Some partners have asked for clarification about why the Jump Profile form is now asking for contact details of the person completing the Profile Form. This was implemented a few weeks ago because of recurring errors by people completing the form; we want to identify these people so that we can contact them and offer further support.
But some partners questioned the need for this, especially as a copy of the form was automatically being emailed to the customer. So this caused us to re-think why customers needed an email copy.
The form was created many years ago on the assumption that customers would be filling this in themselves, with guidance from a partner as part of the modem setup process. But after consulting with some partners it is clear that this is not the way things are happening; most partners have their own staff completing this form. So if we take this as the ‘norm’, we can make some changes.
As of this morning, we have stopped emailing a copy of the form to the customer.
This was originally intended for customers to check that the information they had provided was correct and on a few occasions, customers did do this. But this is very rare and there doesn’t appear to be any other benefit in sharing the form with them. So we have stopped sending a copy to the customer. You will notice that you no longer need to enter the email address of the customer at the start of the form; this was the entry that triggered the auto-send. We still need their email, but this now comes later in the form along with other contact details.
We have noted the concern of some partners about including staff details in the Profile Form. By not sharing these with customers, we hope this addresses the main concern. We are happy for staff to just use their first name (we understand with most library partners, staff display their first name on a name badge) and a generic email if they prefer.
The Profile Form is confidential to the DIAA Jump team. This is not shared with the Skinny Care Team nor with partners; we use this to update individual partner GSheets, so that we can track modem issues and arrange a resupply of modems when required. Most of the data collected, especially around demographics and target user groups is aggregated and used for high level programme reporting.
Digital Inclusion Alliance Aotearoa 