[OR] [GI] [E3] [CBS] [2] OR Plan Delivery / Logistics / Parcel Services

Operational Resilience Plan
CBS-2 Delivery / Logistics / Parcel Services 

Introduction

GrabExpress is an integral part of Grab Indonesia's suite of services, focused on providing last-mile delivery solutions, ranging from small parcel deliveries to large logistics needs.

This critical business service ensures that Grab users and partners can rely on the timely, safe, and efficient delivery of goods.

Given the dynamic environment of e-commerce and on-demand logistics, maintaining operational resilience in GrabExpress is crucial for business continuity, especially as last-mile delivery is a key touchpoint for customer satisfaction.

Objectives of the Operational Resilience Plan

1. Ensure Service Continuity: Minimise service disruptions to GrabExpress's core services, including order booking, transit, delivery, and post-delivery support.
2. Enhance Customer Experience: Protect the customer experience across all service touchpoints, particularly those tied to visibility, tracking, and exception handling.
3. Strengthen System Integration: Ensure that systems related to tracking, payments, fleet management, and partner coordination work seamlessly under various operational stress scenarios.
4. Ensure Regulatory Compliance: Safeguard compliance with local laws and regulations related to transportation, logistics, and data protection.
5. Develop Agile Responses to Disruptions: Prepare for swift responses in case of operational disruptions, from natural disasters to technology failures.

Key Components of the Operational Resilience Plan

1. Order / Booking & Quotation (CBS-2.1)

• Risk Assessment: Consider potential system downtimes or overloads that could impact order bookings or quotations.
• Mitigation Strategy: Implement automated failover systems and real-time data backups. Use cloud-based infrastructure to ensure scalability during high-demand periods.
• Recovery Measures: Ensure manual order entry processes and communication channels (e.g., customer service) are available if the automated system fails.

2. Pickup & Collection (CBS-2.2)

• Risk Assessment: Possible delays in pickup scheduling, vehicle availability, or partner engagement.
• Mitigation Strategy: Establish backup fleets, alternate partner networks, and pre-scheduled routes to handle increased demand during peak times.
• Recovery Measures: Implement GPS-based monitoring for real-time updates on driver availability and delays. Use AI-powered predictive algorithms to manage route efficiency.

3. Routing & Transit (Last-Mile / Inter/First Mile) (CBS-2.3)

• Risk Assessment: Disruptions due to traffic, accidents, or road closures.
• Mitigation Strategy: Implement dynamic rerouting systems powered by real-time traffic data. Establish partnerships with local authorities for quick route clearance.
• Recovery Measures: Develop contingency plans with local courier partners in case of significant route disruptions, including the ability to quickly switch to alternative transport modes (e.g., bikes, drones).

4. Delivery / Drop-Off (CBS-2.4)

• Risk Assessment: Delays or errors in delivery timing or incorrect drop-off locations.
• Mitigation Strategy: Integrate delivery confirmation systems such as real-time customer feedback via app and automatic location verification.
• Recovery Measures: Ensure customer support teams can quickly resolve delivery issues, re-route drivers, or offer alternative delivery options (e.g., rescheduling, pick-up points).

5. Returns / Reverse Logistics (CBS-2.5)

• Risk Assessment: Delays in processing returns or complications in reverse logistics flow.
• Mitigation Strategy: Streamline returns management with pre-set collection points and efficient partner coordination.
• Recovery Measures: Have backup logistics providers and ensure quick communication channels with customers for return status updates.

6. Customer Support / Exceptions Handling (CBS-2.6)

• Risk Assessment: High volume of customer inquiries or escalations during disruptions (e.g., package loss, delays).
• Mitigation Strategy: Implement AI-powered chatbots for initial issue triage, with seamless escalation paths to human agents for complex problems.
• Recovery Measures: Establish an emergency customer support team trained in handling high-priority issues, with clear escalation protocols for urgent concerns.

7. Fleet / Partner Management (CBS-2.7)

• Risk Assessment: Vehicle breakdowns, partner availability issues, or fleet management failures.
• Mitigation Strategy: Maintain a well-monitored fleet with predictive maintenance systems and backup transportation options. Foster relationships with multiple partner networks to ensure flexibility.
• Recovery Measures: Set up alternate vehicle dispatching options and have contingency contracts with local providers for quick fleet augmentation during crises.

8. Pricing, Billing & Payments (CBS-2.8)

• Risk Assessment: Payment system failure, fraud, or incorrect billing.
• Mitigation Strategy: Use secure, multi-layered payment gateways and fraud detection systems. Integrate multiple payment options (bank transfer, e-wallets, etc.) to ensure system redundancy.
• Recovery Measures: Implement a manual payment process in the event of system failure, and notify users promptly if billing issues arise.

9. Tracking, Visibility & Information Systems (CBS-2.9)

• Risk Assessment: Loss of visibility on parcels in transit, data breaches.
• Mitigation Strategy: Implement a secure, cloud-based tracking system with redundant data storage and real-time updates. Apply encryption for sensitive data and transaction logs.
• Recovery Measures: Create failover tracking systems and emergency procedures for restoring visibility and user access to tracking data.

10. Regulatory, Safety, and Compliance (CBS-2.10)

• Risk Assessment: Failure to comply with local transportation regulations, environmental standards, or safety protocols.
• Mitigation Strategy: Keep up-to-date with regulatory requirements and implement a compliance management system. Perform regular audits of logistics partners to ensure safety and regulatory adherence.
• Recovery Measures: Create a legal and compliance task force to quickly adapt to new regulations, especially in the event of legislative changes.

11. Continuous Improvement & Innovation (CBS-2.11)

• Risk Assessment: Stagnation in service offerings and failure to innovate in response to market shifts.
• Mitigation Strategy: Foster a culture of continuous improvement, including regular assessments of technology, processes, and customer feedback.
• Recovery Measures: Set up a rapid-response innovation team to address emerging threats or opportunities and drive technological upgrades or process improvements.

Summing Up ...

This Operational Resilience Plan for GrabExpress (CBS-2) aims to safeguard the integrity and continuity of the critical last-mile delivery service, ensuring minimal disruptions across all critical touchpoints.

By establishing a robust risk management framework and ensuring timely recovery measures, Grab Indonesia can uphold its commitment to customers, partners, and regulatory requirements, even in the face of unforeseen challenges.

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.