28 CHAPTER 2 Threats and Impacts: Consumers in several different outcomes. The most likely scenario is that the system continues to operate without the patch or upgrade being applied, and will be found later during an audit or security assessment (or hacker). However, situations can arise where the unsuccessful application of a patch or upgrade causes the system to cease operating correctly. For example, an unsuccessful firmware update to a smart meter could cause the consumer to receive an erroneous bill or shutoff electricity to their house. With smart meters and other smart devices deployed at consumer facilities and con- nected to the Internet, patch management poses a threat to electricity consumers unlike anything experienced with the current electric grid. Intentional Attacks Utility company employees intentionally attacking consumers may seem counter- intuitive, but various situations could arise that lead employees to attack consu- mers. Angry employees lashing out in the workplace is not a new concept. Negative performance reviews, inadequate compensation, impending layoffs, and arguments with management are common reasons for employees to lash out at their employers, which could indirectly cause negative impact to consumers. There will also be situations that cause employees to directly attack consumers. For example, Alice calls the utility company's support phone line to discuss the