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Purpose of this blog

This site is managed by the Digital Inclusion Alliance Aotearoa (DIAA) and is intended for partner organisations delivering programmes endorsed and/or supported by DIAA.  Currently this includes the following programmes:

  • Stepping UP
  • JUMP
  • DORA
  • Better Digital Futures for Seniors
  • Appy Seniors
  • Digital Wellbeing for All

The blog aims to address mainly operational issues associated with the delivery of these digital inclusion programmes.  It provides a repository of information dealing with specific questions raised by programme delivery partners.

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  1. Go to diaa.blog
  2. Click on +Follow – down the bottom right hand side; greyish text
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  4. Tap Sign me up.

You will then automatically receive emails whenever there is a new post.

Skinny Care over the holiday period

A heads up for all Jump Delivery partners that Skinny Care (the Skinny Helpdesk on 0800 475 4669) will be operating a bit differently during the coming Christmas/ New Year holiday period. We don’t expect you as one of our delivery partners to ever have to use this number, but it could be helpful that you know about this change in case any of your Jump customers ask you.

Skinny Care will only be available via Chat on the following dates:

26, 27 and 28 December 2021

2, 3 and 4 January 2022

The Care Team will be closed on Christmas Day and New Year’s Day. Otherwise they will there to help during normal hours:

Monday to Friday: 8:00am – 7:00pm (support available via Chat or Facebook only)

Monday to Friday: 9:00am – 5:30pm (support available via Phone)

Weekends and public holidays: 9:00am – 5:30pm (support available via Chat or Facebook only)

Libraries ‘to help or not to help’ with My Vaccine Passes

When the My Vaccine Pass was released a few weeks ago it was inspiring to hear how libraries had responded so quickly to help their communities get access to their passes – after all, how many people have the digital confidence to:

(1) Have a unique email address (not one shared with a partner);

(2) Set up a My Health account;

(3) Access emails on their smartphones;

(4) Add their Vaccine Pass to Apple Wallet or Google Pay;

(5) Own a printer and laminator to print a copy.

For our part, Sue Kini pulled out the stops and produced a new Stepping UP module for My Health & My Vaccine Pass.

It was quickly evident that the Government’s backup plan to use the special 0800 number for people without digital access to request a Vaccine Pass was not going to work, with 70,000 requests backlogged. I was so disappointed with the negative stories emerging that I sent a letter to the editor of the Dominion Post on 26 November pointing out how public libraries (as the biggest ‘helpdesk’ in the country) could help.

And then the bombshell on 2 December to learn that some Councils had ruled that only people who could show their Vaccine Passes were permitted access to their libraries and other public facilities. A sort of catch-22; how could libraries help people get their passes if they had to have one to enter? Well done Clutha District Council, Waitaki District Council, Timaru District Council, Waimate District Council, Marlborough District Council, Upper Hutt City Council, South Taranaki District Council and Whanganui District Council, to name just a few who ruled in favour of remaining open to everyone, so that people could get the help they needed to get their passes.

But we still have a lot of work to do; at the time the new traffic light system came into effect on 3 December over 800,000 people who were fully vaccinated had not downloaded their Vaccine Passes.

We strongly encourage all our Stepping UP partners to provide ongoing support to help everyone in their communities get access to their Vaccine Pass and be able to enjoy the new freedoms that come with the Covid traffic light system.

1 metre social distancing – what it really means for orange regions

Image Source: South Taranaki District Council

Many of us (including me) have been under the misapprehension that the 1m social distancing rule for Covid-19 means that we need to maintain at least 1 metre distancing between participants in small group sessions, and this has prevented many partners from resuming their Stepping UP classes. It certainly contributed to our decision to put DORA out to pasture for 3 months. However, our good friend, Pete Gray, Manager – Libraries & Community at Whanganui District Council, pointed out the error of our thinking today to Alistair Fraser on our DIAA team by directing us to the official Government Covid-19 Protection Framework (traffic lights) on what an orange traffic light means for public facilities such as libraries.

To quote from the official word: “some capacity limits are based on 1 metre distancing. This means the maximum number of people who could occupy the space if each person was 1 metre apart. People do not need to stand 1 metre apart.In other words, the 1 metre rule is about capacity limits in defined spaces, not actual social distancing.

DORA is a 7 metre bus; we assess the social distancing capacity would be 7 people (based on above rule), and this excludes ‘workers’, who in our case would be the tutors. So this means it would be pretty much ‘business as usual’ for attendees with Vaccine Passes. We can only assume the same would be true for library partners.

But what about masks? The Government accepts that there are situations when face coverings can temporarily be removed, and in particular “to eat or drink” or “to talk with someone who needs to see others’ mouths to communicate, due to being deaf or hard of hearing”.

So with nearly all regions moving to Orange on 31 December 2021, now is the time to plan your 2022 Stepping UP classes. Thanks Pete and Alistair for helping us to get this clear.

JUMP Q&A Webinar on 1 December 2021 cancelled

The next monthly Jump Q&A webinar, scheduled for 9.30am on Wednesday 1 December 2021 has been cancelled. We only had one registrant and while hundreds of you might be contemplating registering tomorrow, I am afraid it is too late. We know this is a busy time of year and I am sure you will all welcome an extra hour in your day. I also know many are going the extra mile in helping your communities get their Vaccine Passes by 3 December, so please continue to focus on this.

The Jump Q&A webinars will resume on Tuesday 1 February 2022.

My Vaccine Pass – Libraries and other community organisations to the rescue!

We have had numerous reports this week from our Stepping UP partners about how they have sprung into action to help their communities download their vaccine passes. Some are providing a printing service, creating a laminated copy of the Pass. Others are helping customers with smartphones navigate the maze of apps to ensure the Pass can be swiftly recovered when it is needed to verify their vaccination status to gain access to a hairdresser or restaurant.

We (mainly Sue Kini) have also swung into action and produced a new Stepping UP Digital Step – DS41: My Health & My Vaccine Pass. This provides a step by step guide for partners to guide your customers in creating a My Health account and downloading their Vaccine Passes.

As shout out to Irene Wilson at Dunedin Public Library, who has produced an amazing set of video tutorials for getting a Vaccine Pass. Irene has created six videos in total and is happy for this resource to be shared with anyone who needs it.

  • How to create your My Health Account
    • With an email address
    • With a RealMe login
  • How to request your vaccine certificate
  • How to access the certificate with an android device
  • How to access the certificate with an Apple device
  • How to zoom in on the QR code

Jump Partner details updated on Skinny website

Today, we have applied a major refresh of the Jump partner details that appear on the Skinny Jump website when customers go searching for a nearby partner.

In August 2021, we changed most of the contact information to indicate that Jump delivery partners were temporarily closed because of the Covid-19 lockdowns; customers were advised to contact Jump partners by phone for assistance when applying for Jump modems that would then be sent by courier. Since 18 August, we have couriered 1264 modems to families using this process. What is amazing is that during the same lockdown period, partners have managed to distribute a total of 1734 modems. So that’s 3000 more households connected to affordable internet.

So while some partners continue to face challenges in distributing modems, most have opened again and are offering limited services within the Covid-19 guidelines. As a result we have decided to revert most partners (except Auckland libraries) to the standard wording for Jump connections:

Contact us during normal business hours to sign up for Jump

Auckland customers will continue to be directed to the special call centre number (09 977 1415).

All partners continue to have the choice of issuing modems themselves or assisting customers complete an online application form. As we move to the traffic light system, we expect that most partners will be able to resume issuing modems, and we will return to the position we were in before the latest series of lockdowns with 90% of all modems being issued by partners.

This is by far the best delivery model as partners are able to provide local support for customers connecting to the internet for the first time.

Please check the listing for your venue on the Skinny Jump website by typing in a local address or zoom in on the map to find your venue. If you would like any details changed, please contact us at jump@diaa.nz

Reminder about Jump Q&A

We have our next Jump Q&A webinar scheduled for Friday 1 October at 9.30am. This is your chance to ask questions of the Spark Foundation and our DIAA team about anything relating to Skinny Jump. Our commitment is to answer all your questions and if we don’t know the answer, we promise to find out.

The only exception unfortunately is the question that is asked most frequently – ‘when will capacity become available on a particular cellphone tower’. The capacity of Spark’s 4G cell towers is continuously under review, and can change day by day, as people migrate to other services and as Spark makes further investment in their infrastructure.

The October Q&A will include some key findings from the customer surveys that DIAA is carrying out with new Jump customers. Tom and Josiah are phoning everyone who connects to Jump (and agrees to be contacted) within 1-2 weeks to find out how they have got on in setting up their Skinny account and getting online. Over the last few months they have contacted over 500 new customers.

To book a place, register here and you will receive an invite to the Zoom webinar.

Faulty Jump modems during lockdown

During lockdown, we are couriering replacement modems from our Wellington base together with a courier bag for the return of the faulty unit.

The process works like this: the Jump customer contacts the Skinny Care Team on 0800 475 4669 if they have a suspected problem with their modem. The Care Team may be able resolve this remotely, but if they can’t they will refer the customer to our (DIAA) 0800 number (0800 463 422) for Shelley to arrange a replacement.

Shelley takes on the role that Jump partners would normally provide, getting details of the modem (IMEI Number), customer’s name and physical address. She then completes the online Modem Return form to ensure the old modem is delinked from the customer’s account and arranges for a new modem to be sent.

By the time the modem arrives (typically within 2-3 working days), the Skinny Support Team will have actioned the de-linking request and the customer can proceed to set up a new account.

If the customer has a credit balance on their old account, they must contact the Skinny Care team again, after they have their new modem and new Skinny account set up, to arrange for the credit balance to be transferred.

If a customer contacts you, as a Jump partner, directly rather than contacting the Skinny Care Team you are welcome to follow the same steps as
Shelley, i.e. capture the contact details for the customer and the IMEI number of the faulty modem, email these to jump@diaa.nz, and complete a Modem Return Form.

Surge in demand for internet could result in more ‘no-availability’ address checks

With the move to Level 4 lockdown, internet service providers have noticed a surge in internet usage. This is not really that surprising, but with the increased loading on the 4G wireless network, this could result in partners having to decline applications from more customers. We hope this is just a temporary issue and that the loading on the network will reduce when we move out of Level 4 lockdown.

All partners should now have supplies of the flyer explaining why some households can not be connected even when others in their neighbourhood can; if you haven’t received any of these flyers please contact us at jump@diaa.nz and we can send you some.

Possible problem using the Jump online order form

One of our partners alerted us to a problem she was having with our Jump online order form; I alluded to this in a previous post, but have now had the opportunity to investigate further.

As I suspected this is a case of Google trying to be helpful, but not for the reason I thought. This is a new feature Google introduced into their forms from 3 August 2021, so this is the first time we have noticed this.

If you are signed into a Google account when you access our Jump application form the form will automatically add in your email address and start automatically saving your responses as a draft for 30 days. You can find more information about this feature here. The purpose of this is that you can return to the form anytime within 30 days to complete the form without having to repeat information that you have already entered.

This is not a feature that is required for our form and, as the form owner, we are supposed to be able to turn this feature off. But I have checked this out and we don’t have the option, possible because the form was created before 3 August 2021. Maybe a bit more googling will find a workaround.

But in the meantime, I think we will just have to live with it. The concern expressed by our partner was that her personal email address would somehow be included in the form responses and shared with the family requesting the Jump modem (who do get a copy of the application form when completed).

We have no evidence that this is happening; the feature appears limited to saving a draft of the form in the identified google account. However if you have any concerns about this please use a different browser, one that is not linked to your google account, or open an incognito window (ctl+shift+n).