November 05, 11:17 AM 
514 Chai Chee Lane 03-16, Singapore 469029 It has been three days since several government websites were unavailable for a few hours due to maintenance work.
The Infocomm Development Authority (IDA) has since posted a statement on its Facebook today to clarify that the down time was a result of a maintenance of IT systems on Saturday.
Yet the hacker "Messiah" now claims that the government websites were down because of his cyber attacks.
It is, of course, the correct response for the government to take steps to beef up its cyber security if it has been threatened.
However, we are none the wiser about what really happened over the past three days.
Below are the responses from IDA the past three days.
Facebook Post 1
Facebook Post 2
Facebook Post 3
Facebook Post 4
IDA used its twitter account to inform their followers about the FB updates.
Source: IDA Twitter
In a related commentary, a writer observed that it was worrying to see the "lack of responsiveness that Singapore’s authorities have displayed".
He added that there was "no excuse for not updating for hours on what’s going on, while public anxiety is fuelled online".
With a lack of clarity from the IDA, public anxiety was fuelled by a leaked IDA incident report that was circulating in the forums.
IDA has since responded to technology media site Tech in Asia’s queries which confirmed several facts that were in line with the incident report, such as the maintenance from 1pm to 3pm which led the discovery of a fault that affected selected government websites.
We are not tech experts and do not wish to cause more trouble , but here are 3 ways how IDA can do better next time.
1. Provide clarity when circumstances change
Even if the maintenance was planned a while ago, IDA has to adapt when circumstances change. It needs to appreciate that the planned maintenance was scheduled right after the claims by a hacker to bring down the government websites.
If information cannot be shared before maintenance is carried out, surely clearer updates can be provided for the public. For instance, it can inform the public about the government websites that would be taken offline for maintenance.
2. Speediness in dispelling online rumours
It took IDA 3 days to finally clarify on FB and 2 days to inform the mainstream media about the scheduled maintenance and why certain government websites were offline for a few hours.
Perhaps the IDA can learn from the responsiveness of their MINDEF counterparts in handling online rumours.
Remember the "Commando Special Forces counter terrorist" video that went viral? It took MINDEF less than a day to dispel the rumours.
Source: Singapore Army Facebook
3. Responsiveness in addressing public concerns
While some reactions on IDA's FB page were critical and uncalled for, a number of those concerns voiced by netizens were valid.
Source: IDA Facebook Page
Surely IDA can be pro-active and respond to these valid concerns.
Read the quote by the co-chairman of Cyber Security Awareness Alliance (a body co-chaired by the IDA and the Singapore Infocomm Technology Federation) in the Straits Times below.
"It was clear it was not an attack by hackers. If it were, they would have proudly proclaimed it".
I disagree that the authorities should assume that the public can assess such a situation clearly.
It should at least take the pro-active approach and inform the public clearly and promptly instead.
Top photo from here.
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