Australia - Faulty fan brings down Customs
Neil Boss
Customs is a good example of what happens when an American company is the
outsoucer, in this case it is EDS who look after the infrastructure and CA
were contracted to produce the Integrated Cargo System.
It has taken me a bit of time to do research as to the terms and conditions
for a contractor to via for a Federal government contract. For agrencies
that are law enforcement agencies the contractor has to employ Australian
citizens. So all the people employed by CA and EDS are Australians.
Imagine if an Indian company had done what is reported below, you can bet
there would be headlines worldwide. Read on and have a laugh at these
people. Further the ICS system was ment to cost $20 million but ended up
costing $230 million, I will post more details.
Looks like ... the standby power supply was connected to the same circuit
!!! Ummmm!
"However, is this case, these components were also impacted by the tripping
of the power circuit, indicating there was a configuration problem with
power cabling," the spokesman said.
Faulty fan brings down Customs
James Riley
FEBRUARY 02, 2006
A faulty fan designed to cool servers caused Customs' troubled Integrated
Cargo System to crash last week, officials said.
But the Australian Customs Service still won't comment on why back-up
systems failed to engage once the $230 million ICS was forced offline by the
power problems.
The crash, which left the ICS offline for more than three hours on January
24, forced import/exporters to clear cargo manually using paper and fax
machines.
"An investigation of the incident at the Sydney data centre confirmed that a
faulty fan caused a power circuit to be tripped, preventing power from
reaching servers that provide external access to the ICS," Customs
acknowledged in a media statement.
A spokesman for the service said an investigation was still ongoing into
problems with offsite back-up systems.
The ACS will not provide any detail on where the back-up systems are
located, nor what specific problems the service might have had with them
until the investigation is complete, the spokesman said.
The spokesman said the production system has redundant components - like
cooling fans, uninterruptible power supplies, and processor boards - to
mitigate the risk of an outage.
"However, is this case, these components were also impacted by the tripping
of the power circuit, indicating there was a configuration problem with
power cabling," the spokesman said.
As a result, he said a complete review of the power configuration for the
ICS had been undertaken at the data centre to make sure the systems
redundant components were not affected in future.
The ACS has flatly denied reports that it is blaming outsourcing partner EDS
for the outage.
EDS houses the ICS computer systems at one of its Sydney data centres, but
Customs owns the hardware and software.
"We're not pointing the finger at anyone. We are simply not at that stage
yet," the Customs spokesman said.
The Australian
Neil Boss
Hunter01
Three workers from an Indian call centre have been arrested for
defrauding US bank customers.
http://www.theregister.co.uk/2005/04/11/india_callcentre_fraud_arrests/
The great productivity MYTH of Call Centers in India
The non-existent Customer Service Culture in India will make training of
reps mandatory and difficult, since such a luxury as service is not part
of everyday life in India.
http://callcentres.com.au/India_Call_Centres.htm
Indian call centres ‘pose security risk’
Criminals are believed to be trying to bribe Indian call centre workers
to get access to customer credit card details. Call centre workers have
been offered up to a year's wages for credit card numbers, according to
the Evening Standard.
http://www.theregister.co.uk/2004/04/05/indian_call_centres_pose_security/
Indian call centre 'fraud' probe
In April, arrests were made over call centre fraud in western India
Police are investigating reports that the bank account details of 1,000
UK customers, held by Indian call centres, were sold to an undercover
reporter.
The Sun claims one of its journalists bought personal details including
passwords, addresses and passport data from a Delhi IT worker for £4.25
each.
http://news.bbc.co.uk/1/hi/uk/4121934.stm
Probe into Indian call centre fraud claim
The Sun said the institutions targeted included many of Britain's top
banks such as HSBC, Barclays, and Lloyds TSB. It added the call centre
worker claimed he could provide 200,000 account details a month -
including those of US citizens.
UK Banks in hot water over Indian call centre leak
A spokesman for data protection watchdog the Information Commission said
it is a matter of "great concern" and warned that UK-based companies who
outsource their customer services to a call centre whether in the UK or
overseas remain legally liable for any security failings.
Abbey moves Indian call centre jobs back to UK
The decision has been taken by Spanish bank Santander, which bought
Abbey a year ago for £9.5billion.
It follows growing complaints from customers, which included language
problems.
http://www.s1jobs.com/newsandguides/2005-10-26-1.shtml
Indian call centre security breach: man admits guilt
According to Reuters, Karan Bahree, 24, from New Dehli, admitted his
guilt in a letter to his employers, web development company, Infinity
eSearch.
http://www.out-law.com/page-5846
American clients running away from call centers with heavy Indian accent
Is the heavy Indian accent prompting a major US outsourcing firm to
slash its India operations by 50 per cent and relocate to another Asian
country? The Tampa, Florida-based Sykes Enterprises denies the accent
bit, but confirms the "migration" (read layoff) plan for its Bangalore
call-centre facility that went on stream barely two-and-a-half years ago.
http://www.indiadaily.com/editorial/1552.asp
Indian call centre story embarrasses British rail officials
Tony Hopkins, director of Billy Smart's Circus, has been narrating his
phone experience at every venue he stopped during a journey in Scotland,
evoking responses from people who have had none too pleasant experiences
with call centres in India.
According to Hopkins, the British Rail operator based in Mumbai had no
idea where Scotland was - in fact he had never heard of it, could not
spell it and, finally, thought it might be a station on the London
Underground.
http://www.newkerala.com/news2.php?action=fullnews&id=12391
Study documents exploitation in Indian call centres
Yet a recent study of working conditions in Indian outsourced call
centres has pointed to the high levels of labour exploitation in the
industry—including constant surveillance, long hours, health problems
and burnouts.
http://www.wsws.org/articles/2005/nov2005/indi-23n.shtml
Delta Air Lines to close one Indian call centre
US-based Delta Air Lines has announced that it is to close one of its
three call centres in India but refused to say if the moved was linked
to the results of a recent customer service survey.
http://www.findarticles.com/p/articles/mi_m0CWU/is_2004_July_29/ai_n6132026
Australia probing Indian call centre fraud
Sydney, Aug 16 (DPA) Australian police Tuesday said they were checking a
report that fraudsters were selling the personal details of thousands of
Australians held on the databases of call centres in India.
The claim was made in an investigative report on the Four Corners
programme of national broadcaster Australian Broadcasting Corp.
Justice Minister Chris Ellison said the federal police were
investigating the claim that there was a flourishing black market in
information held by Indian call centres.
http://www.eians.com/stories/2005/08/16/16jas.shtml
Gartner warns of offshore ID theft risk
A shortage of skilled labour for Indian call centres increases the risk
of fraud and identity theft, analyst firm Gartner warned in a newly
published study.
http://www.vnunet.com/vnunet/news/2142204/gartner-warns-indian-call
Quality declining, says survey
The quality of Indian call centre workers is said to be declining
rapidly as poorly qualified and trained staff is being deployed to meet
demand from Western companies, says the survey.
Even more strikingly, nine out of 10 customers of financial institutions
said they would consider changing companies if their organisation moved
calls offshore.
http://www.tribuneindia.com/2004/20040112/login/main6.htm
Latest Report Blows Apart Call Centre Indian Myth
A company commissioned by the Government to research Indian call centre
services is about to publish a separate report that shows Indian call
centre workers fail to answer queries properly.
The results carried out by specialist research firm Contactbable and
reported in the FT this morning, show that UK firms answer 25% more
calls per hour than their counterparts in Bangalore and Delhi and
resolve 17% of those calls at the first attempt.
http://www.prnewswire.co.uk/cgi/news/release?id=114963
Yawnnnnnnn....etc.etc.etc.etc.etc. ad nauseum... It's everywhere.....
Hunter01
Neil Boss
Hunter01 <hunt...@iinet.net.au> wrote in message
news:4413ebbb$0$23331$5a62...@per-qv1-newsreader-01.iinet.net.au...
Neil Boss
that is the $1billion failure in another IT project run by Aussies and
Yanks.
Neil Boss <neilbo...@yahoo.com.au> wrote in message
news:duuc8n$mc1$1...@news-02.connect.com.au...
Hunter01
Hunter01
> What happened to all our high IQ pigskin contractor?
And again in English??? Be specific here??? I want to see you make a
fool of yourself! 8]
