To ask the Scottish Government whether it will provide a list of IT system faults at Charge Place Scotland over the last three years, also broken down by the downtime and systems affected.
IT system faults are unplanned events of a technical nature that result in an IT system that is required to operate the public charging network becoming inoperable or unable to work as intended. Downtime is a period of time when an affected IT system is inoperable or working sub-optimally due to a fault. This does not include planned downtime, for example, as part of routine systems maintenance.
IT system downtime does not necessarily mean that the charging infrastructure itself was affected or that drivers could not get the charge they needed. Most IT system faults that arise on the Charge Place Scotland network are resolved quickly and do not impact the majority of users.
Total Percentage ‘IT systems’ downtime:
- 2022: 3.5 hrs – 0.04% downtime = 99.96% uptime
- 2023: 13 hrs – 0.15% downtime = 99.85% uptime
- 2024: 53 hrs – 0.6% downtime = 99.4% uptime
Breakdown of ‘IT system’ faults over last 3 years:
- 2 December 2021 Downtime: 1 hour
Systems affected: Third party SIM card supplier’s system – A data centre shut down for maintenance. This caused the system to go down for 1 hour but the system defaulted to ‘any card’ mode which allowed drivers to continue using the network with minimal impact.
- 26 January 2022 Downtime: unavailable
Systems affected: Network wide outage caused by load balancing issues. Resulted in temporary communication issues between the network and the back office. Drivers still able to charge throughout this event.
- 13 May 2022 Downtime: Unavailable, but noted that fault arose on a Friday and was fully resolved by the Monday.
Systems affected: CPS website map. Status pins freezing and not updating.
- 26 May 2022 Downtime: unavailable
Systems affected: reoccurrence of map app issue noted above
- 8 June 2022 Downtime: 1 day
Systems affected: Third party SIM card supplier’s system – data centre shut down for maintenance as before (Dec 2021).
- 1 and 2 August 2022 Downtime: Below 1 hour
Systems affected : Third party data centre issue caused back office and website interruptions around 11pm. The issue originating at a data centre in London and impacted multiple customers across the whole sector, not just CPS.
- 18 September 2022 Downtime: 4 hours
Systems affected: eConnect issue – some drivers unable to start a charge with RFID cards. However, other access methods remained available to start/stop charges, such as the mobile app, webpay and contactless pay.
- 1 December 2022 Downtime : 2 hours 25 minutes
Systems affected: network issue resulting in the loss of RFID authentication for some drivers. However, other access methods remained available to start/stop charges, such as the mobile app, webpay and contactless pay.
- 14 December 2022 Downtime: 1 hour
Systems affected: DNS Certificate not approved – affected access to web application and driver accounts. Fixed by renewing certificates.
- 20 January 2023 Downtime: 4 hours
Systems affected: Network connectivity – Third party SIM card issue which affected multiple businesses/services not just the CPS network.
- 18 February 2023 Downtime: 07:13 – 09:15 – 2 hours
Systems affected: Live map/website certification affecting access.
Did not impact the network access in any way.
- 14 July 2023 Downtime: 6 hours 32 minutes
Systems affected: Software vulnerability resulting in the website being taken down until resolved. Network still fully functioned, no impact on driver experience.
- 26 September 2023 Downtime: 1 hour
Systems affected: Password reset for drivers on Econnect system. This resulted in high demand for access to the website. Development team placed the CPS website into ‘maintenance mode’ to allow them to investigate and implement a fix for the performance issue. No impact on charging sessions or connectivity between CPS & charge points
- 2 March 2024 to 12 March 2024 Downtime: Unavailable
Systems affected: webpage error relating to Google Maps. CPS live map not allowing a search of charge points to take place.
- 9 April 2024 – 14 April 2024 Downtime: Unavailable
Systems affected: Server error caused by too many drivers logging into their account simultaneously to effect a change. Caused the server to run slowly or show an error message. Did not impact network utilisation using any method of starting a charge.
- 3 May 2024 Downtime: Unavailable
Systems affected: Customer billing system. Did not result in ‘downtime’, some customers issued invoices with errors due to systems fault.
- 8 May 2024 Downtime: 9 hours 14 minutes
Systems affected: Outage at a third party data centre. Temporarily affected information stored in the CPS customer database. Did not affect the operation of the charge point infrastructure itself and it did not prevent users from accessing the network using either their RFID or other payment methods.
- 26 June 2024 Downtime: 2– 3 hours
Systems affected: Third party SIM card supplier’s system. Some drivers had issues starting and stopping sessions via the mobile app, although other access methods continued to work as normal.
- 30 June 2024 Downtime: Unavailable
Systems affected: Econnect. Some drivers unable to access their online account but this would not stop them from starting or stopping a charge session via the app or RFID card.
- 12 July 2024 Downtime: 13 hours
Systems affected: Third party supplier server outage. Some drivers unable to start/stop a charge using the mobile app. Affected some RFIDs. Those drivers continued to access via webpay, contactless (where available) and by remote starts by the contact centre. Minimal impact on drivers ability to get a charge.
- 22 July 2024 Downtime: 15 minutes
Systems affected. Telephony. CPS staff unable to answer calls.
This did not impact the network utilisation using any method of starting a charge.
- 10 & 11 August 2024 Downtime : 28 hours
Systems affected: network wide performance issue with intra-system communications dropping out unexpectedly, resulting in back office systems working at a reduced capacity.