Corrections staff were unable to access the department’s core system last Thursday after a failure of Citrix services caused by a database connection issue.
Gen-i and Corrections issued a statement in response to inquiries from Computerworld in which they say there was no impact on services nor any risk to public safety.
While the core system was fully functional, staff couldn’t gain access to it through their desktops, the statement says. Staff using hybrid computers or laptops were still able to access key business applications.
“Phone security and offender monitoring systems were unaffected,” says Corrections chief executive Ray Smith.
“The nature of our business means we can continue to operate effectively for significant periods. While our ability to use technology has been impacted, staff have used the time to do things such as making additional visits to offenders in the community instead.”
The statement says Gen-i’s management and technical teams identified the cause of the fault and worked urgently with Corrections and Citrix to resolve the issue, apply business continuity plans and restore services.
Gen-i says it apologises to Corrections staff who were affected.