Spark Jump Q&A

Earlier this year Spark Jump delivery partners participated in a series of briefings for budget advisers around the country.  Arising from these briefings were numerous questions about the programme and as a result we compiled a Q&A to address the issues raised.  This is a rich resource of information for referral agencies and delivery partners.  Please let us know if you have any new questions that we can add to the Q&A.

Spark Jump Modem orders

With the transfer of Spark Jump support from 20/20 Trust to DIAA from 1 August 2018, partners should place all requests for modems by emailing sparkjump@diaa.nz.  Tom is now responsible for distributing modems and these will generally be couriered on Wednesdays and Fridays.  Modems should be received by delivery partners within two working days.  Requests should be made no later than 12 noon on Tuesdays and Thursdays to meet these timings.

To help make sure that partners never run out of modems, we are monitoring closely the stock each partner is holding.  When the number of unallocated modems held by any partner drops below 5, we check your level of activity and if necessary will send another box of modems without waiting for your request.

Some partners request large numbers of modems just in case they run short.  But we encourage everyone to order small quantities frequently, rather than hold large stocks.  We currently have 700 modems in the pipeline – these are ones that have been couriered to a partner but have not yet been allocated to a family.  Our goal is to reduce this number as much as possible without upsetting the smooth delivery of the programme.  So unless you have a special Spark Jump event planned, please limit your requests to 5 or 10 modems (one or two boxes).

Spark Jump – Relocation of Modems

Spark Jump modems are registered against a physical address (after confirming that the address is in a 4G or 4G 700 coverage area).  Families using Spark Jump modems are not permitted to use the modem at other locations without first updating their new address details on their Skinny account.  This can be carried out online or by notifying the Skinny Helpdesk (0800 475 4669).   Families should have their Broadband number (also called the MSISDN number) ready if they call the Helpdesk, as this will help the Skinny support team quickly identify the caller as a Spark Jump family.  Another option is for the family to advise the library or organisation that helped them set up the modem (delivery partner) that they are planning to move to new address. The delivery partner in turn will notify DIAA (sparkjump@diaa.nz or 0800 463 422) so that wireless coverage can be confirmed at the new address and the family’s records updated.

DIAA maintains a register of all modem locations; the register is shared with the Skinny Helpdesk and the Spark Foundation.  Our goal is to ensure that families have uninterrupted service.

Families who do not notify a change of address will appear on a Spark Jump Breach Report, generated by the Skinny team.  This signals the use of the modem at an unknown location and Spark Foundation partners are obliged to contact the family to obtain details of the new address.  If families can not be contacted within 5 working days, their modems will be blocked and they will no longer have access to the Spark Jump internet service.

Some families temporarily relocate their modems to a new location, e.g. during school holidays so that their children have ongoing internet access, or if a family member is hospitalised.  Families in these situations must pre-notify their local delivery partner or DIAA so that a note can be added to their account.  Otherwise, their modems could be blocked.

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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