, Sept 26, as well as Oct 14 and 20. The Oct 14 outage lasted 12 hours, affecting the bank’s digital services and automated teller machines (ATMs).
During this six-month period, the authority will not approve any new business acquisitions made by the bank either.
MAS said the move to disallow DBS from reducing the number of its branches and ATMs would ensure that there are enough alternatives for the bank’s customers if there are new disruptions. This directive will remain in place until MAS is satisfied with DBS’ progress in enhancing its operational resilience, the authority added.

MAS will review DBS’ progress at the end of six months, and may extend the duration of these measures, vary the additional capital requirement currently imposed, or take further action.
DBS currently has an additional capital requirement of about $1.6 billion, which MAS imposed in May. This followed a disruption to the bank’s digital banking and ATM services on May 5, which was preceded by a widespread disruption on March 29.
It also had to apply a multiplier of 1.8 times to its risk-weighted assets for operational risk. This was marked up from the 1.5 times multiplier applied in 2022, after it suffered its worst outage in more than a decade in November 2021.

MAS added that it will take up to 24 months for DBS to execute the planned changes to improve the resilience of its digital banking services.
“In the meantime, it is possible that disruptions may still occur. In such situations, MAS expects DBS Bank to promptly recover its services and communicate to its customers in a clear and timely manner,” MAS said.
Ms Ho Hern Shin, deputy managing director of financial supervision at MAS, said: “DBS must put in place immediate measures to ensure service reliability while it continues to invest in the longer-term efforts to bolster its operational resilience.
“We have imposed this six-month pause on the bank to give it the space to take the actions needed to maintain customer trust.”

In a press statement, DBS chairman Peter Seah apologised for the digital banking disruptions.
“With the incidents of the past year, we have failed to live up to these expectations, and have also fallen short of our own standards. As an acknowledgement that the bank could have done better, senior management will be held accountable, and this will be reflected in their compensation,” he said.
He added that, in the past few months, DBS has been trying to strengthen its resiliency and business continuity, and to be able to recover more quickly when incidents happen.
“This is a work in progress, and we seek customers’ patience as we work through our remedial actions,” Mr Seah said.
 

syed putra

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I just found out, many ex executives of ocbc managed to create mega banks in jiu hu. And they were all Born in sinkie.
 

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MAS penalties on DBS won’t set the bank back, analysts say​

MAS penalties on DBS won’t set the bank back, analysts say


FILE PHOTO: A DBS logo on their office building in Singapore, February 22, 2016. REUTERS/Edgar Su



Abigail Ng

03 Nov 2023


SINGAPORE: The punishment meted out to DBS appears "minor" and not commensurate with the impact of the service disruptions to Singapore's biggest lender, including one where online banking and ATM services were down for hours, analysts said.
On Wednesday (Nov 1), the Monetary Authority of Singapore (MAS) said DBS would be barred from making non-essential IT changes and any acquisitions of new business ventures for six months.
DBS also will not be allowed to reduce the size of its branch and ATM networks until MAS is satisfied with the progress of the bank’s remediation plan.
And the financial regulator said it would continue to require DBS to apply a multiplier of 1.8 times to its risk-weighted assets for operational risk.
When asked if the penalties were reasonable, the National University of Singapore's Assistant Professor in Finance Ben Charoenwong said it was worth considering the impact that the disruptions had on customers.
DBS is the “go-to bank” for many Singaporeans – some of whom may not do business with any other institutions, he said.
“If they are unable to access their funds or process payments, the cost to those users is the foregone economic transactions,” he said. “From that perspective, it seems the (penalties) and additional capital requirements appear to be minor.”
In a research note published on Thursday, RHB Bank research analysts said the management team at DBS could give more details on the impact of MAS' regulatory action, when its third-quarter results are released.
“But the direct impact looks to involve higher opex (compliance cost, tech spending) and capex,” the analysts wrote, referring to operational expenditure and capital expenditure.
“In our view, the impact does not represent too much of a setback to DBS,” the analysts told CNA separately.

ACQUISITION PLANS?

The ban on acquiring new business ventures in the next six months may also have a limited impact on DBS, with five analysts telling CNA they were unaware of any upcoming acquisition plans.
“We note that the group has been focusing on integrating LVB (Lakshmi Vilas Bank) and Citi Taiwan acquisitions as well as guiding for higher dividends,” said Mr Thilan Wickramasinghe, head of Singapore research at Maybank.
“To us, this indicates limited appetite for any material (mergers and acquisitions) in the near term,” he said.
DBS took over India’s Lakshmi Vilas Bank in late 2020 and completed its acquisition of Citi’s consumer banking business in Taiwan in August this year.
MAS will review the progress made by DBS after the six-month window, and may extend the duration of measures, vary the additional capital requirement or take further actions.

“NOT A BAD IDEA” TO NOT FINE DBS

MAS did not impose any punitive monetary actions on DBS, noted Dr Patrick Thng, former chief information officer for finance and treasury at the World Bank.
“It’s not a bad idea in the sense that instead of fining DBS and taking the money, they asked DBS to use that money to fix their infrastructure problems,” he said.
“To some extent, I commend MAS, I think that’s quite commendable.”
DBS chief executive officer Piyush Gupta said the bank will set aside S$80 million (US$58.6 million) to enhance system resiliency.
Consulting firm Accenture conducted an independent review and found four main areas of weakness for DBS – technology risk governance and oversight, incident management, system resilience and change management.
To MAS, the board of directors and senior management play an important role in the oversight and management of technology risk, Dr Thng pointed out.
On that note, he said it was important for board members to have strong digital skills – beyond financial and business skills – to effectively steer the organisation.
“Many organisations, banks included, are not having enough people with digital experience on their boards,” he said, adding that it sometimes takes a disruption or outage to spur a company to find a board member with digital skills.

IMPACT ON DBS STOCK PRICE

Shares of DBS fell 1.12 per cent on Thursday, the first trading day after the penalties were announced by MAS.
RHB Bank said it was possible that the decline was a reaction to the regulatory action, but pointed out that most banks' share prices slipped on the same day.
However, CGS-CIMB said DBS shares fell more than its peers on Thursday. UOB’s stock dipped 0.77 per cent, while OCBC fell 0.16 per cent.
Shares of DBS have fallen around 5 per cent so far this year, but analysts said it was not due to the service disruptions.
“(The year-to-date) share price movement is primarily driven by earnings and management’s outlook in relation to the interest rates, and less so by the outages, in our view,” CGS-CIMB said.
Mr Wickramasinghe of Maybank said material impact on earnings or dividends was unlikely in the near term. In the medium term, growth could be affected by how DBS addresses the root causes of the outages and how risk management and control functions are strengthened, he said.
“Five major digital disruptions in the space of a year does raise concerns on system reliability and risk management,” he said, adding that DBS Group’s growth and product distribution strategies were very digital-centric.
“More clarity will be needed on how these can be executed under the current situation.”
 

winnipegjets

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The punishment is a slap on the wrist lah.
To mean business, MAS should have levied a huge fine on the CEO, the top executives and the board of directors. The CEO should be fined an amount equivalent to his 2022 and 2023 full compensation. The other top executives and board of directors should be fined the amount of their 2022 compensation. The Chairman of the Board should also be suspended for 3 years.
And DBS should not be allowed to hire any foreigners or outsource technical services for 3 years.

That will then send the strong message to the Ah Nehs running DBS like an Indian company ...anything also can but it is talk only.
 

birdie69

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The punishment is a slap on the wrist lah.
To mean business, MAS should have levied a huge fine on the CEO, the top executives and the board of directors. The CEO should be fined an amount equivalent to his 2022 and 2023 full compensation. The other top executives and board of directors should be fined the amount of their 2022 compensation. The Chairman of the Board should also be suspended for 3 years.
And DBS should not be allowed to hire any foreigners or outsource technical services for 3 years.

That will then send the strong message to the Ah Nehs running DBS like an Indian company ...anything also can but it is talk only.
MAS should penalise the CEO by crawling back all the bonuses, share options and some salary given to him in the past 6 years
 

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4 of the 5 major DBS disruptions in 2023 were bug or software-related: CEO Piyush Gupta​

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DBS will also set aside a special budget of $80 million to enhance system resiliency. ST PHOTO: GIN TAY
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Prisca Ang

Nov 6, 2023

SINGAPORE – DBS Bank will hire more engineering talent in the coming months to troubleshoot issues that might lie deep within its technology systems, in response to a spate of disruptions that have plagued customers this year.
Chief executive officer Piyush Gupta said on Monday that four of the bank’s five major disruptions in 2023 were bug- or software-related.
“The big issue to me is, how do you make sure that you get good change control, because the reality is that as you use a lot of different systems and architecture, you will run into bugs,” he told reporters during the bank’s third-quarter results briefing on Monday.
Monetary Authority of Singapore (MAS) managing director Ravi Menon said last week in an interview that there are some deeper-seated issues that need to be resolved at the bank.
Responding to a question on Monday about what these issues are, Mr Gupta said: “One issue is to have the deep engineering talent, because in at least two or three of these incidents, the bug was so deep that we wouldn’t be able to pick it up.”
Several of the recent disruptions have boiled down to human error or software bugs in systems of the bank’s vendors, he noted.
Working with a vendor to resolve these problems takes time, he said. Instead, improving the depth of DBS’ engineering team will help it troubleshoot bugs better.


Mr Gupta said the bank is working on a comprehensive set of measures to deliver improved service availability and hopes to have a more robust recovery process by the end of the first quarter of 2024.
One measure is to put in place more rigorous and comprehensive processes to ensure that systems that are being developed work correctly. The bank will also set aside a special budget of $80 million to enhance system resiliency.
Another priority is to decouple the bank’s systems such that important services can still be accessed.
Its payment service, for example, operates on multiple tech systems. Decoupling its underlying infrastructure will allow customers to pay via the bank’s other digital banking platforms even if one of these channels fails.
“It’s hard to figure out why we are getting more bugs now than we have in the past,” said Mr Gupta. “It’s purely my speculation that post-Covid, people are working from home and I think there’s been more pressure on software quality in general around the world.”


DBS was barred last week by the country’s central bank from acquiring new businesses or making non-essential IT changes for six months to ensure it focuses on shoring up its digital banking services. It is also not allowed to reduce the number of its branches and automated teller machines (ATMs) during this time.
Asked whether the measures will affect business, Mr Gupta said the bank did not have new deals or business ventures planned, and has not reduced its branch or ATM network in recent years.
“We will have to defer some new product features, new products and services which we would normally have done.
“But in reality, we have to focus on building resiliency so we would not have been able to put resources (in those areas) anyway. The MAS measures give us a six-month window to consolidate (our processes).
“When you have good brakes, then you can run faster later.”
 

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2.5 million transactions affected by recent DBS, Citibank outages; 810,000 login attempts failed​

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DBS and Citibank have to conduct thorough investigations and come up with a plan that will minimise future disruptions and outages. ST PHOTO: STEPHANIE YEOW
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Chor Khieng Yuit
Senior Correspondent

Nov 6, 2023

SINGAPORE – Some 2.5 million payment and automated teller machine transactions could not be completed during the banking outages that hit DBS Bank and Citibank on Oct 14, causing widespread disruption to businesses and consumers, said Minister of State for Trade and Industry Alvin Tan on Monday.
Customers also made up to 810,000 failed attempts to access the digital banking platforms of both banks between 2.54pm that day and 4.47am the following day.
Providing the estimates on the impact of the outages in Parliament, Mr Tan said that both banks have fallen short of regulatory requirements to ensure that their critical information technology systems are resilient against prolonged disruptions.
The outages were caused by a fault in the cooling system of an Equinix data centre used by DBS and Citibank. While both activated disaster recovery and contingency plans, services were only fully restored in the early hours of Oct 15.
“While both banks conducted annual exercises to test the recovery of the IT systems at the backup data centres, the specific issues that led to the delays in system recovery on Oct 14 did not surface during those tests,” he added.
Mr Tan noted that the Monetary Authority of Singapore (MAS) has measures in place to uphold the “reliability and recoverability” of banking services.
Under the Banking Act, banks that are found to have breached MAS’ requirements on technology risk management can be fined up to $100,000. This will be increased to a maximum of $1 million in 2024, Mr Tan said.

MAS also uses other regulatory tools to address lapses in banks’ risk management, Mr Tan said. This includes imposing additional capital requirements and suspending certain bank activities.
He cited DBS as an example, and said the string of five disruptions to banking services in the last eight months was “unacceptable”.
MPs questioned whether the punitive measures imposed on DBS were enough.

Tampines GRC MP Desmond Choo said it is “nothing short of a slap on the wrist”.
Mr Tan noted that MAS took a tougher stance on DBS, by requiring it to hold additional regulatory capital.

Higher capital requirements mean DBS must hold more liquid capital, which could leave the bank with less money for dividends or investments.
“It is a drag on the return of capital which could in turn impact credit ratings, as well as the stock price of the bank,” Mr Tan said.
DBS also cannot undertake new acquisitions and has to pause non-essential IT changes for six months.
Mr Tan noted that the measures do not stop here. DBS and Citibank have to conduct thorough investigations and come up with a plan that will minimise future disruptions and outages.
He added that the banks will need to test their plans regularly to ensure they are able to recover within four hours in the event of another outage.
West Coast GRC MP Ang Wei Neng asked if MAS will consider asking banks that have been hit by outages to compensate customers directly.
Adding to his earlier point that “matters of compensation are better dealt with between the bank and its customers”, Mr Tan noted that consumers can hold financial institutions accountable for such incidents.
“If I am unable to pay using one of the financial services providers, then I go to the other one. I lose confidence in one, I go to the other one.”
Mr Tan added that consumers can also consider using different ways to pay, so they are not overly reliant on one financial provider for time-sensitive transactions.
During the Oct 14 disruption, some customers were able to switch to alternative payment methods or providers, or use cash.
The disruption also highlighted the importance of data centres to a bank’s operations.

Mr Tan said the Government is looking into ways to further strengthen the security and resilience of data centres.
Like other major jurisdictions, MAS currently does not regulate external data service providers, which are typically not financial institutions.
It is the bank’s duty to implement adequate risk controls and oversight over their data centre providers, so they can deliver on their financial services with minimal disruptions, he added.
 

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CEO of Optus resigned to take responsibility for the outage.
DBS CEO Piyush Gupta should also resign to take responsibility.

CEO of Singtel-owned Optus resigns following Australia-wide outage​

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Ms Kelly Bayer Rosmarin faced intense questioning in an Australian Senate inquiry hearing on Nov 17, during which she dodged questions about whether she would resign. PHOTO: EPA-EFE
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Ann Williams
Assistant Business Editor

NOV 20, 2023

SINGAPORE – Singtel announced on Nov 20 that the chief executive officer of its Australian subsidiary Optus, Ms Kelly Bayer Rosmarin, has resigned – a little over a week after a nationwide outage left about 10 million Australians without phone or Internet access for 12 hours.
Optus chief financial officer Michael Venter will concurrently take on the role of interim CEO as the company embarks on a global search for a new head, Singtel said.
Former StarHub CEO Peter Kaliaropoulos has been appointed chief operating officer – a newly created position. Mr Kaliaropoulos, who was previously Optus’ business managing director, will rejoin the company on Nov 22 and report to Mr Venter.
Singtel group CEO Yuen Kuan Moon said in a statement: “We recognise the need for Optus to regain customer trust and confidence as the team works through the impact and consequences of the recent outage and continues to improve.
“Optus is an integral part of our group’s business. We view the events in recent weeks very seriously. We fully recognise the importance of Optus’ role in providing connectivity services to the community and the importance of network resiliency and security. That is a top priority in all markets where our companies operate in.”
Mr Yuen also said he has every confidence that the Optus team will exert all efforts to deliver for customers and regain their trust and confidence.
On the CEO’s departure, he said: “Optus appointed Kelly at the beginning of the pandemic, and we acknowledge her leadership, commitment and hard work throughout what has been a challenging period and thank her for her dedication and service to Optus.”

The Nov 8 outage hit Australia’s second-largest telco a little more than a year after it suffered a major cyber attack in which more than two million customers had their personal data, such as passport details, breached.
Singtel said last week that its routine software upgrade was not the root cause of the outage, contradicting Optus’ initial claims. Optus later said the fault lay in the failure of its own safety mechanisms when responding to the software upgrade.
Singtel had stuck by the Optus boss following the hack, but the outage led to public backlash in Australia and a stock sell-off in Singapore, and made Ms Bayer Rosmarin’s position less tenable, Bloomberg reported.

Ms Bayer Rosmarin faced intense questioning in an Australian Senate inquiry hearing on Nov 17, during which she dodged questions about whether she would resign.
In the statement on Monday, she said; “Having now had time for some personal reflection, I have come to the decision that my resignation is in the best interest of Optus moving forward.”
The telco has offered at least 200GB of extra data to affected customers as it faces investigations and calls for class-action lawsuits over the outage.
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Former StarHub CEO Peter Kaliaropoulos has been appointed Optus’ chief operating officer – a newly created position. PHOTO: LIANHE ZAOBAO FILE
Optus and its CEO were slammed for its slow response and lack of communication about the massive outage. Ms Bayer Rosmarin had told Friday’s Senate hearing that the telco intentionally did not contact customers directly during the outage, and instead prioritised posting on social media and doing live media interviews.
In a comment that was perceived as tone-deaf and out of touch, Ms Bayer Rosmarin appeared to make light of the outage’s impact on thousands of small business owners.
“I’m disappointed that a barber couldn’t do haircuts today,” she told Nine News on the day of the outage. “That seems like one of the few things you can do without connectivity.”
In an interview with radio station 2GB, also on the day of the outage, the then CEO also suggested that “customers could’ve checked the Optus website” to learn more about the situation.
Singtel shares fell when trading opened on Nov 20 and closed down two cents, or 0.9 per cent, at $2.31.
 

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No concerns detected during weekly check-ins with girl who was sexually abused for nearly 3 months: MSF​

The girl was taken in by a man after she was traumatised by her mother’s death and father’s sexual abuse. But the man sexually assaulted her almost every day for close to three months.
No concerns detected during weekly check-ins with girl who was sexually abused for nearly 3 months: MSF


Photo illustration of a child in distress. (File photo: CNA/Jeremy Long)


Michael Yong

04 Dec 2023

Warning: This story contains references to suicide.
SINGAPORE: Authorities did not detect “sexual abuse concerns” during weekly sessions with a girl who was sexually assaulted almost every day for about three months by a man who wanted to adopt her.
In response to queries from CNA, the Ministry of Social and Family Development (MSF) said on Monday (Dec 4) that the girl did not “disclose the abuse to them” until she told a school teacher.
Last Tuesday, the 39-year-old man was sentenced to 10 years’ jail and nine strokes of the cane for his crimes.
He pleaded guilty to four counts of exploitative sexual penetration of a minor who is 16 or 17, with another nine charges taken into consideration.
The girl was under the care of MSF and in the process of being adopted when she moved in to stay with the man and his wife full-time.
She was sexually assaulted almost every day during her stay from September 2020 to November 2020, the court heard.
Questions were raised after the court case about why the abuse went undetected for nearly three months. The girl also started to engage in self-harm during the period of abuse.
The ministry told CNA that the girl had been receiving support from a team of professionals, which included psychologists and case workers from a treatment centre, a psychiatrist and a psychologist from the Institute of Mental Health (IMH) and a Child Protection Officer.
During her stay with the couple, check-ins and sessions were conducted every week on average by at least one of the professionals, where the girl's well-being, safety and progress were monitored.
The couple also had regular sessions with the professionals and were "observed to be capable of providing supportive care" for her.
"During this period, the professionals did not detect sexual abuse concerns, nor did the young person disclose the abuse to them until she told her school teacher in Nov 2020," said MSF.
"Although the young person had some signs of self-harm, that would not have indicated that she was being sexually abused, as due to her past trauma history, the young person had ongoing self-harm behaviour before she was under the care of the couple."

THE CASE​

The girl, who is now 19 years old, was 13 when her mother took her own life in front of her in 2017.
She suffered from adjustment disorder with depressed mood after, but the girl’s father did not let her or her siblings mourn their mother’s death.
The girl was sexually abused by her father in January 2018, several months after her mother died. She overdosed on medication and was admitted to the Institute of Mental Health, where she was diagnosed with post-traumatic stress disorder.
She was removed from her father’s care about two months later and placed in the care of a family friend. The teenager stopped engaging in self-harm, but this resumed in June 2018 after the suicide of a close friend.
In September 2018, MSF placed her in a treatment centre aimed at helping girls who have suffered trauma or abuse.
The man, who cannot be named to protect the identity of the victim, first met the girl that month when he ran a programme at the treatment centre. He was a manager at a company which conducts camps for children.
He and his wife later agreed to adopt the girl, and they were told of the girl’s traumatic past and her mental health issues.
In December 2019, the victim started home leave with the couple and stayed overnight at their home. She sometimes slept on the bed with the couple when she had trouble sleeping.
Between January 2020 and March 2020, her mental health deteriorated and she was moved back to the treatment centre. The couple visited her regularly as they did not want her to feel abandoned.
After the COVID-19 “circuit breaker” in April and May 2020, her home leave with the couple resumed – mostly for two to three days at a time – from June 2020 to August 2020.
The sexual abuse started in September that year, with the man asking her to remove her clothes to participate in an “activity” using a mirror before he molested her.
He also molested her on multiple occasions in the first half of that month.
Despite the abuse, she started extended home leave with the couple and began staying at their home full-time on Sep 15, 2020.
The man began sexually assaulting the girl on an almost daily basis. The girl would experience panic attacks during the assaults.
On Oct 4, 2020, the man and his wife were formally appointed “kith caregivers” by MSF while the adoption process was ongoing.
Kith caregivers are non-familial adults known to a child through family or community connections, and they are not registered as foster parents, MSF said.
Over the next few months, he continued to sexually assault the girl nearly every day until the middle of November. The crimes were only discovered after the girl told a teacher on Nov 30, 2020.
The girl is currently staying with her relatives. She is receiving support from a Family Service Centre social worker and a hospital psychologist, said MSF.

PHASED CONTACTS​

During her stay at the treatment centre, she had regular check-ins and therapy sessions with the team of professionals.
Before she started going over to stay at the couple’s home, there were “phased contacts” between the couple and her.
These ranged from supervised visits at the treatment centre, to outings, before progressing to home leave and full-time care.
“For this case, there were regular therapy sessions, check-ins and home visits by professionals both prior to and during the young person’s home leave, as well as during her stay with the couple daily from Sep 15, 2020, onwards,” said the ministry.
But the abuse was not detected by the professionals.
MSF said that child abuse is “often hard to detect, particularly when a caregiver actively hides it”.
“This case highlights how detection can be difficult even with close and constant support provided by professionals,” said the ministry.
“It also shows the critical role of having trusted individuals in one’s life. In this case, if not for the teacher whom the young person trusted and confided in, the abuse might have remained hidden much longer.”
When asked why the couple were allowed to take her in, MSF said the man and his wife had “no prior criminal record and adverse history”.
They were volunteers at the treatment centre where the girl was staying.
“No risk factors emerged during the assessment of the couple’s suitability as kith caregivers for the young person in question,” said MSF.
“Trained professionals assessed them as caring and capable of supporting her needs.”
The couple did not follow through with the adoption process, said MSF.
 

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Man who sexually abused teen girl he wanted to adopt had no criminal record: MSF​

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Wong Shiying

Dec 4, 2023

SINGAPORE – The man who sexually abused a teenage girl whom he wanted to adopt had no criminal record and adverse history, and professionals did not detect any abuse during regular check-ins with the offender, his wife and the victim.
The Ministry of Social and Family Development (MSF) on Dec 4 said the couple were volunteers at the therapeutic group home where the girl was residing.
The teenager, who was under the care of MSF, had moved in with the home after her father subjected her to sexual abuse by touching her inappropriately in January 2018.
The girl, who was 16 when she moved in with the couple, was in the process of being adopted when she was sexually assaulted by the man who wanted to take her in.
The 39-year-old man was on Nov 28 sentenced to 10 years’ jail and nine strokes of the cane after pleading guilty to four counts of exploitative sexual penetration of a minor who is 16 or 17.
Another nine charges were taken into consideration for his sentencing.
MSF said there were phased contacts between the couple and the victim before the girl started living with the man and his wife in their home.

She met them during supervised visitations at the therapeutic group home, as well as at outings, before it progressed to home leave and full-time care.
“From December 2019 to early April 2020 before circuit breaker, she was on home leave with the couple that started from a day to a few days a week.
“Her home leave was suspended during circuit breaker from April to May 2020 and resumed gradually from June 2020. From Sept 15, 2020, she stayed with the couple daily,” the ministry added.

Between September and mid-November 2020, the man subjected her to multiple forms of sexual penetration, including sodomy. The acts took place almost daily.
MSF said despite weekly check-ins with professionals to monitor the girl’s well-being, safety and progress, as well as the couple’s regular sessions with professionals to assess their ability to care for her, no sexual abuse concerns were detected.
The professionals included psychologists and case workers from the therapeutic group home, a psychiatrist and a psychologist from the Institute of Mental Health, and a child protection officer.
MSF said child abuse is often hard to detect, particularly when a caregiver actively hides it.
The ministry added: “This case highlights how detection can be difficult even with close and constant support provided by professionals.
“It also shows the critical role of having trusted individuals in one’s life. In this case, if not for the teacher the young person trusted and confided in, the abuse might have remained hidden for much longer.”

The man who abused her was a manager at a youth leadership development firm at the time and the father of two young boys. He cannot be named due to a gag order to protect the victim’s identity.
The girl was 13 in June 2017 when her mother killed herself in front of her. As a result, she suffered from adjustment disorder with depressed mood.
In January 2018, her father subjected her to sexual abuse by touching her inappropriately. She was removed from her father’s care in March 2018 and MSF placed her in the care of a family friend.
In June 2018, one of her close friends committed suicide and the girl later engaged in self-harm by repeatedly using a blade to cut her limbs.
Assessed to be a suicide risk, she was placed in a centre designed to help girls who suffered trauma or abuse reintegrate into society.
The company that the offender was working in was running a camp for girls in June 2019. This was where he met the victim, who was a camp participant.
During the camp, she told the offender that she was hoping for foster care or adoption, as she could not return to her biological family.
The man’s wife agreed with his decision to adopt the girl. His family was later assessed by MSF to be suitable caregivers.
In September 2020, she was at the man’s home when he suggested they take part in an activity. He told her to stand topless before a mirror and describe what she saw while he stood blindfolded nearby.
She did not know what the activity was for, but assumed it might be some form of therapy for her.
Soon after, he started to rub her chest, claiming it would help her body release some “love chemicals”.
This happened on multiple occasions, and she allowed him to do so as she trusted the man and felt close to him.

Between September and November 2020, he also sexually penetrated her, made her perform sex acts on him and would sometimes use his mobile phone to take photographs and videos of the acts.
The court heard that the girl felt guilty after the sexual acts and started harming herself again. She also felt that she was “trash and worthless”.
She told a teacher about her ordeal, who then alerted the police.
MSF said in its reply that all volunteers in MSF-funded programmes involving contact with clients undergo background reference checks and suitability assessments by social service agencies.
“No risk factors emerged during the assessment of the couple’s suitability as kith caregivers for the girl. Trained professionals assessed them as caring and capable of supporting her needs,” the ministry added.
Kith caregivers are non-familial adults known to the child through family or community connections, and they are not registered as foster parents.
MSF said the girl did not disclose the abuse to professionals supporting her until she told her school teacher in November 2020.
MSF added: “Although the young person had some signs of self-harm, that would not have indicated that she was being sexually abused, as due to her past trauma history, she had ongoing self-harm behaviour before she was under the care of the couple.”
The teen is now staying with her relatives and receiving support from a family service centre social worker and a hospital psychologist.
 

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SimplyGo app overwhelmed by downloads after move to phase out older cards​

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From June 1, passengers will not be able to use older, non-SimplyGo-compatible ez-link cards or Nets FlashPay cards to pay for their transport fares. ST PHOTO: JASON QUAH
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Lee Nian Tjoe
Senior Transport Correspondent

JAN 11, 2024

SINGAPORE – The SimplyGo app became less responsive and users were unable to use some of its features on Jan 10, a day after the authorities announced that older adult ez-link cards must be upgraded to the SimplyGo platform for fare payments from June.
Updated versions of the app became available for download on the evening of Jan 10.
In response to questions from The Straits Times, a spokesperson for the Land Transport Authority (LTA) said late on Jan 10: “The surge in transaction volume resulted in the app becoming less responsive. TransitLink is working to resolve this and has enhanced the app further to address the issues. The new updated app can now be downloaded from the Apple and Android app stores.
“We apologise for the inconvenience.”
TransitLink, an LTA subsidiary, is listed as the developer of the SimplyGo app.
On Jan 10, some users also faced difficulties in upgrading their ez-link cards to the SimplyGo system at SimplyGo ticket offices and ticketing machines at MRT stations and bus interchanges.
The problem persisted into Jan 11, with the SimplyGo Facebook page continuing to draw complaints from those who failed to upgrade their cards.

The LTA spokesperson told ST on Jan 11 that it has been working with its vendors to improve its backend systems to handle more upgrades.
“Commuters who were unsuccessful in upgrading their cards can approach SimplyGo ticket offices or ticketing service centres for assistance,” said the spokesperson.
From June 1, passengers will not be able to use older ez-link cards that are not compatible with SimplyGo or Nets FlashPay cards to pay for their fares on public buses and trains.

Passengers have until Aug 31 to upgrade their older ez-link cards at SimplyGo ticket offices, ticketing service centres and ticketing machines at rail stations and bus interchanges, LTA announced on Jan 9.
As early as the morning of Jan 10, users took to SimplyGo’s Facebook page with complaints about issues they faced in registering for an account, resetting passwords or accessing other features on the app.
As at 7pm on Jan 11, there were more than 150 comments on SimplyGo’s Facebook post.
The SimplyGo app lets users top up their cards, receive notifications on their fares and balances, and block further transactions if the cards are misplaced.
With SimplyGo, fares charged are not displayed on the fare reader.
After repeated tries on the afternoon of Jan 10, ST could not access the app or sign in to the SimplyGo website.
The app issue was resolved after downloading the updated software at 11.30pm, although the app and SimplyGo website still carried a message advising users that functions may be affected because of the “overwhelming” number of app downloads. This advisory was no longer there by the afternoon of Jan 11.
Over at rail stations and bus interchanges, the surge in passengers upgrading their cards at ticketing machines had caused the machines to be less responsive, said LTA.
Automotive industry consultant Say Kwee Neng said he managed to upgrade his ez-link card on Jan 10 at Upper Thomson MRT station after switching to a second ticketing machine, as the screen on the first machine he used froze before the upgrading process could be completed.
The 57-year-old added that it took more than five minutes to get his ez-link card upgraded. ST, however, managed to upgrade an ez-link card in less than a minute at around 10.50pm on Jan 10 at Stevens MRT station.

Facility management purchaser Toh Yong Soon, 48, started using a SimplyGo-compatible ez-link card and the app six months ago.
He said the app was unresponsive on Jan 10, and he did not get notifications on his fare transactions.
“I’ve been travelling blind the whole day, not knowing the fare,” Mr Toh said.
He added that when he was at Bugis MRT station at noon on Jan 10, he saw two men walk away from the ticketing machine after they failed to upgrade their ez-link cards.
As at December 2023, there were 2.6 million adult fare transactions done on SimplyGo daily, compared with 1.5 million such transactions made using ez-link and Nets FlashPay cards.
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Forum: Address issues in conversion to SimplyGo platform​


JAN 12, 2024, 5:00 AM SGT

I refer to the move by the Land Transport Authority (LTA) to transition public transport fare payments for adults to the SimplyGo platform (SimplyGo to replace older payment cards for adult public transport fares from June 1, Jan 10).
Cepas (contactless e-purse application) cards were initially designed to harmonise multi-purpose stored value card standards in Singapore. The proposed replacement has introduced several shortcomings, and increased fragmentation.
First, the top-ups on the SimplyGo app are not instant, and may take up to about 15 minutes. This can cause significant inconvenience, especially for commuters in a hurry. Commuters also cannot top up while a trip is in progress.
Second, users are unable to see fare deductions at the point of use without using a phone app. This lack of transparency can lead to confusion.
Third, as mentioned by LTA, cards converted to SimplyGo cannot be used with other Cepas applications, particularly motoring applications, limiting their functionality and versatility.
These issues not only affect regular users but also pose challenges for specific groups such as tourists and the elderly.
Tourists, unfamiliar with the local systems, may find it difficult to navigate the new app, while the elderly may struggle with the digital platform.

I wonder whether LTA is pushing this digitalisation move for the sake of digitalisation, or to genuinely make life easier.
I urge the relevant authorities to address these issues and consider the practical implications of this transition for all user groups.

Shawn Lee Chieh Loong
 

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Forum: Unclear how SimplyGo is an upgrade from EZ-Link​

JAN 15, 2024

It is heartening to see that the Land Transport Authority (LTA) is actively seeking ways to enhance commuting experiences and making necessary trade-offs to ease its financial pressure (askST: Why can’t I see fares charged on card readers with SimplyGo?, Jan 13).
Under the SimplyGo system, commuters are notified of their travel fares through the SimplyGo app. Commuters can also keep track of past transactions and block transactions for a misplaced card.
However, these functions exist in the EZ-Link app also, raising questions about whether this transition from EZ-Link to SimplyGo can be called an upgrade.
Additionally, the inconvenience of relying on the app or ticketing machine to check travel fares and card balances instead of having them shown on the fare gates and card readers has made commuters unhappy.
As trivial as it may seem, the display of travel fares and card balances makes me aware straight away of any discrepancies in the amount deducted, and also lets me gauge my travel expenditure to plan my monthly budget.
As a relatively new system, SimplyGo should continue to evolve, with room for improvement in its programming and execution. LTA should consider how the removal of certain features can impact the travel experience of commuters.
While LTA explores alternative ways to meet the differing interests of commuters, we can also assist the less tech-savvy in transitioning and adapting to this new system.

Jamie Ang Yu Man, 18
 
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