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
- Measuring Digital Inclusion: A Pilot Programme
- Digital Wellbeing
The blog aims to address mainly operational issues associated with the delivery of these selected digital inclusion programmes. It provides a repository of information dealing with specific questions raised by programme delivery partners.
Lindsay King, the Learning Connections Coordinator at Invercargill City Libraries, and local coordinator for Skinny Jump, is the first Jump partner since the Covid-19 lockdown ended to request a courier sticker and address label to send faulty and returned modems for recycling. So I thought it might be timely to remind everyone of the process for handling returned and faulty Jump modems.
You may recall my earlier post about returning faulty modems. During the last 2 months, we have issued over 3500 Jump modems through our home-delivery process. Not surprisingly, around 4% of these (140) have been identified as ‘faulty’ when customers have reported problems to the Skinny Helpdesk and we have couriered a replacement modem. We included a note with the replacement modem, asking the customer to return the faulty modem to their nearest Jump partner after the Covid-19 lockdown ended.
Now that most partners have their doors open again, I am expecting the people holding faulty modems to return them to you. Please just assign them to your faulty/returns modem box and when you have a box full (5 or 6 modems) please contact us at firstname.lastname@example.org to get a courier sticker and return address label. Please advise the IMEI numbers of the modems you are sending for recycling, so that we can update our records.
Note that this applies to all returned modems; we no longer require you to contact the Skinny Helpdesk to request de-linking, so that the modem can be re-issued.
You are also welcome to send modems directly to the recycler if you prefer, but can you please advise us the IMEI numbers of the modems when you do this. Thank you.
The recycler is:
Sims E-Cycling (NZ) Ltd, 69 Aintree Avenue, Mangere, AUCKLAND Attention: Robert Herbert Phone: 09 275 1501
With the closure of schools during the level 3 and 4 Covid-19 lockdown, Skinny applied a free 6GB data boost every week day during school hours to all Jump accounts. So while this was primarily targeted at families with school children, everyone with a Jump connection has benefited.
Now that schools are open again, the need for this data boost has reduced, and as a result, Tuesday 16 June will be the last day for the free 6GB.
All Jump customers will receive an email notifying them of this by 9 June 2020.
Things changed on 25 March (not just the Covid-19 lockdown!) with the expansion of the criteria for Jump. When we introduced the home-delivery option (that has now reached nearly 4000 people), we abandoned the Kawa of Care form that we used to update the Jump registers in GDocs and replaced this with a Stepping UP Profile form which is to be used by partners when issuing Jump modems. We also plan to progressively use this for other DIAA digital inclusion programmes, to create a more comprehensive picture of the people who are participating.
For the home-delivery Jump option, we created a new form (Skinny Jump Application Form), based on the Stepping UP profile form, but with some additional contact information, such as a physical address so that we can check Skinny Jump coverage and courier modems to applicants.
For modems issued by partners, we are continuing to update the individual partner Jump register GDocs, using information captured in the Stepping UP profile form, but we are only including name and date information (linked to IMEI and BB numbers). The remaining data is consolidated in a national database where we can analyse the profile of people participating. The advice we received from privacy lawyers was that we were exposing ourselves and our partners to possible privacy breaches by recording participant details in a GDoc that could be easily shared and copied.
Our main reason for maintaining the individual partner GDocs is for stock control purposes, so that we can re-issue modems as required. Partners are welcome to continue to have access to this if they find it helpful.
I think this is a pretty universal position that it is too early for libraries and other public facilities to start issuing Jump modems. Since my last post on the Level 2 restrictions for Jump, our library partners seem to agree that while their facilities are officially open, social distancing, cleaning requirements and in some cases, limitations on the length of time people can stay in the facility, make it simply too difficult for group activities. However, the good news is that everyone seems very happy to keep operating in the same way as the have been for the last 8 weeks, i.e. accepting Jump inquiries from their community and where necessary, assisting with the completion of the online application form. Modems are then couriered directly to applicants’ homes, with a user guide explaining how to set up the Jump modem and open a Skinny account.
So our proposal is that from next week most Jump partner sites listed on the Skinny Jump map will be updated to read:
Contact us during normal business hours to sign up for Jump.
A contact name and normal business telephone number will then replace the personal mobile number of the staff member working from home.
Our proposal is that this will become the default information, but individual partners may choose slight variations to this wording if required. For example, some library staff have approval to continue working from home and managing Jump inquiries by phone. The Partner map information will then read:
Jump classes suspended until further notice. Phone us to sign up for Jump.
We ask all public Jump delivery partners to review the information on the Skinny map and advise us of any changes required (email@example.com).
In Auckland, 31 libraries are opening on 20 May and the other 24 immediately after Queen’s Birthday weekend (2 June).
We expect these updates to be made by Wednesday 20 May.
The extension of the Jump eligibility criteria to other digitally disadvantaged groups such as seniors and people with disabilities, as well as the Covid-19 constraints that we have all had to face during the last seven weeks, has made us think about more flexible options for delivering Jump. Two particular situations have come to light.
- 35 year old Jake takes responsibility for setting up a Jump account for his elderly Mum who lives in another town and has health issues. Jake completes an online application for his Mum but uses his own email address, so that he can check all the details such as the courier address were entered correctly. The home delivery service kicked in and arranged for the modem to be couriered to his Mum. When the modem arrived, Jake proceeded to set up the Skinny account in his Mum’s name but with his own email address so that he could verify the account when the Skinny email arrived. The only thing Jake overlooked was that he would need the modem broadband number and the verification code to set up the account, and as the modem was now some hundreds of kilometres away, he could not easily check this. So he called his mum and asked her for the codes on the base of the modem, but his mum was a bit confused by all the numbers and wasn’t what ones to give him. Lightbulb moment! “Mum, take a photo of the base and rear of the modem and send them to me!” Jake was now able to complete setting up the account. Roll-on 30 days and Jake gets an email from Skinny reminding him that he needs to top up his Mum’s account and renew the $5 plan. Jake’s Mum lives alone and she uses less than 30GB during the first month, so $5 a month is not really a financial burden for Jake. Remembering to top up every month is a bit of a pain for Jake, so he loads $20 onto his Mum’s account; each month $5 will be deducted, as the plan automatically renews. Now how easy is that for Jake and his Mum.
- Leona works for an organisation that provides support to people with disabilities and wants to provide (and pay for) a Jump connection for 10 people in her community. She has already procured 10 Chromebooks to set up a library of devices that people can borrow while under Covid-19 restrictions. The people she wants to support are living at different locations so she opted for the home-delivery service. However, she asked DIAA to provide her with a schedule of the modems allocated with the IMEI and Broadband numbers, as well as the Verification codes. This enabled her to set up individual accounts for each recipient. She also elected to set up a new email and password for each recipient, so that she could initially manage the accounts by paying for the top ups and renewing the Jump plans for each of the 10 people being supported, as required. Her plan is to eventually hand over the accounts to the individuals involved for them to self-manage. To simplify the process of accessing and topping up accounts she selected the Skinny Linked Accounts option. While this was originally intended for parents to manage their children’s Skinny accounts, it can equally be used for managed community situations like the one described above. Another organisation similar to Leona’s is happy to arrange for the delivery of the modems to their constituents, but the process is effectively the same. We are referring to organisations like these as Community Connectors.
A few weeks ago I posted about what might happen to the home-delivery Jump service once we moved to Level 2. I suggested that this really is in your hands as our delivery partners; we hope that you can continue offering assistance with Jump signups and progressively move back to delivering the modems as well. But there is no panic. We realise tomorrow is a new day and for many of you, your first day back in your premises after nearly two months. While I would like to think that Jump signups are on your priority list, I suspect your managers (and their managers) might have other priorities, like managing social distancing and keeping all your surfaces clean. So, as I mentioned in my previous post, we will continue to provide the home delivery option. This means you can continue to help sign people up in your communities and we will courier the modem to them. However, if you are willing to recommence with local modem deliveries, do let us know at firstname.lastname@example.org and we will turn on your auto-restocking trigger.
Just one important thing to remember, if you are issuing the modem, please complete the Stepping UP Profile Form. If you want us to send the modem please complete the Jump Application Form.
Some families with school-aged children have discovered that the Ministry of Education is offering 150GB free internet each month for six months. The Spark Foundation is also offering a free 6GB data boost each school day between 9am and 3.30pm.
So the question has been raised about whether or not families who have signed up for Jump before the Ministry tabled their offer get access to the free 150GB offer as well. These families do get the free 6GB daily boost.
This is a fair enough question and one that is currently being discussed between the Ministry of Education and the Spark Foundation. The current position is that families who have signed up through us do not get the free 150GB, but this might change, as early as next week.
We have to be clear though, we did advise schools who were scrambling to get internet connections for their students over the last five weeks to consider waiting until the Ministry made its offer, but those who preferred not to wait were welcome to connect through our service.