[OR] [GI] [E3] [CBS] [1] [MD] Map Dependency

CBS-1 Ride-hailing & Mobility Booking

Summing Up …

Introduction

Table: Map Dependency for CBF-1

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In the dynamic ride-hailing ecosystem, operational resilience depends not only on delivering services efficiently but also on understanding the intricate web of dependencies that underpins them.

For Grab Indonesia, the critical business service CBS-1, Ride-hailing & Mobility Booking, encompasses multiple sub-services, including trip requests, driver matching, dynamic pricing, ride tracking, payment processing, and regulatory compliance.

Each sub-service interacts with technology platforms, internal teams, and third-party partners, forming a complex network that ensures passengers and drivers receive a seamless experience.

Mapping these dependencies provides insight into the critical touchpoints, potential vulnerabilities, and resource requirements required to maintain continuous operations in a fast-paced, customer-centric environment.

Appended is the detailed dependency mapping table for CBS-1 Ride-hailing & Mobility Booking at Grab Indonesia, followed by a concluding paragraph for the chapter.

Sub-CBS Code	Sub-Critical Business Service	Dependency Type	Dependency Detail	Connectivity
CBS-1.1	Booking & Trip Request Management	Technology	Grab mobile app, backend servers, APIs	Connects passengers’ trip requests to the driver pool and the matching engine
CBS-1.1	Booking & Trip Request Management	People	Customer service team	Supports booking issues and escalations
CBS-1.2	Driver Matching & Dispatch	Technology	Driver allocation algorithm, dispatch system	Interfaces with trip requests and driver availability data
CBS-1.2	Driver Matching & Dispatch	People	Dispatch operators	Monitor automated assignments and resolve exceptions
CBS-1.2	Driver Matching & Dispatch	Third Party	GPS/location data providers	Real-time location tracking for driver allocation
CBS-1.3	Dynamic Pricing & Fare Calculation	Technology	Pricing engine, surge pricing algorithms	Receives input from trip request, traffic, and demand data
CBS-1.3	Dynamic Pricing & Fare Calculation	People	Revenue analysts	Monitor and adjust pricing policies
CBS-1.4	Ride Tracking & Navigation	Technology	GPS mapping services, navigation APIs, and mobile apps	Communicates live location to passengers and drivers
CBS-1.4	Ride Tracking & Navigation	Third Party	Mapping providers (e.g., Google Maps)	Provides routing, ETA, and traffic updates
CBS-1.5	Payment Processing & Reconciliation	Technology	Payment gateway, banking APIs	Connects passenger payments to driver accounts
CBS-1.5	Payment Processing & Reconciliation	Third Party	Banks, e-wallets, fintech partners	Enables payment settlement and reconciliation
CBS-1.6	Driver & Passenger Support	People	Customer service representatives	Handles queries, complaints, and issue resolution
CBS-1.6	Driver & Passenger Support	Technology	CRM system, ticketing platform	Manages support tickets and tracks resolutions
CBS-1.7	Driver Verification & Management	People	Onboarding team, background check personnel	Ensures driver eligibility and compliance
CBS-1.7	Driver Verification & Management	Technology	Verification platform, document management system	Stores driver credentials and verification records
CBS-1.8	Regulatory Compliance & Reporting	People	Compliance officers	Ensure adherence to local transport and safety regulations
CBS-1.8	Regulatory Compliance & Reporting	Technology	Reporting dashboards, analytics software	Generates regulatory reports and internal KPIs
CBS-1.8	Regulatory Compliance & Reporting	Third Party	Government agencies	Submit compliance data and updates
CBS-1.9	Data Analytics & Insights	Technology	Data warehouse, analytics platform	Aggregates operational, financial, and user data
CBS-1.9	Data Analytics & Insights	People	Data scientists, business analysts	Analyse trends to improve service and operations
CBS-1.10	Incident Response & Continuity Management	People	Crisis management team, IT support	Respond to system outages, accidents, or operational disruptions
CBS-1.10	Incident Response & Continuity Management	Technology	Monitoring systems, backup infrastructure	Maintains service availability and supports recovery
CBS-1.10	Incident Response & Continuity Management	Third Party	Cloud providers, emergency services	Ensures redundancy, continuity, and safety response

Mapping the dependencies for CBS-1 Ride-hailing & Mobility Booking highlights the intricate interplay between people, processes, technology, and third-party partners that enable Grab Indonesia’s mobility services.

Each sub-CBS relies on multiple touchpoints, from driver and passenger interactions to backend technology platforms and regulatory compliance mechanisms.

Understanding these dependencies is crucial for operational resilience, as disruptions in any area—whether technological, human, or external—can affect the end-to-end ride-hailing experience.

This comprehensive mapping allows Grab Indonesia to identify critical vulnerabilities, plan mitigation strategies, and ensure continuity of service in a highly dynamic and customer-centric environment.

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

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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

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