In the fast-paced world of ride-hailing and mobility services, operational resilience is a key factor in ensuring uninterrupted service delivery.
For Grab Indonesia, maintaining continuous service availability is not just about customer satisfaction but also an essential part of its commitment to safety, security, and regulatory compliance.
The chapter "Identifying Severe but Plausible Scenarios" examines the potential risks and disruptions that could affect each critical business process within Grab’s ride-hailing and mobility booking services.
These scenarios, though extreme, provide valuable insight into what could potentially cause significant business interruptions, helping the organisation prepare for the unexpected.
This chapter will delve into each sub-service under CBS-1 (Ride-hailing & Mobility booking), highlighting potential vulnerabilities, including driver-matching failures and payment-processing issues.
The purpose of this chapter is to provide the reader with a comprehensive understanding of the severe yet plausible risks that could threaten Grab Indonesia’s ride-hailing and mobility services.
By presenting potential disruptions for each critical business process, this chapter aims to pre-emptively identify weak points in Grab’s operations, enabling the design of targeted risk-mitigation strategies.
The chapter also helps the reader learn how to integrate proactive measures, such as cyber risk management, into their operational resilience planning, ensuring that businesses like Grab are better prepared to navigate unforeseen crises.
Appended is the table for the recommended "Severe but Plausible Scenarios" for each detailed process of the Critical Business Service CBS-1 Ride-hailing & Mobility booking (vehicle, motorbike, taxi, etc.) for Grab Indonesia:
|
Sub-CBS Code |
Sub-CBS |
Severe but Plausible Scenario |
Integration of Cyber & ICT Risks |
Evidence of Proactive Risk Management Action |
|
CBS-1.1 |
Booking & Trip Request Management |
System-wide outage preventing users from initiating rides or booking requests. |
Cyberattack targeting the app’s servers, causing a massive outage. |
Implemented multi-tiered backup systems and disaster recovery procedures. |
|
CBS-1.2 |
Driver Matching & Dispatch |
Inaccurate driver matching due to GPS signal failures or system algorithm errors. |
Data corruption in driver matching algorithms. |
Use of redundant systems for GPS and continuous monitoring of dispatch systems. |
|
CBS-1.3 |
Dynamic Pricing & Fare Calculation |
Faulty fare calculation due to an algorithm error, resulting in overcharging or undercharging. |
System breach manipulating dynamic pricing models. |
Regular audits and testing of pricing algorithms, with real-time anomaly detection. |
|
CBS-1.4 |
Ride Tracking & Navigation |
GPS failures leading to incorrect ride tracking and navigation, causing delays or cancellations. |
Cyberattack or GPS spoofing affecting navigation data accuracy. |
Implemented GPS signal authentication and alternate navigation data sources. |
|
CBS-1.5 |
Payment Processing & Reconciliation |
Failure of the payment gateway due to a cyberattack or system failure, causing payment transaction loss. |
Data breach exposing customer payment information. |
PCI-DSS compliance, encryption, and continuous security patching for payment systems. |
|
CBS-1.6 |
Driver & Passenger Support |
Communication breakdown due to mobile network failures or system downtime affecting support. |
DDoS attack is disabling customer support services. |
Distributed support infrastructure with load balancing and network monitoring. |
|
CBS-1.7 |
Driver Verification & Management |
Fraudulent driver applications are bypassing the verification process, leading to unqualified drivers. |
Data breach exposing driver verification data. |
Rigorous verification processes, including background checks and AI-driven fraud detection. |
|
CBS-1.8 |
Regulatory Compliance & Reporting |
Inaccurate or delayed regulatory reporting leading to non-compliance with government regulations. |
System malfunction is causing incomplete data reporting. |
Regular internal audits and compliance checks to ensure real-time regulatory adherence. |
|
CBS-1.9 |
Data Analytics & Insights |
Loss of critical analytics data due to database corruption or cyberattack. |
Data theft or tampering during data collection or storage. |
Use of blockchain for data integrity and secure data storage protocols. |
|
CBS-1.10 |
Incident Response & Continuity Management |
Ineffective incident response during a crisis exacerbates service downtime. |
System overload or failure of incident response protocols. |
Comprehensive incident response plans, regular drills, and real-time monitoring. |
Identifying "Severe but Plausible Scenarios" for critical business services like Grab's ride-hailing and mobility booking system is a fundamental part of understanding and managing operational resilience.
By considering these extreme yet plausible risks, organisations can proactively implement mitigation strategies that ensure business continuity, particularly in the face of potential cyber threats, system failures, and unforeseen disruptions.
By embedding these risks within the organisation’s risk management frameworks, Grab Indonesia can ensure that its ride-hailing services remain resilient, adaptable, and capable of quickly recovering from any severe scenarios.
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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 |
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.
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If you have any questions, click to contact us. |
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