Establishing appropriate impact tolerances for critical business services is a fundamental step in operational resilience planning.
For Grab Indonesia, the ride-hailing and mobility booking service (CBS-1) represents the core of its customer-facing operations, connecting millions of passengers with drivers daily.
The objective of this chapter is to define Maximum Tolerable Downtime (MTD) and Maximum Tolerable Data Loss (MTDL) for each sub-CBS, while assessing the potential customer, regulatory, and operational impacts.
By doing so, Grab Indonesia ensures that its ride-hailing platform can withstand disruptions without compromising safety, service continuity, or compliance obligations.
The chapter also identifies current resilience levels and highlights actions required to achieve acceptable operational tolerances in line with regulatory expectations.
|
Sub-CBS Code |
Sub-CBS |
Maximum Tolerable Downtime (MTD) |
Maximum Tolerable Data Loss (MTDL) |
Customer Impact |
Regulatory Impact |
Impact Type |
Current Resilience Status |
Action Required |
|
CBS-1.1 |
Booking & Trip Request Management |
2 hours |
0 minutes |
High – passengers unable to book rides |
Medium – local transport regulations |
Operational |
Moderate – redundancy in booking servers |
Enhance failover & server redundancy |
|
CBS-1.2 |
Driver Matching & Dispatch |
2 hours |
15 minutes |
High – delayed or mismatched rides |
Medium |
Operational |
Moderate – automated matching exists |
Implement additional dispatch failover mechanisms |
|
CBS-1.3 |
Dynamic Pricing & Fare Calculation |
4 hours |
30 minutes |
Medium – incorrect fare pricing or disputes |
Low |
Financial/Operational |
Low – pricing engine not fully redundant |
Introduce high-availability pricing calculation engine |
|
CBS-1.4 |
Ride Tracking & Navigation |
1 hour |
0 minutes |
High – inability to track rides |
Medium |
Safety/Operational |
Moderate – partial GPS redundancy |
Implement real-time GPS fallback systems |
|
CBS-1.5 |
Payment Processing & Reconciliation |
1 hour |
5 minutes |
High – failed payments, refunds delayed |
High – regulatory finance obligations |
Financial |
Moderate – backup payment gateways exist |
Strengthen payment gateway redundancy and reconciliation systems |
|
CBS-1.6 |
Driver & Passenger Support |
2 hours |
15 minutes |
Medium – delayed issue resolution |
Low |
Customer Service |
Moderate |
Deploy cloud-based support platform with automated routing |
|
CBS-1.7 |
Driver Verification & Management |
4 hours |
30 minutes |
Medium – onboarding delayed, driver credentials impacted |
High regulatory compliance |
Compliance |
Low |
Automate verification system with offline backup options |
|
CBS-1.8 |
Regulatory Compliance & Reporting |
24 hours |
1 hour |
Low – reporting delayed |
High non-compliance fines |
Compliance |
Low |
Automate report generation and secure archival |
|
CBS-1.9 |
Data Analytics & Insights |
24 hours |
1 hour |
Low – limited insight for decisions |
Low |
Operational |
Moderate |
Enable real-time data replication and analytics failover |
|
CBS-1.10 |
Incident Response & Continuity Management |
1 hour |
0 minutes |
High – delayed crisis response |
High–potential regulatory penalties |
Operational/Compliance |
Low |
Implement automated incident detection and escalation protocols |
Defining impact tolerances for CBS-1 Ride-hailing & Mobility Booking enables Grab Indonesia to maintain critical service operations even during disruptions.
The tolerances outlined in this chapter reflect a balance between customer expectations, regulatory obligations, and operational constraints.
By assessing the Maximum Tolerable Downtime and Data Loss for each Sub-CBS, the organisation can prioritise resilience investments, identify gaps, and take targeted actions to strengthen the operational continuity of its mobility platform.
Establishing these tolerances not only safeguards passengers and drivers but also ensures regulatory compliance and reinforces Grab Indonesia’s reputation as a reliable and resilient mobility service provider.
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Operational Resilience in Action: A Case Study of Grab Indonesia |
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| eBook 3: Starting Your Operational Resilience Implementation |
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| CBS-1 Ride-hailing & Mobility booking (vehicle, motorbike, taxi, etc.) | ||||||
| CBS-1 | CBS-1 DP | CBS-1 MD | CBS-1 MPR | CBS-1 ITo | CBS-1 SuPS | CBS-1 ST |
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