Apology from David Conner | sounds sincere?

[red amoeba]

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[TD]Dear Customer[/TD]
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[TD]I owe you an explanation of what caused our systems to go down last week along with an update as to where we are now.

Since cutting over to our back-up system mid-day on Tuesday, 13 September, our information technology team focused their efforts on identifying the root cause of the technical problem which caused our banking channels to go down from 9:00 am for more than three hours - services were restored progressively from 12.20 pm and were fully operational by 1.00 pm. Our team was determined to find and fix the problem so as to ensure there would be no repeat channel outage.

After reviewing several possible causes, the team isolated a network device that did not function well. This device acted in combination with a parameter setting in the main banking system to trigger a suspension of the system’s network communications. This situation in turn affected our ATM network, branches, and internet and mobile banking channels island wide.

Our team took the time to identify the fault, simulate it and repeat the simulation to confirm that they had indeed identified the exact cause of the technical problem. This deliberate process was followed so as to ensure that we rectified the problem correctly and, in so doing, would prevent any future recurrence.

After implementing the repair, our team tested our main system thoroughly to ensure that it was working well and then returned our technology operations from our backup system to our main system over this past weekend.

The service outage did not meet our commitment of having our channels operating for you at all times. This is unacceptable. Again, I apologize for any inconvenience that this incident caused you.

I am grateful for your patience and understanding during the time our systems were down and thank you for banking with OCBC.[/TD]
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[TD]Yours sincerely

David Conner, CEO[/TD]
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[Confuseous]

While it was admirable that CEO Chris David Conner promptly messaged an apology to its customers before the day was over, the guys in charge of the network didn't provide a clue for the hiccup, except the vague "device" and "parameter" reference. Hardly sufficient technical input to provide useful information for others to avoid a similar disaster.

Perhaps the top dogs in charge are too technically challenged to see through the fog generated by their subordinates. One is reminded of the first CEO of IDA, who responded to doubters of her qualification to lead the country's IT development with words to the effect, "I may not know what CDMA stands for, but I can always hire someone who does." Collect the pay, get someone else to do the job.

- http://singaporedesk.blogspot.com/2011/09/dont-take-us-for-fools.html

 

[red amoeba]

i dunno...vis-a-vis the cock up by DBS..i think i have better reception to OCBC than DBS...

LOL...maybe its personal bias.

 

[Char_Azn]

While it was admirable that CEO Chris David Conner promptly messaged an apology to its customers before the day was over, the guys in charge of the network didn't provide a clue for the hiccup, except the vague "device" and "parameter" reference. Hardly sufficient technical input to provide useful information for others to avoid a similar disaster.

It's typically what happens within big org, the technicalities will be dealt with internally within by the IT team with the manager giving the bosses and overview summary of what went wrong to the bosses. Bosses generally don't care about the details, they have no use knowing router/switch is faulty coz 1 statement in the IOS was wrong. They just want an overview on how they solve it and how this is going to be prevented. It's unlikely they will release technical details externally especially since it may compromise security. And chances are the IT is maintained by an external vendor to begin with. For example, with regards to the DBS case, the particular system in question was managed by IBM

 

[jw5]

At least OCBC customers received an sms from the ceo thanking them for their understanding and apologising for the breakdown on the day itself. OK, it may or may not have been written or sent by him but it was in his name.
Don't think DBS did anything like that.

 

[no_faith]

Don't think DBS did anything like that.

pay and pay too.