[OR] [GI] [E3] [CBS] [2] [MD] Map Dependency

CBS-2 Delivery / Logistics / Parcel Services (GrabExpress, last-mile delivery)

Summing Up …

Introduction

Table: Dependency Mapping for CBS-2 Delivery / Logistics / Parcel Services (GrabExpress)

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Mapping Dependencies for CBS-2 Delivery / Logistics / Parcel Services

In the fast-paced logistics environment of Grab Indonesia, operational resilience is underpinned by the ability to understand and manage the complex dependencies that support its CBS-2 Delivery / Logistics / Parcel Services (GrabExpress).

This critical business service encompasses the full delivery lifecycle—from booking and pickup to last-mile drop-off and reverse logistics.

Each stage relies on an interconnected web of people, processes, technologies, and third-party partners that collectively ensure the seamless flow of parcels across Indonesia’s vast geographic landscape.

The purpose of this chapter is to present a comprehensive dependency mapping for GrabExpress, detailing how each Sub-Critical Business Service (Sub-CBS) within CBS-2 interacts with its supporting components.

This mapping exercise identifies not only the operational building blocks required to deliver the service but also highlights the interdependencies that could become potential points of failure during a disruption.

By visualising these linkages, Grab Indonesia can better design resilience measures, improve continuity planning, and enhance its response and recovery capabilities across the logistics value chain.

Each sub-critical business service (Sub-CBS) under this CBS is supported by multiple dependencies that ensure seamless parcel delivery, customer satisfaction, and regulatory compliance. The following table provides a detailed mapping of these dependencies.

Sub-CBS Code	Sub-Critical Business Service	Dependency Type	Dependency Detail (What/Who is Involved)	Connectivity (How It Connects/Interacts)
CBS-2.1	Order / Booking & Quotation	People	Customer service agents, operations support staff	Manage customer queries and booking escalations through the Grab app and call centre
		Process	Order intake, validation, and pricing algorithm	Automated workflow triggered by customer order submission
		Technology	GrabExpress app, API integration, backend servers	Integrates booking, pricing, and driver availability in real time
		Third Party	Cloud infrastructure (AWS), telco providers	Ensures app uptime and data transfer between customers and drivers
CBS-2.2	Pickup & Collection	People	Drivers/riders, operations coordinators	Coordinate pickup requests and manage high-volume dispatch
		Process	Pickup scheduling, verification, and route allocation	Automated assignment through Grab’s logistics management system
		Technology	GPS tracking, driver app interface	Enables route optimisation and proof of pickup
		Third Party	Vendor partners for on-demand fleet	Supplement capacity during peak demand
CBS-2.3	Routing & Transit (Last-Mile / Inter/First Mile)	People	Fleet management team, dispatchers	Oversee transit routing efficiency and exception handling
		Process	Route optimisation, package handover, tracking update	Streamlined routing algorithms in Grab’s delivery network
		Technology	Navigation system, route optimisation engine	Connects real-time traffic data and driver routes
		Third Party	Mapping and traffic data providers (e.g., Google Maps)	Supplies location intelligence for routing decisions
CBS-2.4	Delivery / Drop-Off	People	Drivers, delivery supervisors	Manage last-mile handover and confirmation
		Process	Proof of delivery (POD) capture, customer notification	Real-time confirmation via app and SMS alerts
		Technology	Mobile signature system, customer notification service	Updates the status and notifies both the sender and the receiver
		Third Party	Courier partners for remote areas	Extends service reach beyond primary cities
CBS-2.5	Returns / Reverse Logistics	People	Customer support staff, warehouse handlers	Manage pickup for return items and verification
		Process	Return request validation, re-routing	Workflow triggered by customer return submission
		Technology	Return module within app, data analytics	Links with the core delivery system to create reverse routes
		Third Party	E-commerce platforms (e.g., Tokopedia, Shopee)	Integrates return processes for partner merchants
CBS-2.6	Customer Support / Exceptions Handling	People	Call centre agents, escalation managers	Handle inquiries, complaints, and exceptions
		Process	Ticketing, escalation protocol	Connects the customer service dashboard to the operations backend
		Technology	CRM system, chatbot, knowledge base	Provides real-time support and information access
		Third Party	Outsourced support vendors	Offer after-hours customer response coverage
CBS-2.7	Fleet / Partner Management	People	Partner relations team, recruitment specialists	Manage onboarding, training, and driver engagement
		Process	Partner vetting, performance monitoring	Integrated with HR and compliance systems
		Technology	Partner management portal, e-learning systems	Tracks performance and compliance certification
		Third Party	Insurance providers, training vendors	Support partner welfare and skill development
CBS-2.8	Pricing, Billing & Payments	People	Finance team, fraud detection specialists	Oversee transactions, refunds, and fraud alerts
		Process	Payment validation, billing reconciliation	Linked with backend financial and customer systems
		Technology	Payment gateway, encryption, and accounting system	Handles secure payment processing
		Third Party	Banks, payment processors (e.g., OVO, GoPay)	Facilitate multi-platform financial transactions
CBS-2.9	Tracking, Visibility & Information Systems	People	IT engineers, data analysts	Maintain data accuracy and uptime
		Process	Data synchronisation, tracking refresh	Integrates IoT and cloud data sources
		Technology	Tracking API, database servers, and dashboards	Provide visibility to customers and operations
		Third Party	Data hosting and cybersecurity partners	Ensure availability, security, and system redundancy
CBS-2.10	Regulatory, Safety, and Compliance	People	Legal, compliance, and audit teams	Ensure regulatory compliance and driver safety
		Process	Incident reporting, compliance checks	Integrated with quality assurance and risk systems
		Technology	Compliance monitoring software	Tracks adherence to government and transport laws
		Third Party	Government agencies, transport regulators	Verify documentation and operational licenses
CBS-2.11	Continuous Improvement & Innovation	People	Product managers, R&D engineers	Drive service innovation and performance metrics
		Process	Feedback collection, service optimisation	Connects customer experience data with the innovation cycle
		Technology	Analytics platforms, AI modelling tools	Support predictive maintenance and service enhancement
		Third Party	Research partners, tech startups	Co-develop innovation pilots and product improvements

The dependency mapping for Grab Indonesia’s CBS-2 Delivery / Logistics / Parcel Services (GrabExpress) illustrates the intricate web of interlinked resources that sustain its operational resilience.

The effectiveness of GrabExpress hinges on well-coordinated people, robust processes, reliable technologies, and strategic third-party collaborations.

These dependencies enable the company to maintain real-time visibility, ensure customer satisfaction, and rapidly recover from disruptions.

By clearly identifying and understanding these dependencies, Grab Indonesia strengthens its capacity to anticipate vulnerabilities, mitigate operational risks, and sustain service continuity across its dynamic logistics network.

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CBS-2 Delivery / Logistics / Parcel Services (GrabExpress, last-mile delivery)

CBS-2 DP

CBS-2 MD

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CBS-2 ITo

CBS-2 SuPS

CBS-2 ST

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