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Email meltdown at Norfolk County Council ‘not cyber attack’

PUBLISHED: 17:30 01 May 2014 | UPDATED: 09:22 02 May 2014

Problems which hit 2,000 workers at Norfolk County Council were not a cyber attack, bosses said.

Problems which hit 2,000 workers at Norfolk County Council were not a cyber attack, bosses said.


Bosses at Norfolk County Council have said a computer fault, which left 2,000 council workers unable to access their email accounts, was not a cyber attack.

The problem, which has affected a third of the council’s workforce, started last Tuesday, when workers returned from the Easter Monday bank holiday.

Staff and experts from Microsoft have been working “around the clock” to resolve the problem and today, the cause of the fault was identified with emails restored to staff.

David Collinson, assistant director, public protection at Norfolk County Council, said: “We have now identified the fault that has caused the loss of email to about a third of our staff and elected members since Easter and today we have been steadily restoring users to a full service without the loss of any data.

“By 4pm today, email had been restored to virtually all users affected and the few remaining will be brought back by close of play today or first thing tomorrow morning.

“This has been a very challenging issue to resolve and we are grateful to the efforts of our IT staff who worked tirelessly into the night to resolve the problem.

“Their dedication and commitment has meant that we have managed to keep disruption to the public to a minimum.”

Council bosses also ruled out hacking as the cause of the problem.

Mr Collinson said: “We are very confident this was a system fault rather than a deliberate cyber attack, and we have been able to resolve things within our own resources within existing support arrangements and without the need to buy expensive new equipment.

“We would like to apologise again for any disruption this has caused to the public and our own staff and councillors.

“We are currently completing health checks to check other parts of our system and we will carry out a thorough review of what has happened and certainly look to capture lessons learned for the future.”

In December, the county council announced it had signed a “ground-breaking agreement” to transform and improve public services in Norfolk by harnessing the power of new technology.

The Digital Norfolk Ambition project - between Norfolk County Council and HP, and its key partners Microsoft and Vodafone - was hailed as a way to make more than £10m savings from the council’s IT budget over the next five years.

The move, the council said, would also provide front-line staff with “the latest technology to help deliver efficient and sustainable public services”.

It has also led to a number of redundancies among IT staff at County Hall.


  • could the F and O be significant, maybe the last call of a disgruntled employee saying it the only way he could, i.e. f..k orf?

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    ingo wagenknecht

    Friday, May 2, 2014

  • Hmm - not "cyber attack" or "hacking" maybe. But I wonder if it was something along the lines of someone, who perhaps coincidently no longer works for the council, "accidentally" failing properly to backup part of the email system - the bit covering names F to O and then that backup was routinely restored..... We'll never know what really happened - it is NCC after all.

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    Cyril the Canary

    Friday, May 2, 2014

  • It was still ongoing yesterday, but I have finally got my email acknowledged, so its being repaired. In a normal day to day situation, such loss of email can be circumvented, but why was there no help and announcement from NCC earlier, when it was discovered? asking people to write to them instead? or ring them? or in emergency cases visit officers and or councillors? why did the plan B not work? or was there none? In an emergency situation such as a natural disaster or war, this loss would could have been damning and dangerous to people's lifes and we should expect a full explanation as to what will be done in future to stop this happening again.

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    ingo wagenknecht

    Friday, May 2, 2014

  • No, it was not a cyber attack, just the gross sloppiness, we have come to expect from NCC.

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    John L Norton

    Thursday, May 1, 2014

  • The public must be given some credible assurance that an IT disaster like this one will never happen again. It partially paralysed NCC for eight working days. Were there breaches of the "ground-breaking agreement" entitling NCC to claim against third parties? Was there a link to the redundancies? Should Mr Collinson be considering his position? There was obviously a fault in the system. Can we be told in simple terms exactly what it was?

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    Thursday, May 1, 2014

  • E-Mail Metdown , ie a revised Incinerator for Norfolk

    Report this comment

    che bramley

    Thursday, May 1, 2014

The views expressed in the above comments do not necessarily reflect the views of this site

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