The Real Life Ramification of Software Glitches

When people think of software glitches they generally think of annoyances such as their application crashing and losing any changes since their last save, their smart thermostat causing the furnace not to kick on, or the graphics in their game displaying abnormally. But as software has become more and more integrated into our lives the real life implications of software glitches have become more severe:

OAKLAND, Calif.—Most pieces of software don’t have the power to get someone arrested—but Tyler Technologies’ Odyssey Case Manager does. This is the case management software that runs on the computers of hundreds and perhaps even thousands of court clerks and judges in county courthouses across the US. (Federal courts use an entirely different system.)

Typically, when a judge makes a ruling—for example, issuing or rescinding a warrant—those words said by a judge in court are entered into Odyssey. That information is then relied upon by law enforcement officers to coordinate arrests and releases and to issue court summons. (Most other courts, even if they don’t use Odyssey, use a similar software system from another vendor.)

But, just across the bay from San Francisco, one of Alameda County’s deputy public defenders, Jeff Chorney, says that since the county switched from a decades-old computer system to Odyssey in August, dozens of defendants have been wrongly arrested or jailed. Others have even been forced to register as sex offenders unnecessarily. “I understand that with every piece of technology, bugs have to be worked out,” he said, practically exasperated. “But we’re not talking about whether people are getting their paychecks on time. We’re talking about people being locked in cages, that’s what jail is. It’s taking a person and locking them in a cage.”

First, let me commend Jeff Chorney for stating that jails are cages. Too many people like to prevent that isn’t the case. Second, he has a point. Case management software, as we’ve seen in this case, can have severe ramifications if bugs are left in the code.

The threat of bugs causing significant real life consequences isn’t a new one. A lot of software manages a lot of equipment that can lead to people dying if there is a malfunction. In response to that many industries have gone to great lengths to select tools and come up with procedures to minimize the chances of major bugs making it into released code. The National Aeronautics and Space Administration (NASA), for example, has an extensive history of writing code where malfunctions can cost millions of dollars or even kill people and its programmers have developed tools and standards to minimize their risks. Most industrial equipment manufacturers also spend a significant amount of time developing tools and standards to minimize code errors because their software mistakes can lead to millions of dollars being lost of people dying.

Software developers working on products that can have severe real life consequences need to focus on developing reliable code. Case management software isn’t Facebook. When a bug exists in Facebook the consequences are annoying to users but nobody is harmed. When a bug exists in case management software innocent people can end up in cages of on a sex offender registry, which can ruin their entire lives.

Likewise, people purchasing and use critical software needs to thoroughly test it before putting it in production. Do you think there are many companies that buy multi-million dollar pieces of equipment and don’t test them thoroughly before putting it on the assembly line? That would be foolish and any company that did that would end up facing millions of dollars of downtime or even bankruptcy if the machine didn’t perform as needed. The governments that are using the Odyssey Case Management software should have thoroughly tested the product before using it in any court. But since the governments themselves don’t face any risks from bad case management software they likely did, at best, basic testing before rushing the product into production.

One thought on “The Real Life Ramification of Software Glitches”

  1. But since the governments themselves don’t face any risks from bad case management software they likely did, at best, basic testing before rushing the product into production.

    Yep! They really, really don’t give a shit about us, who are at the receiving end of their glitches. And nobody is going to slap their wrists when they screw up. Result: zero motivation to improve. On the other hand, we shouldn’t call them unmotivated in every way: I’m sure they spend hours agitating for higher pay. And why not? After all, there’s an apparently unlimited source of money, milked off a bunch of saps (aka taxpayers).

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