How the Glasgow Council Cyber Attack Exposed Critical Gaps in Public Sector Security

Introduction: The Glasgow Council Cyber Attack

In early 2024, Glasgow City Council, one of the UK’s largest local authorities, suffered a significant cyber attack that disrupted critical public services and exposed underlying weaknesses in its IT infrastructure. The incident impacted everything from social services to public records, underscoring the growing sophistication of threats facing public sector organizations.

For IT professionals and decision makers, the Glasgow Council attack is a cautionary example of how cyber risks are directly linked to operational continuity, public trust, and the delivery of essential services. This article examines the sequence of events, the technical underpinnings of the breach, and practical strategies that public sector IT teams can implement to strengthen their defenses.

Timeline of the Attack and Service Disruption

Understanding the sequence of events during the Glasgow Council cyber attack provides clarity into how such incidents escalate and affect organizational resilience. Here is a detailed chronology of the attack:

1. Day 0: Initial Compromise

2. The attack began with unauthorized access to council systems, likely through a phishing campaign targeting staff. Suspicious network activity was first detected by internal monitoring systems in the late evening.

3. Day 1: Detection and Escalation

4. Unusual account logins and data exfiltration attempts triggered alerts. The council’s IT security team initiated their incident response protocol, isolating affected systems.

5. Key services, including email, online forms, and internal databases, were taken offline as a containment measure.

6. Day 2–4: Service Outages and Public Notification

7. An emergency notification informed staff and the public of ongoing technical issues.
8. Several departments, including housing, social care, and council tax, experienced outages.

9. The IT team worked with law enforcement and external cybersecurity experts to assess the extent of the breach.

10. Day 5–7: Recovery Efforts Begin

11. Forensic analysis identified compromised endpoints and lateral movement within the network.

12. Restoration efforts prioritized services impacting vulnerable populations, such as emergency housing support.

13. Week 2+: Gradual Restoration

14. Some functions returned online with limited capacity. Full recovery was hindered by the need to reimage systems, restore data from backups, and verify the absence of persistent threats.

15. Ongoing: Investigation and Policy Review

16. The council launched a comprehensive review to assess the attack, identify root causes, and plan for future protection.

This timeline illustrates how a well-orchestrated attack can cause multi-day—and sometimes multi-week—service disruption, affecting thousands of citizens and creating a backlog of critical cases for council staff.

How the Attack Unfolded: Methods and Entry Points

While the official forensic investigation is ongoing, public disclosures and industry analysis point to several likely methods and attack vectors:

• Phishing Emails
• Attackers targeted council employees with convincing phishing emails, leveraging familiar branding and urgent requests. At least one user’s credentials were compromised, providing initial network access.

• Example phishing payload:
  “`email
  Subject: URGENT: Staff Policy Update Required

  Dear Employee,

  Please review the attached document and confirm your agreement by logging in with your staff credentials.

  [Login Here]

  Regards,
  IT Support
  “`

• Exploiting Unpatched Vulnerabilities

• The attackers are believed to have identified and exploited a known vulnerability in an externally facing application, possibly a legacy web portal.

• Common exploits include unauthenticated remote code execution or privilege escalation.

• Lateral Movement and Privilege Escalation

• After initial access, attackers used tools like Mimikatz to harvest credentials and move laterally across the network. They escalated privileges to gain access to sensitive systems, including file servers and database clusters.

• Data Exfiltration

• Logs indicate the use of encrypted channels to exfiltrate sensitive data. The attackers attempted to avoid detection by using legitimate remote desktop protocols and scheduled tasks.

• Ransomware Payload (Suspected)

• While full confirmation is pending, there is evidence that ransomware was deployed to encrypt portions of council data, disrupting operations and backups.

These techniques highlight common weaknesses exploited in public sector environments: user awareness gaps, outdated systems, and insufficient internal segmentation.

Immediate Impact on Public Services and Citizens

The Glasgow Council cyber attack had far-reaching consequences for both the organization and the communities it serves:

• Service Disruption
• Critical services were unavailable for days, including applications for social housing, benefits processing, and public records search.

• Council tax billing and payments were delayed, affecting revenue operations.

• Communication Breakdown

• Staff email and internal messaging platforms were offline, complicating coordination across departments.

• Citizens could not access online forms or receive timely updates, leading to confusion and frustration.

• Impact on Vulnerable Populations

• Delays in processing social care requests and emergency housing referrals put at-risk individuals in precarious situations.

• Schools reliant on council IT systems faced administrative challenges.

• Data Privacy Concerns

• Potential exposure of sensitive personal information triggered GDPR breach notifications and increased scrutiny from regulators.

• Reputational Damage

• Media coverage and public criticism eroded trust in the council’s ability to safeguard digital services.

These impacts underscore that cyber attacks in the public sector are not simply technical events—they have tangible, human consequences. Council staff faced immense pressure to restore systems while ensuring transparent communication with affected citizens.

Incident Response: What Worked and What Didn’t

Glasgow Council’s incident response showcased strengths but also revealed several weaknesses that are instructive for IT professionals.

Strengths:

• Rapid Isolation of Systems

• The IT security team acted quickly to isolate compromised endpoints and disconnect critical systems, limiting the spread of the attack.

• Engagement with External Experts

• Collaborating with law enforcement and cybersecurity specialists accelerated forensic investigation and recovery planning.

• Clear Public Communication (Eventually)

• After initial delays, the council provided regular updates on service status and anticipated restoration timelines.

Areas for Improvement:

• Delayed Detection

• The initial breach was not detected until after attackers had established a foothold. Improved monitoring and endpoint detection could have reduced dwell time.

• Inadequate Internal Communication

• Early in the incident, staff struggled to receive updates due to email outages and a lack of alternative channels.

• Limited Incident Simulation

• The response plan had not been fully tested in a real-world scenario, leading to confusion over roles and escalation paths.

• Backup and Recovery Gaps

• Some backups were inaccessible or outdated, complicating data restoration efforts.

Example: Improving Detection with EDR

Implementing endpoint detection and response (EDR) solutions can automate threat hunting and alerting. For example, deploying Microsoft Defender for Endpoint or CrowdStrike Falcon enables:

# Sample PowerShell script to list suspicious processes
Get-Process | Where-Object { $_.Path -like '*AppData*' -and $_.Company -ne 'Microsoft Corporation' }

By learning from both the successes and shortcomings of Glasgow’s response, public sector IT teams can refine their own incident preparedness.

Lessons Learned for IT Professionals in the Public Sector

The Glasgow Council attack reinforces several essential lessons for IT professionals managing public systems:

• Assume Breach Mindset

• Treat every system as potentially compromised. Implement least privilege access and micro-segmentation to reduce blast radius.

• Prioritize Asset Visibility

• Maintain up-to-date inventories of hardware, software, and accounts. Unmanaged assets are common entry points for attackers.

• Regularly Test and Update Incident Response Plans

• Conduct tabletop exercises and red team simulations to validate response procedures and clarify roles.

• Patch Management is Non-Negotiable

• Unpatched systems are frequent attack vectors. Automate patch deployment and monitor for vulnerabilities in real time.

• Invest in User Awareness

• Human error remains a leading cause of breaches. Deliver targeted training and simulated phishing tests.

• Secure Backups

• Backups should be encrypted, tested, and stored offline or in immutable cloud storage to prevent ransomware impact.

• Monitor Supply Chain Risks

• Vet third-party vendors and monitor for compromise in integrated services.

By integrating these lessons into daily operations, public sector organizations can significantly reduce both the likelihood and impact of cyber incidents.

Preventing Similar Attacks: Actionable Security Strategies

Public sector organizations face unique challenges: legacy systems, budget constraints, and high-value data. The following strategies offer practical measures to harden defenses:

1. Multi-Factor Authentication (MFA) Everywhere

• Require MFA for all remote access and privileged accounts.
• Integrate with identity providers (e.g., Azure AD, Okta).
• Example configuration for enabling MFA in Azure AD:
  powershell
Set-MsolUser -UserPrincipalName 'user@glasgow.gov.uk' -StrongAuthenticationRequirements @(@{RelyingParty='*';State='Enabled'})

2. Zero Trust Network Segmentation

• Limit lateral movement by segmenting networks by department and sensitivity.
• Use access control lists, VLANs, and network firewalls.

3. Continuous Vulnerability Management

• Conduct regular vulnerability scans using tools like Nessus or Qualys.
• Prioritize patching externally accessible and legacy systems.

4. Application Whitelisting

• Only allow approved executable files to run on endpoints.
• Prevents unauthorized code—even if a user is compromised.

5. Email and Endpoint Security Solutions

• Deploy advanced email filtering for phishing and malware.
• Implement endpoint detection to block malicious payloads.

6. Secure Remote Access

• Replace legacy VPNs with modern, encrypted remote access solutions.
• Monitor and restrict remote desktop protocol (RDP) usage.

7. Immutable, Offsite Backups

• Store backups in an immutable format (e.g., AWS S3 Object Lock).
• Test restoration regularly.

8. Update Incident Escalation Protocols

• Ensure all staff know how to report suspicious activity.
• Maintain a 24/7 contact point for critical incidents.

By adopting these measures, IT teams can reduce attack surfaces and respond more effectively when threats occur.

Building a Resilient Incident Response Plan

A robust incident response (IR) plan is essential for public sector organizations. Key components include:

1. Preparation

• Maintain an updated IR playbook with contact lists and escalation paths.
• Assign clear roles: incident commander, communications lead, forensics, and recovery teams.
• Regularly simulate incidents through tabletop exercises.

2. Detection and Analysis

• Implement real-time monitoring with SIEM solutions (e.g., Splunk, Microsoft Sentinel).
• Define and tune alert thresholds to minimize false positives.

3. Containment, Eradication, and Recovery

• Plan for both short-term (isolate affected systems) and long-term (remove persistence mechanisms) containment.
• Prioritize restoring critical services—especially those impacting public safety and vulnerable citizens.

4. Post-Incident Review

• Conduct a thorough after-action review.
• Update policies, controls, and documentation based on lessons learned.
• Share sanitized findings with peer organizations to promote sector-wide improvement.

Sample IR Escalation Flow:

1. Detection of suspicious activity
2. Initial assessment and triage (Severity 1–3)
3. Activation of response team
4. Communications with stakeholders and authorities
5. Technical containment and recovery
6. Incident closure and reporting

A living, regularly tested IR plan ensures a coordinated, effective response when—not if—a cyber incident occurs.

The Role of Employee Training and Awareness

Technology alone cannot prevent cyber attacks. Employees are often the first line of defense or, conversely, the weakest link.

Best Practices for Training and Awareness:

• Mandatory Security Training

• All staff should complete annual cybersecurity training focused on phishing, password hygiene, and reporting procedures.

• Phishing Simulations

• Regularly run simulated phishing campaigns to assess and improve staff responses.

• Just-in-Time Awareness

• Use periodic reminders, posters, and intranet updates to keep security top-of-mind.

• Clear Reporting Channels

• Make it simple for employees to report suspicious emails or activity without fear of reprisal.

• Example Slack notification:
  :warning: Think you’ve spotted a phishing attempt? Forward the email to security@glasgow.gov.uk or click 'Report Phishing' in Outlook.

• Role-Based Training

• Provide specialized training for privileged users, IT staff, and executive leadership.

Metrics to Track:

• Phishing simulation click rates
• Security incident reports by staff
• Training completion rates

Security awareness is an ongoing process—embedding it into daily culture is the most reliable way to reduce user-driven risk.

Future Outlook: Strengthening Public Sector Cybersecurity

The Glasgow Council cyber attack is only one example of escalating threats targeting public institutions. Looking ahead, several trends and strategies will shape the future of public sector cybersecurity:

1. Increased Regulatory Scrutiny
– Expect stricter requirements for data protection, incident reporting, and supply chain oversight.

2. Adoption of Zero Trust Architectures
– Public organizations will increasingly move toward zero trust models, where access is continuously verified, not assumed by network location.

3. Automation and AI-Driven Defense
– Machine learning will play a larger role in threat detection, incident response, and vulnerability management. Automated playbooks can reduce response time.

“`python
# Example: Automated alert triage with Python
import requests

alert = get_security_alert()
if alert.severity == ‘high’:
requests.post(‘https://incident-response.internal/trigger’, json=alert.to_dict())
“`

4. Cloud Migration and Hybrid Environments
– Moving to the cloud offers scalability and security benefits, but requires new skills and controls—especially for identity and access management.

5. Collaboration and Threat Intelligence Sharing
– Public bodies must participate in sector-wide information sharing to identify new threats and coordinate responses.

6. Resource and Skills Investment
– Recruiting and retaining cybersecurity talent is a priority. Upskilling existing staff is equally critical.

Public sector IT leaders must advocate for sustained investment in cybersecurity—treating it as a core component of public service, not an optional cost.

Conclusion: Key Takeaways for IT Leaders

The Glasgow Council cyber attack illustrates that cybersecurity is inseparable from service delivery, public trust, and operational resilience. Key lessons for IT professionals and decision makers include:

• Proactive Defense: Adopt a layered security approach—hardware, software, people, and process.
• Continuous Vigilance: Monitor for threats, patch promptly, and test your response.
• Preparedness Pays Off: A thoroughly practiced incident response plan saves time and limits impact during a crisis.
• People Matter: Technical controls must be paired with continuous staff education and awareness.
• Long-Term Commitment: Building cyber resilience in the public sector is an ongoing process, demanding sustained investment and collaboration.

By learning from incidents like the Glasgow Council attack and embracing best practices, IT leaders can protect their organizations against future threats and maintain the trust of the communities they serve.