[OR] [GI] [E3] [CBS] [1] OR Plan

Operational Resilience Plan
CBS-1 Ride-hailing & Mobility Booking

Introduction

Grab Indonesia’s CBS-1, encompassing ride-hailing and mobility booking services for vehicles, motorbikes, taxis, and other modes of transport, is crucial to its operations. It directly impacts millions of users, drivers, and businesses, supporting urban mobility and ensuring the company’s growth in Southeast Asia.

Operational resilience for CBS-1 focuses on ensuring that the ride-hailing and mobility service can continue, even during disruptions or crises, and swiftly recover to meet demand and protect stakeholders.

1. Identifying Critical Components of CBS-1

To ensure operational resilience, we must first identify the core components of CBS-1:

• Booking Platform: The mobile application and web interface where users book rides.
• Backend Infrastructure: The systems managing bookings, matching drivers with riders, payments, and real-time tracking.
• Fleet Management: The network of vehicles and motorbikes, including drivers, vehicle' maintenance, and dispatch systems.
• Payment Processing System: Ensures smooth transactions for both drivers and customers.
• Driver & Rider Support: Support teams handling issues or queries from both sides.
• Data Analytics & Traffic Routing: Real-time analysis of rider demand, driver availability, traffic conditions, and optimal routes.

2. Operational Resilience Objectives for CBS-1

• Availability: Ensuring uninterrupted access to the ride-hailing platform for both users and drivers, with minimal downtime.
• Scalability: The ability to accommodate fluctuating demand, especially during peak hours or after disruptions.
• Recovery: Swift recovery in case of service outages or disruptions to avoid long-lasting impacts on customer experience or service reputation.
• Adaptability: The ability to rapidly adjust operations and systems in response to both planned events (e.g., system upgrades) and unplanned events (e.g., cyberattacks, natural disasters).

3. Severe but Plausible Scenarios for CBS-1

4. Business Continuity Strategies for CBS-1

• Redundancy in Systems:
  • Ensure critical infrastructure such as databases, transaction processing, and ride-booking APIs, are replicated across multiple geographic locations.
  • Backup power supplies (e.g., UPS) at key data centres.

• Cloud Infrastructure:
  • Use cloud-based servers to scale operations dynamically and ensure smooth service during peak periods or system failures.
  • Ensure data backup and disaster recovery (DR) solutions are integrated with cloud platforms.

• Driver Availability:
  • Build a large and diverse driver network to ensure scalability in demand.
  • Implement driver recruitment and retention programs, such as performance bonuses, flexibility in working hours, and promotions for top-performing drivers.

• Communication Channels:
  • Establish clear communication protocols with drivers, customers, and stakeholders.
  • Create real-time updates through app notifications, text messages, and email for service status and disruptions.

• Data Analytics:
  • Use real-time data to predict demand patterns, traffic congestion, and driver availability.
  • Implement AI-based tools for dynamic pricing to balance demand and supply efficiently.

• Health & Safety Measures:
  • During pandemics or health crises, introduce contactless booking and payments.
  • Ensure health protocols are followed by both drivers and passengers (e.g., sanitization, face masks).

5. Recovery Time Objective (RTO) and Recovery Point Objective (RPO)

• RTO: Recovery should be within 1-2 hours in the case of a service outage or system disruption, minimising any negative impact on user experience.
• RPO: Data loss should be minimised with an acceptable recovery window of less than 1 hour, ensuring all transactional data is backed up in real-time.

6. Testing and Maintenance

• Regular Testing

• Simulate cyberattacks, natural disasters, and other disruptions to test system resilience.
• Conduct periodic drills for the operational team, drivers, and other stakeholders to ensure they are prepared for real-life disruptions.

• System Audits:

• Regularly audit systems, software, and infrastructure for vulnerabilities.
• Monitor service uptime and response times, identifying potential risks before they escalate.

• Post-Event Analysis:
  • After any major disruption, conduct a debrief to identify lessons learned, update the resilience plan, and improve future responses.

7. Roles & Responsibilities for Operational Resilience

8. Continuous Improvement

• Monitoring: Continuous monitoring of the operational environment, including competitor analysis, user feedback, and regulatory updates.
• Stakeholder Engagement: Maintain close communication with regulatory bodies, industry partners, and other stakeholders to ensure alignment with best practices.
• Review & Update Plan: Regularly review and update the operational resilience plan to adapt to emerging risks, market conditions, and technological advancements.

Summing Up …

The operational resilience plan for Grab Indonesia’s CBS-1: Ride-hailing & Mobility booking service is critical to ensuring service continuity and customer trust in the face of disruptions.

By identifying vulnerabilities, implementing proactive mitigation measures, and establishing clear recovery protocols, Grab Indonesia can maintain operational continuity even during severe disruptions.

Continuous testing, improvement, and collaboration with stakeholders will ensure the organisation remains resilient, adaptable, and responsive to any challenges that arise.

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.