In the context of Operational Resilience, Scenario Testing serves as a critical component to ensure that Grab Indonesia can continue delivering essential services even during severe but plausible disruptions.
According to the principles outlined in [OR] [P2-S4] What is Scenario Testing in Operational Resilience?, the process involves testing the ability of critical business services (CBS) to remain within their Impact Tolerances under extreme conditions.
For Grab Indonesia, the Ride-hailing & Mobility Booking service (CBS-1) forms the backbone of its operations, connecting millions of passengers and drivers daily across Indonesia.
Scenario testing for this CBS ensures that disruptions—whether technological, operational, or regulatory—do not compromise user trust, driver livelihoods, or public safety.
The following table provides a structured overview of the recommended scenario tests for each sub-critical business service (Sub-CBS) within CBS-1, highlighting integration with cyber and ICT risk considerations, as well as evidence of proactive risk management actions.
|
Sub-CBS Code |
Sub-CBS Description |
Recommended Scenario Testing |
Integration of Cyber & ICT Risks |
Evidence of Proactive Risk Management Action |
|
CBS-1.1 |
Booking & Trip Request Management |
Test the impact of system downtime or app unavailability during peak hours (e.g., New Year’s Eve or morning rush). |
Simulate DDoS attacks disrupting the booking API or cloud server failure. |
Implementation of load balancing, backup app servers, and multi-region failover infrastructure. |
|
CBS-1.2 |
Driver Matching & Dispatch |
Scenario where the algorithm fails or data mismatch causes unassigned trips. |
Test against corrupted data feeds or latency in driver location updates. |
Algorithm redundancy, continuous data validation, and automated fallback dispatch rules. |
|
CBS-1.3 |
Dynamic Pricing & Fare Calculation |
Test scenarios of pricing errors or surge pricing malfunctions during system stress. |
Cyberattack targeting the fare algorithm or data manipulation. |
Regular integrity checks, pricing algorithm access control, and version rollback capability. |
|
CBS-1.4 |
Ride Tracking & Navigation |
Simulate GPS outage, map data corruption, or mobile network degradation. |
Cyber event affecting GPS data integrity or spoofed navigation signals. |
Deployment of alternative routing data sources and GPS signal anomaly detection. |
|
CBS-1.5 |
Payment Processing & Reconciliation |
Scenario test of payment gateway outage or reconciliation delay across multiple banks. |
Simulate an API breach or unauthorised access to payment interfaces. |
Tokenisation of payment data, multi-factor authentication, and a transaction monitoring dashboard. |
|
CBS-1.6 |
Driver & Passenger Support |
Scenario of a contact centre outage or a chatbot malfunction during peak support demand. |
Cyber incident affecting helpdesk ticketing or data leak from CRM. |
Backup support channel (IVR, web portal), secure CRM architecture, and privacy compliance audits. |
|
CBS-1.7 |
Driver Verification & Management |
Scenario of system failure in driver onboarding or document verification platform. |
Test resilience against data breach or identity spoofing attempts. |
Enhanced KYC validation, biometric verification, and data encryption-at-rest. |
|
CBS-1.8 |
Regulatory Compliance & Reporting |
Simulate data loss or reporting delay to transport authorities due to system outage. |
Cyber event involving the manipulation of compliance data or audit trail corruption. |
Automated compliance dashboard, immutable audit logs, and off-site data backups. |
|
CBS-1.9 |
Data Analytics & Insights |
Test scenario of data warehouse outage or analytical tool failure affecting business decisions. |
Ransomware or an insider attack compromising data integrity. |
Data replication across multiple regions and endpoint monitoring with AI anomaly detection. |
|
CBS-1.10 |
Incident Response & Continuity Management |
Scenario of concurrent ICT outage and crisis communication failure. |
Simulated ransomware or system-wide outage with delayed incident escalation. |
Regular crisis simulations, backup communication channels, and incident response playbook updates. |
The Scenario Testing framework for Grab Indonesia’s Ride-hailing & Mobility Booking service (CBS-1) underscores the organisation’s commitment to operational resilience through proactive preparedness.
Each Sub-CBS test simulates realistic, high-impact disruptions—ranging from ICT failures to regulatory delays—while embedding cyber resilience measures to reduce exposure.
By adopting these structured scenario tests, Grab Indonesia strengthens its ability to anticipate, absorb, recover, and adapt to operational shocks.
More importantly, it demonstrates a proactive risk management culture, aligning with global resilience standards such as ISO 22316 and emerging regulatory expectations across the ASEAN region.
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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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