What happened to the Jump Participant GDoc Registers?

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.

Update on Kawa of Care glitch

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 sparkjump@diaa.nz 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 imustreadabook@gmail.com.  There has to be a prize for the first person to work out  which library this is!

Kawa of Care Glitch when using Internet Explorer (IE) browser to send JUMP forms

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.

Watch out for the “86” IMEI trap!

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.

Faulty and Returned Modem Processes

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.

Some partners are still using the old (20/20 Trust) Kawa of Care

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.

Kawa of Care Glitch

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.


Whangarei Library wins the Spark Foundation Morning Tea

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
Whangarei Library 11
Buller District Library 8
De Paul House 8
Masterton Library 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
eLearning Porirua 3
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
Te Takere 2
Timaru District Libraries 2
Whanganui Libraries 2
Addington.net 1
Adult Learning Franklin 1
Grey District Library 1
Invercargill City Libraries 1
Kawerau District Library 1
Linwood Library 1
Manukau City Baptist Church 1
Nelson Public Libraries 1
Panmure Library 1
Sir Edmund Hillary Library (Papakura) 1
Tairawhiti Technology Trust 1
Tauranga City Libraries 1
Valley Baptist Community Centre Dunedin 1
Waitaki Libraries 1


Four Spark Jump partners were first equal in August

Every month we count how many Spark Jump modems have been issued by each delivery partner and the partner who achieves the greatest number wins a free morning tea for all their staff, funded by the Spark Foundation.  In August, four partners were first equal, signing up 11 families each – De Paul House (Auckland), Linwood Library (Christchurch), Masterton Library and Nga Tai o Te Awa (Whanganui).  When this occurs, our practice has been to award the morning tea to the partner who hasn’t received a Spark Foundation Morning Tea before, but in this case we have two partners in this situation – De Paul House and Nga Tai o Te Awa.  Spark Foundation came to our rescue by agreeing to provide two free morning teas for August.  So well done to all four partners – you are really making waves in supporting your communities.

The Leader Board for Spark Jump signups is updated continuously and can be viewed here (tip: scroll to the bottom of the page).  The numbers are based on completed Kawa of Care.

Spark Jump Registers-recording family details

Every DIAA Spark Jump delivery partner is assigned a confidential Google sheet for use as a Spark Jump register.  This records details of modems assigned to each partner as well as contact details for each participating family.  For privacy reasons, access to these registers is restricted to the people directly involved in helping families set up Spark Jump internet connections.

Participants are asked to record their contact details in the online Kawa of Care as part of the set-up process.   These details are then transferred by DIAA’s Spark Jump team to the delivery provider’s Spark Jump register.

Our preference is for programme participants to complete the online Kawa of Care before they leave the venue where they have activated their modem.  There is then no need for delivery partners to enter any participant details in the Google register; this will be entered the same working day by the DIAA team.

However, some partners prefer that participants complete a paper-based copy of the Kawa of Care, and then use this to enter the details themselves in the online version at a later date.   In this case, delivery partners should immediately enter the name of the participant in the Google register (columns B and C) as well as the  date the modem was issued (column E) .