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ICT updates

Do not use Zoom for Fire and Emergency New Zealand meetings

Zoom has not been approved for Fire and Emergency use. The Government Chief Information Security Officer (GCISO), and Director-General of the Government Communications Security Bureau (GCSB), has advised agencies there are security vulnerabilities in Zoom

What is Zoom?

Zoom is a web-based video conferencing tool that can be used in-browser or with a desktop client and a mobile app that allows users to meet online, with or without video.

With this in mind, we recommend using the Office 365 suite of apps, which includes Microsoft Teams and Skype for Business. Teams has several functions that suit working from home. If you need guidance on how to use Teams or other products in the Office 365 suite, go to the comprehensive user guide(external link). 

Do not use Zoom for Fire and Emergency New Zealand meetings. 

  • Conversations and documents shared during meetings could be accessed by unauthorised parties and therefore publicly disclosed.
  • Using the mobile app can also put Fire and Emergency systems at risk of being hacked. If this happens it could seriously harm our reputation.
  • Zoom-enabled devices risk being hacked and remotely controlled. This could include video cameras and microphones being used to record meetings, leading to security breaches, data loss and reputational damage. A compromised Zoom device could also attack internal systems, causing similar issues.
  • If an external contact invites you to join a Zoom meeting, these vulnerabilities are still relevant. If you can't use Skype for Business or Teams, we advise that you only join an externally hosted Zoom meeting if it is essential for you to attend. Only use the dial-in option, and only discuss matters and share content you are comfortable can be publicly disclosed.

Personal use of Zoom. 

  • If you wish to use Zoom on personal devices, be aware of the risks.
  • Don’t conduct Fire and Emergency-related activities on Zoom via personal devices.
  • Be aware there's a chance you may be being recorded while in Zoom meetings. Fire and Emergency have no control over the recording functions available via Zoom.

When to use

  • Only use Zoom if you have been invited by an external party to a meeting which is essential for you to attend, and does not have the option of being hosted by the external party or Fire and Emergency on Microsoft Teams or Skype for Business instead.

How to join an external Zoom meeting. Do not use the mobile app.

  • If you are joining external Zoom meetings through an invitation. We recommend that you only join via the in-browser option, e.g. through Chrome and Internet Explorer. 
  • Do not use the mobile device application, as many of risks outlined above will still be relevant.  Note that when joining a Zoom on a mobile device, Zoom will try to guide you to download the mobile app instead of proceeding to use it in the browser.  

Recommendations for Skype for Business and Teams

We recommend using Skype for Business or Teams for all meetings. We understand that user experience can differ and advise you to follow these recommendations:

  • If you experience issues when making audio calls, we recommend using the Skype client and the Teams online application.
  • Skype is still the primary system for video and audio calls and the current telephone system. This functionality will be moved to Teams, but it’s a major piece of work and we need to take time to plan this properly.
  • If you are using Teams for meetings, remember the dial-in option is not yet available. External contacts can still join via the web or desktop app. However, if you need someone to dial in, you can only use Skype.
  • You don’t need a ‘Team’ to use the Teams application. However, if you would like to request one, you can submit requests via the ICT teams request form(external link). Requests are completed within 24 hours of approval.

Other recommendations

  • Ensure you have a good internet connection. If your network is poor, the system will not work effectively.
  • Use a headset instead of laptop/desktop microphones and speakers – this reduces poor sound quality and background noise.
  • Mute yourself when in a meeting.
  • Office 365 training videos are available via the training centre and the Office learning portal(external link)
  • If you do experience issues, log a ticket with the service desk. The ICT team can only help you if they're aware of the issues you're experiencing.

Zoom: What are the risks?

  • Conversations and documents shared during meetings could be accessed by unauthorised parties and therefore publicly disclosed.
  • Using the mobile app can also put Fire and Emergency systems at risk of being hacked. If this happens it could seriously harm our reputation.
  • Zoom-enabled devices risk being hacked and remotely controlled. This could include video cameras and microphones being used to record meetings, leading to security breaches, data loss and reputational damage. A compromised Zoom device could also attack internal systems, causing similar issues.
  • If an external contact invites you to join a Zoom meeting, these vulnerabilities are still relevant. If you can't use Skype for Business or Teams, we advise that you only join an externally hosted Zoom meeting if it is essential for you to attend. Only use the dial-in option, and only discuss matters and share content you are comfortable can be publicly disclosed.

Personal use of Zoom

  • If you wish to use Zoom on personal devices, be aware of the risks.
  • Don’t conduct Fire and Emergency-related activities on Zoom via personal devices.
  • Be aware there's a chance you may be being recorded while in Zoom meetings. Fire and Emergency have no control over the recording functions available via Zoom.

Working from home – updates

The ICT team have been working hard over the past two weeks to improve our working from home experience. Here's an update on what we're doing to make things better for all personnel.

Streaming services

Some personnel are using streaming services like YouTube, Spotify, etc., on Fire and Emergency devices. This can impact other personnel using remote access software.

Please don't use streaming services on your Fire and Emergency New Zealand devices. Use streaming services on personal devices, so it doesn't affect our systems for other users.

Issues with Skype

Over the past week, we've had 29 reports of issues with Skype and this appears to be a low number. It's important that we're aware of any issues you're experiencing.

Call the ICT helpdesk on 0800 374 843 or email ITsupport@fireandemergency.nz

The helpdesk can investigate and update you on known issues and how we plan to fix them.

Skype compatability with Teams

If you set up a Teams meeting and some users log in using Skype, the call may fail if the version of Skype is not compatible with the Teams software. ICT is working to upgrade all Fire and Emergency devices with a supported version of Skype so that the two products can work together. This will take several months to implement, and we encourage personnel to stick to a single platform for meetings. 

Mapping drives fails when logging on

We have a fix for this issue but will need to migrate approximately 2,000 user accounts to a new location. This fix is set to be implemented in May after substantial testing is completed and we are confident the change will work

Approval Plus or other apps which use the browser

We are working on a fix for this with the external supplier. When safe interim fixes can be implemented, ICT will do this where possible.

Other improvements

ICT has made several changes over the last two weeks to improve performance, such as adding additional servers, doubling the internet bandwidth and increasing the concurrent user count for remote access to 2,500. We plan to double that number using servers at our Auckland Data Centre.

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