Pipeline Transfers to plug the Jump Modem shortage

With over 300 Jump delivery partners, it is not surprising that at any point in time there are reasonably large numbers of Jump modems in what we call the pipeline, i.e. somewhere between order placement and allocation to a customer.

As at this morning (Tuesday 8 March 2022), there are 2364 Jump modems in the pipeline. While 74% of all Jump partners have issued a modem during the last three months, there are 78 partners who haven’t.

We understand there can be very good reasons (many of which are Covid-related) why partners are not currently issuing modems and we really appreciate partners’ efforts in helping your customers complete the online application form as an interim measure.

However, we would would like to redistribute any modems being held by partners and unlikely to be issued within the next month or so.

We did our first transfer yesterday from the Bream Bay Trust to Papakura Library. Thank you, Charlie at Bream Bay, for your help.

The way this works is as follows:

(1) Shelley will contact partners who have stocks of modems and who appear to be inactive (we define ‘inactive’ as no modems issued during the last 3 months). It could be just a matter of Profile Forms not being completed so that our records are over-stating the number of modems being held.

(2) Assuming the partner does have surplus modems, Shelley will negotiate the number that could be transferred (typically, quantities of 5 to 10). We then ask the partner to notify us of the IMEI numbers of the modems available for transfer.

(3) Shelley will then arrange for a courier label to be sent to facilitate the transfer. For transfers within Auckland, we may even arrange a same-day pickup and delivery.

(4) We then update the two partners’ GSheets by removing the transferred modems from the donor’s sheet and adding them to the recipient’s GSheet.

New Smart Modem 2 for Jump customers

Some partners will have noticed a new Skinny Jump modem that arrived last week. Current supplies of B315 and B618 modems are exhausted and the Jump team has decided to use the same modem as for other Spark and Skinny customers.

This modem works as a 4G wireless modem (for Skinny Jump) as well as for fixed fibre connections. Apart from being a bit bigger than the B618 modems, the Jump set up process is exactly the same.

Partners may see further supplies of B315s and B618s from time to time as repaired units become available for redistribution.

Jump home deliveries impacted by modem shortages

As at this morning (Tuesday 8 March) we have 280 families waiting for their Jump Modem to be delivered by courier. Our last courier deliveries were on 23 February 2022, so anyone who has applied since then will still be waiting.

We are expecting 100 of these to be on the courier this week, but the others are unlikely to be sent until next week.

This is a direct result of the modem shortage discussed in my earlier post. When modems don’t arrive after soon after online application forms are completed, people do start to call partners to find out what’s going on.

Partners are welcome to get in touch with Shelley on 0800 463422 and she can check the status of the delivery.

Our goal with online applications is to ship modems the day after the application is received, but of course we can’t do this when we don’t have any stocks! So if customers do call, please kindly explain that things are taking a bit longer than usual.

Delays in the supply of Jump modems

Many partners are noticing a delay in the supply of Skinny Jump modems and we apologise for this. Our goal is for partners to never run out of modems, but this is proving challenging when supply chains become constrained.

There are currently two contributing factors:

(1) Ingram Micro (the supplier of Jump modems) is currently operating at 60% of its capacity due to staff shortages (as a direct result of Covid self-isolating requirements);

(2) New Zealand distributors of computer products (including Jump modems) are also being impacted by global chip shortages.

At this stage, we are facing 2-week delays from the time orders are placed until they are shipped by Ingram. We do have large numbers of modems being held by partners, some of whom appear to be inactive, so we are making efforts to redistribute these as an immediate measure.

Skinny Care over the holiday period

A heads up for all Jump Delivery partners that Skinny Care (the Skinny Helpdesk on 0800 475 4669) will be operating a bit differently during the coming Christmas/ New Year holiday period. We don’t expect you as one of our delivery partners to ever have to use this number, but it could be helpful that you know about this change in case any of your Jump customers ask you.

Skinny Care will only be available via Chat on the following dates:

26, 27 and 28 December 2021

2, 3 and 4 January 2022

The Care Team will be closed on Christmas Day and New Year’s Day. Otherwise they will there to help during normal hours:

Monday to Friday: 8:00am – 7:00pm (support available via Chat or Facebook only)

Monday to Friday: 9:00am – 5:30pm (support available via Phone)

Weekends and public holidays: 9:00am – 5:30pm (support available via Chat or Facebook only)

Libraries ‘to help or not to help’ with My Vaccine Passes

When the My Vaccine Pass was released a few weeks ago it was inspiring to hear how libraries had responded so quickly to help their communities get access to their passes – after all, how many people have the digital confidence to:

(1) Have a unique email address (not one shared with a partner);

(2) Set up a My Health account;

(3) Access emails on their smartphones;

(4) Add their Vaccine Pass to Apple Wallet or Google Pay;

(5) Own a printer and laminator to print a copy.

For our part, Sue Kini pulled out the stops and produced a new Stepping UP module for My Health & My Vaccine Pass.

It was quickly evident that the Government’s backup plan to use the special 0800 number for people without digital access to request a Vaccine Pass was not going to work, with 70,000 requests backlogged. I was so disappointed with the negative stories emerging that I sent a letter to the editor of the Dominion Post on 26 November pointing out how public libraries (as the biggest ‘helpdesk’ in the country) could help.

And then the bombshell on 2 December to learn that some Councils had ruled that only people who could show their Vaccine Passes were permitted access to their libraries and other public facilities. A sort of catch-22; how could libraries help people get their passes if they had to have one to enter? Well done Clutha District Council, Waitaki District Council, Timaru District Council, Waimate District Council, Marlborough District Council, Upper Hutt City Council, South Taranaki District Council and Whanganui District Council, to name just a few who ruled in favour of remaining open to everyone, so that people could get the help they needed to get their passes.

But we still have a lot of work to do; at the time the new traffic light system came into effect on 3 December over 800,000 people who were fully vaccinated had not downloaded their Vaccine Passes.

We strongly encourage all our Stepping UP partners to provide ongoing support to help everyone in their communities get access to their Vaccine Pass and be able to enjoy the new freedoms that come with the Covid traffic light system.

1 metre social distancing – what it really means for orange regions

Image Source: South Taranaki District Council

Many of us (including me) have been under the misapprehension that the 1m social distancing rule for Covid-19 means that we need to maintain at least 1 metre distancing between participants in small group sessions, and this has prevented many partners from resuming their Stepping UP classes. It certainly contributed to our decision to put DORA out to pasture for 3 months. However, our good friend, Pete Gray, Manager – Libraries & Community at Whanganui District Council, pointed out the error of our thinking today to Alistair Fraser on our DIAA team by directing us to the official Government Covid-19 Protection Framework (traffic lights) on what an orange traffic light means for public facilities such as libraries.

To quote from the official word: “some capacity limits are based on 1 metre distancing. This means the maximum number of people who could occupy the space if each person was 1 metre apart. People do not need to stand 1 metre apart.In other words, the 1 metre rule is about capacity limits in defined spaces, not actual social distancing.

DORA is a 7 metre bus; we assess the social distancing capacity would be 7 people (based on above rule), and this excludes ‘workers’, who in our case would be the tutors. So this means it would be pretty much ‘business as usual’ for attendees with Vaccine Passes. We can only assume the same would be true for library partners.

But what about masks? The Government accepts that there are situations when face coverings can temporarily be removed, and in particular “to eat or drink” or “to talk with someone who needs to see others’ mouths to communicate, due to being deaf or hard of hearing”.

So with nearly all regions moving to Orange on 31 December 2021, now is the time to plan your 2022 Stepping UP classes. Thanks Pete and Alistair for helping us to get this clear.

JUMP Q&A Webinar on 1 December 2021 cancelled

The next monthly Jump Q&A webinar, scheduled for 9.30am on Wednesday 1 December 2021 has been cancelled. We only had one registrant and while hundreds of you might be contemplating registering tomorrow, I am afraid it is too late. We know this is a busy time of year and I am sure you will all welcome an extra hour in your day. I also know many are going the extra mile in helping your communities get their Vaccine Passes by 3 December, so please continue to focus on this.

The Jump Q&A webinars will resume on Tuesday 1 February 2022.

My Vaccine Pass – Libraries and other community organisations to the rescue!

We have had numerous reports this week from our Stepping UP partners about how they have sprung into action to help their communities download their vaccine passes. Some are providing a printing service, creating a laminated copy of the Pass. Others are helping customers with smartphones navigate the maze of apps to ensure the Pass can be swiftly recovered when it is needed to verify their vaccination status to gain access to a hairdresser or restaurant.

We (mainly Sue Kini) have also swung into action and produced a new Stepping UP Digital Step – DS41: My Health & My Vaccine Pass. This provides a step by step guide for partners to guide your customers in creating a My Health account and downloading their Vaccine Passes.

As shout out to Irene Wilson at Dunedin Public Library, who has produced an amazing set of video tutorials for getting a Vaccine Pass. Irene has created six videos in total and is happy for this resource to be shared with anyone who needs it.

  • How to create your My Health Account
    • With an email address
    • With a RealMe login
  • How to request your vaccine certificate
  • How to access the certificate with an android device
  • How to access the certificate with an Apple device
  • How to zoom in on the QR code

Jump Partner details updated on Skinny website

Today, we have applied a major refresh of the Jump partner details that appear on the Skinny Jump website when customers go searching for a nearby partner.

In August 2021, we changed most of the contact information to indicate that Jump delivery partners were temporarily closed because of the Covid-19 lockdowns; customers were advised to contact Jump partners by phone for assistance when applying for Jump modems that would then be sent by courier. Since 18 August, we have couriered 1264 modems to families using this process. What is amazing is that during the same lockdown period, partners have managed to distribute a total of 1734 modems. So that’s 3000 more households connected to affordable internet.

So while some partners continue to face challenges in distributing modems, most have opened again and are offering limited services within the Covid-19 guidelines. As a result we have decided to revert most partners (except Auckland libraries) to the standard wording for Jump connections:

Contact us during normal business hours to sign up for Jump

Auckland customers will continue to be directed to the special call centre number (09 977 1415).

All partners continue to have the choice of issuing modems themselves or assisting customers complete an online application form. As we move to the traffic light system, we expect that most partners will be able to resume issuing modems, and we will return to the position we were in before the latest series of lockdowns with 90% of all modems being issued by partners.

This is by far the best delivery model as partners are able to provide local support for customers connecting to the internet for the first time.

Please check the listing for your venue on the Skinny Jump website by typing in a local address or zoom in on the map to find your venue. If you would like any details changed, please contact us at jump@diaa.nz