[OR] [GI] [E3] [CBS] [1] [MPR] Map Processes and Resources

CBS-1 Ride-hailing & Mobility Booking

Summing Up …

Introduction

Table: Map of Processes and Resources for CBS-1

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

In the modern mobility ecosystem, operational resilience is critical for ride-hailing platforms like Grab Indonesia.

The CBS-1 critical business service, Ride-hailing & Mobility Booking, is the backbone of the organisation’s service delivery.

Ensuring continuity of this service requires a clear understanding of the sub-processes involved, the resources that support them, and the interdependencies that could affect service availability.

This chapter presents a detailed mapping of processes and resources for each sub-CBS within CBS-1.

The mapping covers people, technology, third-party vendors, and upstream/downstream dependencies, in accordance with operational resilience best practices.

By documenting these elements, Grab Indonesia can proactively identify potential vulnerabilities, improve response strategies, and strengthen overall service resilience.

Sub-CBF Code	Sub-CBS	Processes	People	Technology (Applications & Infrastructure)	Third-party Vendors	Upstream / Downstream Dependencies
CBS-1.1	Booking & Trip Request Management	Customer trip request submission, trip confirmation, and cancellation management	Customer support agents, Trip operations team	Grab app, API gateway, notification systems, cloud servers	Payment gateways, SMS/email notification providers	Upstream: User devices, Internet connectivity; Downstream: Driver dispatch, fare calculation
CBS-1.2	Driver Matching & Dispatch	Matching drivers with passengers, trip acceptance, and dispatch notifications	Driver operations team, Dispatch coordinators	Matching algorithm, Dispatch system, Mobile apps, GPS infrastructure	Mapping service providers, SMS gateway	Upstream: Trip request management; Downstream: Ride tracking, payment processing
CBS-1.3	Dynamic Pricing & Fare Calculation	Real-time fare calculation, surge pricing, discount management	Pricing analysts, Revenue operations team	Pricing engine, Analytics platform, Mobile app integration	Payment processors, Analytics tools	Upstream: Trip request data, driver availability; Downstream: Payment processing, billing
CBS-1.4	Ride Tracking & Navigation	Real-time GPS tracking, route optimisation, traffic updates	Driver support agents, Trip monitoring team	Navigation system, GPS services, Cloud servers, Mobile apps	Mapping services (Google Maps, local providers)	Upstream: Driver matching; Downstream: Incident management, support
CBS-1.5	Payment Processing & Reconciliation	Payment authorisation, settlement, refunds, transaction reconciliation	Finance team, Payment operations	Payment gateway, POS systems, Financial ledger systems, Mobile wallet integration	Banks, e-wallet providers, and Payment gateways	Upstream: Ride completion; Downstream: Financial reporting, accounting
CBS-1.6	Driver & Passenger Support	Handling complaints, issue resolution, and service inquiries	Customer support agents, Driver support agents	CRM system, Ticketing system, Chatbot & IVR	Call centres, Helpdesk software	Upstream: All CBS-1 sub-processes; Downstream: Incident logging, operational feedback
CBS-1.7	Driver Verification & Management	Driver onboarding, KYC checks, license verification, training & evaluation	Driver operations, Compliance team	Verification platform, Database systems, Mobile apps	Background verification agencies, Training providers	Upstream: Driver registration; Downstream: Driver matching, regulatory reporting
CBS-1.8	Regulatory Compliance & Reporting	Compliance checks, data reporting to authorities, and audits	Legal & Compliance team	Compliance management system, Reporting tools	Local authorities, Regulatory consultants	Upstream: All operational processes; Downstream: Internal audit, executive reporting
CBS-1.9	Data Analytics & Insights	Data collection, performance dashboards, operational metrics	Data analysts, Business intelligence team	Analytics platform, Big data infrastructure, Cloud storage	Data analytics vendors	Upstream: All operational data; Downstream: Strategic planning, pricing optimisation
CBS-1.10	Incident Response & Continuity Management	Service disruption handling, recovery procedures, risk mitigation	BCM team, IT support, Operations managers	ITSM system, Incident management platform, Backup servers	Disaster recovery service providers	Upstream: All CBS-1 sub-processes; Downstream: Business continuity reporting, resilience planning

The detailed mapping of processes and resources for CBS-1 provides a comprehensive view of how Grab Indonesia’s ride-hailing and mobility services operate and depend on various resources.

By identifying critical people, technology, third-party vendors, and dependencies, the organisation can anticipate potential disruptions and implement effective continuity strategies.

This mapping is a cornerstone for operational resilience, enabling Grab Indonesia to maintain service availability, ensure regulatory compliance, and uphold customer trust even in the face of unexpected incidents.

Through continuous monitoring and updates of this mapping, the organisation can strengthen its ability to respond quickly and recover efficiently from operational disruptions.

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.