I reported last week about a problem that Dunedin Library was having with copies of some Kawa of Care not being sent to the family or to DIAA. We diagnosed this to be a problem when using Internet Explorer as the browser for completing the Kawa of Care form. But we have now been advised by the form developer that there was another problem – new options had been added around the end of March to the “how did you find out about JUMP” part of the form without the back-end processing part being updated. So any family selecting ‘Salvation Army’ or ‘Computers in Homes’ were ending up in a cyber black hole. Fortunately this had no impact on their JUMP service; it only affected our records for acknowledging receipt of the Kawa of Care. This has now been fixed, but we do ask all partners to complete columns B & C in their JUMP Google registers with the names of participating families and the date the modem is issued in column E (the yellow shaded columns) – this then provides an alert if we don’t receive the Kawa of Care. If you find you don’t have editing rights in your JUMP Google register please contact firstname.lastname@example.org so that we can give you permissions. You do need a Gmail email address or an email linked to a Gmail account to access the Google Docs world. To complicate matters, many local authorities to not allow council emails to be linked to a Gmail account, so the solution many library partners have adopted is to create a generic library gmail address – the most innovative one we have discovered is email@example.com. There has to be a prize for the first person to work out which library this is!
Every day, there’s something new to learn. Today, with Dunedin Library’s Anne Buck’s assistance, we went on a detective hunt to find out why Kawa of Care forms being completed by Dunedin JUMP families were not reaching us, nor were families receiving a copy. To cut a long story short, we discovered that Kawa of Care forms completed using an Internet Explorer (IE) browser were disappearing into a cyber black hole, but when the same forms were completed using Edge or Chrome, everything worked as they should. We subsequently discovered from the Kawa of Care form designer that Firefox is an OK browser as well but IE is definitely not (we didn’t ask why, we were just happy to have a diagnosis for the problem).
It appears though that some of the forms were reaching Spark Foundation’s system, which meant we were able to recover these without having to ask the families to fill them in again, but others seem to have disappeared for good.
So the moral of this story is to not use IE browsers for completing Kawa of Care.
Please continue to enter the family’s name and date of issue in your Google Docs JUMP register for every modem issued. If partners don’t do this, we have no way of knowing that the modem has been issued if we don’t receive the Kawa of Care.
A number of families, when completing their JUMP Kawa of Care online form, are falling into the trap of repeating the leading “86” in the IMEI number. These two digits auto-fill in the Kawa of Care form and there is no need for families to re-enter “86”. When families do enter it, they are unable to enter the last two digits of the IMEI number, as the field is limited to a total of 15 digits. This makes it difficult, and at times impossible, to uniquely identify the family’s modem.
To mitigate this problem we have recommended to Spark Foundation that the auto-fill feature is removed, but until this happens can you remind families when completing their Kawa of Care not to enter the leading “86”. One other thing you can do to help is to always enter the family’s name in columns B and C of the Google sheet (yellow shaded columns). We can then advise Spark Foundation of the correct IMEI.
Spark Foundation and Skinny are currently reviewing their processes for the handling of faulty and returned modems. While all the details are still being worked through, Skinny has requested that all faulty and returned modems be reported to them using their 0800 number (0800 475 4669).
All JUMP families should be encouraged to call the Skinny Helpdesk whenever they encounter a problem with their modem. Helpdesk staff will carry out a remote test if possible and provide advice to families about how to fix the problem, or in the case of a faulty modem, families will be asked to return the modem to the place where they set it up.
When families bring in their faulty modems, or even ones they no longer require, it is important to check with the Skinny Helpdesk that the modem has been de-linked from the family’s account before attempting to register a replacement modem using the same email address. Another option is for families to set up a new account using a different email address.
Families must also complete a new Kawa of Care when receiving a replacement modem.
The part of the process still being discussed is what JUMP delivery partners do with returned modems; Skinny would prefer a collection scheme, where modems are held by delivery partners until the end of each month, and then returned using a pre-paid courier pack. In the meantime, partners are asked to continue completing the modem return form, and set aside the modems until courier return instructions are received.
We have noticed that some partners are still directing families to an old version of the Kawa of Care. We understand how this might be happening if you have set up links on the desktops of your computers to make it easy for families to find. Please update these links to this one. You know you have the right one when it lists Digital Inclusion Alliance Aotearoa as the Spark Jump Partner at the top of the online form. If it says 20/20 Trust, you have an obsolete link.
You can also access the correct link from cell E2 of your Spark Jump Google register or from the Stepping UP website.
Today, we have tracked down a glitch with the processing of some Kawa of Care online forms. The impact of this is that we have not been copied in on some Kawa of Care, which means that we have not been able to update the GSheet register. We have been chasing up some partners for an explanation about why Kawa of Care are not being completed and you have been telling us that families did complete them. So this has been a bit of a challenge to work out what is going on, as some arrive and others don’t.
The good news is that this is not your problem; I am just sorry that you have had to ask families to complete the Kawa of Care more than once. The problem is with Spark Foundation’s system that receives the Kawa of Care forms. And the even better news is that this has been fixed. So that’s all good going forward.
The team at Spark Foundation has sent me copies of all the ‘unprocessed’ forms – these date back to the beginning of September – and we have updated the GSheets by entering the date received in column G and shading the cell green.
I don’t expect this to re-occur, but please always enter the family name (columns B & C) and the date the modem is issued (column E). This then provides us with an alert if we don’t receive the Kawa of Care.
Congratulations to Whangarei Library which scored the highest number of Spark Jump sign-ups in September. They win a morning tea for all staff, funded by the Spark Foundation. Note the count is based on the number of Kawa of Care received; it is most important that families complete their Kawa of Care before they take home their modems. September results are:
|Local Partner||Number of modems issued in September 2018|
|Buller District Library||8|
|De Paul House||8|
|Whanau Resource Centre Pukekohe||7|
|Central Hawkes Bay Libraries||6|
|Nga Tai O Te Awa||5|
|Dunedin Public Library||4|
|RaWiri Residents Association||4|
|Hastings District Libraries||3|
|North Harbour Budgeting Services||3|
|Te Mana o Kupe||3|
|Glen Innes Library||2|
|Hutt City Libraries||2|
|Te Matariki Clendon Community Library||2|
|Timaru District Libraries||2|
|Adult Learning Franklin||1|
|Grey District Library||1|
|Invercargill City Libraries||1|
|Kawerau District Library||1|
|Manukau City Baptist Church||1|
|Nelson Public Libraries||1|
|Sir Edmund Hillary Library (Papakura)||1|
|Tairawhiti Technology Trust||1|
|Tauranga City Libraries||1|
|Valley Baptist Community Centre Dunedin||1|