About 10% JUMP families are spending more than they have to every month. These families are spending between $200 and $250 on JUMP top-up vouchers every month, which is more than twice as much as they need to to get the same level of service.
Skinny’s unlimited fixed line plan starts at $73 per month, so any family using more than 210GB in any one month would be better off with a fixed line plan. We recognise that families often choose JUMP because the service is ‘pre-pay’, there is no term contract nor any penalties for early termination, and there is no cost to relocate to a new location.
DIAA is concerned that families don’t feel trapped without a proper understanding of other alternatives and we are seeking the support of our partners to help explain this. Any family using more than 210GB in any one month, i.e. topping up with the JUMP $10/30GB plan more than once every week, would be better off to migrate to an unlimited broadband plan.
There may well be other reasons why families choose a pre-pay service, but we need to make an effort to alert them to available options. For example, the Skinny website does provide two possible unlimited options for $73 per month:
- Sign up for 12 months: $199 early termination fee
- No Commitment: Pay for the modem ($99) and a one-off connection fee ($49)
Relocation fee: no charge if relocate no more than once every 6 months; $50 charge if relocate more frequently
In August 2018 I published a blog post about the way to handle things when a family moves houses and takes their JUMP modem with them (which of course they can). This process has now been simplified – there is no need to advise local delivery partners or DIAA. Families should be advised to just call Skinny on 0800 475 4669 and the helpful Skinny team will provide any advice needed on 4G coverage at the new location, as well as update the family’s records. That’s all it takes!
Of course partners can suggest to families that they check coverage at their new location themselves – this could save a bit of time and effort. But the important thing is to ensure Skinny has the updated address. This is especially important for families in temporary accommodation when they sign-up for JUMP – they must let Skinny know their new address when they move into more permanent accommodation.
Families who move to a new suburb or town without notifying Skinny are likely to get their service cut off as they will show up in a location breach report. When this happens Skinny will attempt to contact the family to get their new address, but if for any reason they can’t make contact, the modem will be blocked and internet service denied.
A new library research initiative by the Equity Through Education Research Centre at Massey University is underway and library managers and staff throughout New Zealand are invited to participate. The research seeks to investigate the role of public libraries in promoting digital inclusion and overcoming the digital divide.
We encourage all DIAA library partners delivering Stepping UP or JUMP programmes to participate in these surveys:
Library staff survey: https://www.surveymonkey.com/r/LXJGTY7
Library Managers’ Survey: https://www.surveymonkey.com/r/HRKDVMK
The research is being conducted by Dr Maggie Hartnett, Associate Professor Mandia Mentis, Associate Professor Alison Kearney, Dr Lucila Carvalho, and Dr Philippa Butler. Any questions about the research or about this survey should be referred to Maggie Hartnett, at email@example.com.
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!
Congratulations to Helen Yuretich and her team at Te Ahu Library in Kaitaia for signing up the most JUMP families ever in one month. 41 families signed up at Te Ahu Library during May, just squeezing Glen Innes Library off the top slot with their 40 sign-ups, and Whanganui District Libraries snapping at their heels with 38 sign ups. This is an outstanding achievement by all three libraries, contributing to a new national record of 359 sign-ups by 56 DIAA partners, 100 more than any previous month.
So how do these libraries do it? 37% of the sign-ups in Kaitaia come through the Library’s Facebook listing. At Glen Innes Library, all the staff have been trained to help family’s sign-up to JUMP; there is rarely a day that goes past without at least one family signing up. And Whanganui District Libraries offers JUMP at three locations – Davis, Gonville and Hakeke Street libraries with a fourth (Rangiora Street in Castlecliff) being added in June.
Thanks to Spark Foundation; a celebratory morning tea is winging its way to the Far North.
Today marked a special milestone when Glen Innes Library reached 200 JUMP signups (and today isn’t over yet!). In recent months, they have consistently topped the country for the number of sign-ups each month. Glen Innes Library supports one of the lowest socio-economic communities in New Zealand, so maybe this high demand for affordable internet is not all that surprising. It has been recognised for 20 years that families living in low socio-economic are less likely to be connected to the internet and a new survey by Network for Learning (N4L) has revealed that this is still the case. The survey found that at one in six of the poorest schools less than a quarter of the students had home access to the internet.
But this achievement is also a result of the commitment of staff at Glen Innes Library, all of whom have been trained to help families set up their JUMP modems. So, every day of week, people are turning up at the library to sign-up for JUMP. Nearly half of the sign-ups (48.5%) are the result of a referral from a friend; another 41% find out about JUMP when they visit the library.
The top 10 JUMP delivery partners are:
Glen Innes Library, Auckland 200
Masterton Library 187
Whanau Resource Centre, Pukekohe 147
Linwood Library, Christchurch 106
Whangarei Library 98
Kaitaia Library 78
Whanganui Libraries 77
Rotorua Library 74
Ngai Tai o te Awa, Whanganui 67
Timaru Library 60
TechMate, Christchurch 60
Families who complete a speed test when they get home and enter the results into the speed test form are sent a complimentary $10 JUMP voucher. There is a temporary delay in sending these vouchers, while we await new supplies. This currently affects over 50 families who have sent in speed test results since 1 May 2019. We are aware that some families have been asking about when they can expect their voucher; all we can advise them at this stage is that they should receive this before the expiry of their first $10 – 30 days after activating their modems.