[OR] [GI] [E3] [CBS] [1] [DP] Ride-hailing & Mobility booking

CBS-1 Ride-hailing & Mobility Booking

Summing Up …

Introduction

Table: Sub-CBS of CBS-1 Ride-Hailing & Mobility Booking:

More Information About OR-5000 [OR-5] or OR-300 [OR-3]

Grab Indonesia’s CBS-1: Ride-Hailing & Mobility Booking represents one of the organisation’s most vital services, connecting millions of passengers with drivers across multiple vehicle types, including cars, motorbikes, and taxis.

This service is a cornerstone of Grab’s operational model, generating revenue, enabling financial inclusion, and supporting urban mobility.

Any disruption to this critical business service can significantly impact customer trust, driver-partner livelihoods, and regulatory compliance.

To manage operational resilience effectively, CBS-1 is broken down into detailed business processes, or sub-CBS, each of which must be mapped, assessed, and protected to ensure continuity under adverse conditions.

Sub-CBS Code	Sub-CBS / Business Process	Description / Key Activities
CBS-1.1	Booking & Trip Request Management	Enables passengers to request rides via the app, including inputting pickup/drop-off locations, selecting vehicle type, and receiving trip confirmations.
CBS-1.2	Driver Matching & Dispatch	Matches passenger requests with available drivers using real-time algorithms, optimising ETA, location, and driver capacity.
CBS-1.3	Dynamic Pricing & Fare Calculation	Calculates trip fares based on distance, time, demand-supply dynamics, promotions, and surge pricing rules.
CBS-1.4	Ride Tracking & Navigation	Provides real-time GPS tracking for passengers and drivers, route optimisation, and ETA updates throughout the journey.
CBS-1.5	Payment Processing & Reconciliation	Facilitates secure payments via digital wallets, cards, or cash, including fare settlement with drivers and transaction reconciliation.
CBS-1.6	Driver & Passenger Support	Handles customer service requests, complaints, cancellations, lost items, and safety incidents through in-app support and contact centres.
CBS-1.7	Driver Verification & Management	Manages onboarding, verification, background checks, and rating systems to maintain driver quality, compliance, and safety standards.
CBS-1.8	Regulatory Compliance & Reporting	Ensures operations comply with local transport regulations, permits, and licensing requirements, and provides mandated reports to authorities.
CBS-1.9	Data Analytics & Insights	Collects and analyses operational data to optimise ride allocation, forecast demand, and support business decision-making.
CBS-1.10	Incident Response & Continuity Management	Responds to service disruptions, system outages, or emergencies, ensuring rapid recovery and minimal impact on users and drivers.

Each of these sub-CBS processes supports the operational resilience of Grab Indonesia’s ride-hailing service.

By mapping, testing, and monitoring these sub-processes, the organisation can identify potential vulnerabilities, define impact tolerances, and implement recovery strategies to ensure a seamless mobility experience even during disruptive events.

Gain Competency: For organisations looking to accelerate their journey, BCM Institute’s training and certification programs, including the OR-5000 Operational Resilience Expert Implementer course, provide in-depth insights and practical toolkits for effectively embedding this model.

Operational Resilience in Action: A Case Study of Grab Indonesia

eBook 3: Starting Your Operational Resilience Implementation

CBS-1 Ride-hailing & Mobility booking (vehicle, motorbike, taxi, etc.)

CBS-1 DP

CBS-1 MD

CBS-1 MPR

CBS-1 ITo

CBS-1 SuPS

CBS-1 ST

To learn more about the course and schedule, click the buttons below for the OR-300 Operational Resilience Implementer course and the OR-5000 Operational Resilience Expert Implementer course.