Cybersecurity Update - Steadily and securely making more services available

Hamilton, ON – The City of Hamilton continues to respond to the ongoing cybersecurity attack. While there is still a lot of work that needs to be done in the months ahead to restore and rebuild IT systems, more services are slowly coming back online each week thanks to the ongoing recovery efforts.

"Thanks to City staff and the experts we have engaged, I am pleased to say that we are making good progress. As we move forward, we are taking the time needed to fix and rebuild our systems in a way that better protects us, and ensures that we emerge stronger than ever," said Mayor Andrea Horwath. “I am committed to keeping Hamiltonians informed of our progress and will share important updates as the investigation and recovery work continues.”

The City has delivered the majority of core programs and services to the community throughout the response to this cybersecurity incident, with more services coming back online regularly.

Current service level updates for the week of April 8:

• Pre-authorized payment (PAP) plans for property taxes has resumed
• Recreation spring programming sessions have started
• An updated list with key alternate contact information for city services and programs has been added to hamilton.ca/cyberincident
• HSR’s Fare Assist online application is now available at hamilton.ca/FareAssist (Fare Assist is a program for Hamilton residents who are recipients of Ontario Works, the Ontario Disability Support Program or have household incomes below the Low Income Measure)
• The Customer Contact Centre 905-546-2489 is up and running to respond to and direct resident questions
• Additionally, more public phone lines are back in operation to help address specific questions, including:
  • Ontario Works general inquiries: 905-546-4800 (8:30 am to 4:30 pm, Monday to Friday)
  • Ontario Works Special Supports inquiries: 905-546-2590 (8:30 am to 4:30 pm, Monday to Friday) or email [email protected] for any questions and/or for a Low Income or Fare Assist Program Application
  • Provincial Offences Administration Office: 905-540-5592 to speak to a court Administration Clerk

Services in the works:

• Restoring more direct phone lines to ensure residents have access to the customer services they need (e.g., dedicated phone line for building inspections)
• Accepting large files online to support development applications and building permit submissions
• Resuming recruitment efforts for full-time and part-time job opportunities through an online job application system
• Restoring connectivity for Wi-Fi and City network drives

“Steadily and securely, we are taking small but important steps to rebuild our many systems and restore City services, ensuring Hamiltonians receive the customer service they deserve,” said Marnie Cluckie, City Manager. “We have a long road ahead, but I am confident in our team of staff and experts who are working together closely. Daily strides are being made to improve service levels, and we will continue to update the community each step of the journey.”

Core services such as emergency response services; trash, recycling and organic waste collection; and providing safe and clear drinking water to homes and businesses have continued - either regularly, through manual processes, or by finding alternate ways to deliver the service.

The City is committed to transparency and will continue to provide ongoing updates related to the cybersecurity incident recovery.

For the latest information, a full list of service disruptions and answers to frequently asked questions, visit hamilton.ca/cyberincident.