Mapping the processes and resources of a critical business service (CBS) forms the foundation of an organisation’s operational resilience framework.
For Grab Indonesia, this mapping exercise ensures that the GrabExpress (Delivery, Logistics, and Parcel Services) function can continue operating effectively even amid disruptions.
The purpose of this chapter is to identify the interdependencies across people, processes, technology, and third parties that support the end-to-end delivery chain. By understanding these dependencies, Grab Indonesia can prioritise resilience measures, assess vulnerabilities, and determine where recovery strategies should be most robust.
The GrabExpress service is a cornerstone of Grab Indonesia’s logistics ecosystem, connecting businesses, couriers, and customers through a seamless digital platform.
Each sub-critical business service (Sub-CBS) — from booking and pickup to delivery, returns, and customer support — is powered by interconnected processes, human expertise, and technology infrastructure. The mapping in this chapter provides a holistic view of how these components interact and the critical points that may pose resilience risks.
|
Sub-CBS Code |
Sub-CBS |
Processes |
People |
Technology (Applications & Infrastructure) |
Third-Party Vendors |
Upstream / Downstream Dependencies |
|
CBS-2.1 |
Order / Booking & Quotation |
Customer places order via Grab app; price and ETA calculated dynamically. |
Customer service team, app developers, system operators. |
Grab App, GrabExpress API, Pricing Engine, Cloud hosting (AWS). |
E-commerce partners, payment gateways. |
Upstream: Customer input, Downstream: Dispatch scheduling. |
|
CBS-2.2 |
Pickup & Collection |
Allocation of driver-partners, pickup confirmation, parcel verification. |
Dispatch team, driver-partners, customer support. |
Driver app, Location tracking system (GPS), Grab Merchant Dashboard. |
Logistics partners, merchant outlets. |
Upstream: Booking data, Downstream: Routing and delivery management. |
|
CBS-2.3 |
Routing & Transit (Last-Mile / Inter/First Mile) |
Route optimisation, multi-drop coordination, traffic data integration. |
Fleet operations managers, drivers, data analysts. |
Route optimisation algorithm, Map API (Google Maps), Fleet Management System. |
Traffic data providers, logistics hubs. |
Upstream: Pickup completion, Downstream: Delivery/drop-off execution. |
|
CBS-2.4 |
Delivery / Drop-Off |
Real-time navigation to customer location, proof of delivery capture. |
Delivery partners, customer support. |
Driver app, GPS tracking, ePOD (electronic proof of delivery) system. |
Couriers, mobile network operators. |
Upstream: Routing data, Downstream: Payment settlement, customer notification. |
|
CBS-2.5 |
Returns / Reverse Logistics |
Initiate and schedule parcel returns, manage customer and merchant coordination. |
Customer support, merchant relations. |
Returns management system, GrabExpress app, communication platform. |
E-commerce partners, courier agencies. |
Upstream: Customer complaint/return request, Downstream: Refund and billing update. |
|
CBS-2.6 |
Customer Support / Exceptions Handling |
Address failed deliveries, lost parcels, delayed orders. |
Contact centre agents, escalation managers. |
CRM System, Chatbot, Incident Management System. |
Call centre outsourcing providers, complaint-handling vendors. |
Upstream: Delivery failure alerts, Downstream: Refund processing and merchant resolution. |
|
CBS-2.7 |
Fleet / Partner Management |
Driver onboarding, background checks, performance monitoring. |
Partner operations team, HR verification staff. |
Partner Management System, e-KYC system, Grab Academy platform. |
Background screening vendors, training providers. |
Upstream: Recruitment pipeline, Downstream: Fleet availability and scheduling. |
|
CBS-2.8 |
Pricing, Billing & Payments |
Pricing model execution, fare computation, partner payment settlement. |
Finance and payments team, data engineers. |
GrabPay, Payment Gateway, Billing Platform. |
Banks, payment processors. |
Upstream: Completed delivery data, Downstream: Partner payout and financial reporting. |
|
CBS-2.9 |
Tracking, Visibility & Information Systems |
Real-time tracking, data analytics dashboards, customer notifications. |
Data engineers, app developers, IT operations. |
Tracking engine, Data warehouse, API integrations, Notification servers. |
Cloud service providers, analytics vendors. |
Upstream: Routing data, Downstream: Customer experience interface. |
|
CBS-2.10 |
Regulatory, Safety, and Compliance |
Ensure compliance with transport and delivery regulations, audit management. |
Compliance officers, legal advisors, safety managers. |
Compliance database, Document management system, Regulatory reporting tools. |
Government agencies, legal consultants. |
Upstream: Policy changes, Downstream: Operational procedures and training updates. |
|
CBS-2.11 |
Continuous Improvement & Innovation |
Service performance review, data analytics, innovation pilots. |
Product managers, data scientists, innovation team. |
Data analytics platforms, Feedback management systems. |
Technology R&D partners, academic institutions. |
Upstream: Performance data, Downstream: Process optimisation initiatives. |
Mapping the processes and resources for GrabExpress (CBS-2) provides Grab Indonesia with a detailed understanding of how each operational component interrelates within the broader delivery ecosystem.
This mapping highlights the critical dependencies—from driver networks and digital platforms to payment processors and regulatory compliance—that underpin Grab’s logistics operations. Such insight allows Grab Indonesia to pinpoint resilience vulnerabilities, streamline recovery strategies, and ensure service continuity during disruptions.
By adopting this structured approach to operational mapping, Grab Indonesia not only strengthens its response readiness but also builds a foundation for sustainable operational resilience, ensuring that GrabExpress continues to deliver value and reliability to millions of customers and businesses across Indonesia, even under adverse conditions.
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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-2 Delivery / Logistics / Parcel Services (GrabExpress, last-mile delivery) | ||||||
| CBS-2 | CBS-2 DP | CBS-2 MD | CBS-2 MPR | CBS-2 ITo | CBS-2 SuPS | CBS-2 ST |
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