JEEBLY NOW OPERATIONS

Third Party Operations: Standard Operating Procedure, V: 0.1

 On DEMAND DELIVERY SERVICES

Introduction

Jeebly Now is an on-demand delivery platform to assist customers make a quick

purchase or delivery of packages, food and any household items. The delivery platform
is designed keeping the client's business requirements at the forefront and to fulfil the
need of the end consumers by providing an extraordinary user-friendly experience.

Purpose

The purpose of this document is to define the standard procedures for the operations of
Jeebly Now Business. The document clearly defines various stakeholders in the
business, operations flow, required actions and roles and responsibilities of the team.

Scope

The document will be focusing on the operational parameters and preview of NOW
operations primarily. The structure and roles defined will be confined to on demand
business only. However, in the document to have a clear understanding of the business
and ground conditions we will be continuously overlapping with other operations and
business previews. It is important to understand here that contact center will primarily
remain an integral part of Operations Management and will focus on garnering timely
and right support solutions to its customers and riders.
 Definitions & Acronyms

NOW On Demand Delivery Business TPDS Third Party Delivery Services

KPI Key Performance Indicator ETA Expected Time Of Arrival CoD Cash On Delivery CWT Call Wrap Time

CHT Call Handling Time CCE Contact Centre Executive CC Contact Centre

Merchant
Merchant is the B2B client who has been added on Jeebly platform or has access to
Jeebly platform for placing request for the delivery executive. Restaurant owners, shop
owners, Business owner etc. can be an example of merchant.

Customer
Customer is referred to the retail customer who can place request for a Jeebler/rider
through mobile App or is also referred to the end user at whose destination the delivery
has to be done.

Jeebler
Jeebler is referred to the rider who picks and delivers the order.

Zone
Zone is a geographical area which has been defined by the operations team within
which normally a Jeebler receives the request for pick up.

Idle Point
Idle point is a vantage location in each zone which is like a virtual parking and waiting
area for Jeeblers. Whenever a Jeebler is free and ready to accept order he should
come and wait at the Idle point.
ETA
Expected Time of Arrival is the time which is displayed to a Jeebler as the expected
time when he should be reaching the pickup/delivery point. This time is automatically
calculated by system through Google map considering the route and traffic.

Mark-In
Mark In is recorded as a status of the rider when he is available for the duty.

Mark Out
Mark Out is recorded as a status of the rider when he is not available for the duty.

Roles & Responsibilities

Ops Manager

• Team development and management

• Zone planning and monitoring of UTR
• Performance monitoring of CC and rider performance
• Performance monitoring and co-ordination with TPDS
• Adherence to client SLAs and KPIs
• Close co-ordination with Accounts management team to receive client feedback
and suggest operational improvements.

CC Manager

• Team development and management

• CC team attendance & roster management
• Call quality standards to maintained at best quality
• Adherence to laid down CWT and CHT
• Monitoring and continuous reduction in abandoned call rates.
• Strict adherence to laid down protocols in critical situations.
• Monitoring and advising the Ops team on rider-execution ratio in different zones.
• Continuous identification of client and rider requirements and figure out ways to
reduce calls effectively.
Quality Lead

• Maintain ACT (average call time) and AWT (average wrap time) as per the
standard KPIs.
• Continuous measures and training for improving the ACT & AWT.
• Maintaining less than 3% of rider agent behavior complaint and zero customer
agent behavior complaint.
• Maintain quality standards for in respect of agent communication skills.
• Weekly call audit report to be submitted.

Customer Care Executive

• CCE will have direct reporting to the CC Manager and shift wise reporting to the
respective TL. CCE will be responsible to resolve the queries of customers on
the quickest time possible and raise appropriate ticket and escalation when need
arise. CCE will be expected to follow and adhere to the standard operating
procedure in various scenarios to create high level of customer satisfaction.
Apart from inbound and outbound calls CCE will also be responsible to respond
to the chat queries and take appropriate measure to resolve customer query on
chat platform.

Dispatcher

• Dispatcher will have direct reporting to the CC Manager and shift wise reporting
to the respective TL. Dispatcher will be responsible to ensure achieving 95% of
on time arrival and deliveries by the riders. Apart from this dispatcher will also be
responsible to achieve timely login of riders in respective zones via outbound
calls. Dispatcher will be expected to check the riders not logged in at required
time and subsequently call them and ensure them to reach the respective zone in
earliest possible time. ETA adherence, Rider Login percentage and timely
delivery will be primary KPIs for a dispatcher.
 Modus Operandi

Rider starts his day by logging in into his app after reaching his designated idle point. The
merchant/client/retail customer can place the request for a Jeebler through the
platform/consumer app, these requests can be processed automatically by the system and
pickup is assigned to the rider basis pre-defined backend logic. The rider is given an option
to accept the order, also rider has an option to place himself on break if he is not ready to
perform a pickup/drop. For TPDS riders they will not be expected to login at the idle point
however delivery requests will be assigned to them basis their proximity to the store.

Once the rider accepts the order he is shown the location/contact number and ETA on
his mobile App. The rider once reaches in the geofence area of pick up location can
confirm his arrival to the merchant through mobile app. After arrival at pickup location
merchant hands over the parcel to the rider and meanwhile rider also receives the
delivery coordinates/contact and ETA. At each leg of travel rider has an option to directly
navigate through the app using google maps. The rider can again notify the customer
about his arrival within the delivery location geofence. TPDS riders will receive the orders
on their existing App and will follow delivery procedure as per their current norms.

Deliveries can be of various types in terms of payment like mentioned below. The rider
will be able to view the status of payment type and can update the same on App in cases
where payment is to be collected.
COD (cash on delivery)- The collectible amount will be displayed on rider app and rider
after successful collection can update the status of collection.
Pre-paid- In pre-paid orders rider will not be required to collect any cash from the
customer.
Card Collection- If option of card collection is available with the rider he may collect the
amount using Pos device/App payment gateway.

POD (proof of delivery)- Proof of delivery is independent of collection and mode of

payment. In certain cases, client may have a requirement for taking POD after parcel
handover. In such cases the rider App will automatically redirect him to collect the POD.
Pod collection may be taking the picture of customer/ID proof etc. on the Jeebly
App/TPDS App
 Process Flow Chart

System searches free rider in

Manual booking from
that Duty is assigned to nearest New Booking Request
Admin Portal
free rider Merchant Portal

System searches free rider

in that zone

Duty is assigned to nearest

free rider

Riders selects the

reason for Rider receives
cancellation on App notification to accept
duty

Rider receives pickup address with ETA

and map route

Rider reaches pick up location and Rider receives drop

update status as picked up address and
customer details
Rider deposits cash in along with payment
Jeebly office within status
prescribed time. CoD Rider collects the
process for TPDS riders cash amount as
mentioned in the Order is Rider reaches drop
is mentioned
separately in the order pre-paid location and delivers
document ahead the consignment

Rider captures customer details

like ID or signature as per SLA

Delivery Life Cycle

 The entire delivery process under NOW business is divided into 7 status explained
below:

Reached Cancelled
Created Assigned Accepted Reached Dispatched
Customer
Delivered

1 2 3 4 5 6 7 8

Once an order is created by Admin or merchant, it will be visible in the created

tab. And Validity of an order to be available or to be visible under the jobs page
depends on the fact that it will display while in a 3-hour bracket.
For E.g.: If order is created at 9 am then it will stay in created page for 3 hours.
After 3 hours it will go off the screen. So, it is either this scenario or first order
goes out if 200 orders are created after it.

Reached Cancelled
Created Assigned Accepted Reached Dispatched
Customer
Delivered

1 2 3 4 5 6 7 8

The created order is Assigned to a rider as per the best possible scenario the
system can find, be it Prep time of the store, distance of rider from store, wait
time at store, availability of rider etc.
 Reached Cancelled
Created Assigned Accepted Reached Dispatched
Customer
Delivered

1 2 3 4 5 6 7 8

This is where the rider accepts the order. Orders accepted by their riders lie in this
tab till the time he reaches the store and presses “Reached Merchant”.

Reached Cancelled
Created Assigned Accepted Reached Dispatched
Customer
Delivered

1 2 3 4 5 6 7 8

Once the rider reaches the store location he presses “Reached Merchant
Location” and then his order falls into this tab.

Reached Delivered Cancelled

Created Assigned Accepted Reached Dispatched
Customer

1 2 3 4 5 6 7 8
 Reached Cancelled
Created Assigned Accepted Reached Dispatched
Customer
Delivered

1 2 3 4 5 6 7 8

Once the rider reaches the customer location he presses “Reached Customer
Location” on his App.

Reached Cancelled
Created Assigned Accepted Reached Dispatched
Customer
Delivered

1 2 3 4 5 6 7 8
 Reached Cancelled
Created Assigned Accepted Reached Dispatched
Customer
Delivered

1 2 3 4 5 6 7 8

For some reason if order is cancelled by merchant or Admin then that order goes
to this tab.

Business Level Critical Elements

Certain operational stages are clearly defined as critical elements demanding

immediate action by the CS executive to move the particular order out of critical level.
 All critical elements are clearly displayed on the dashboard to make it easier for the CS
executive to act upon. Critical elements are divided and can be viewed under Order
level criticality and Rider level criticality. Below is the list of critical elements and criteria:

Order assigned to a rider Wait time of store (If

but not accepted for Pick up ETA + 10% didn't dispatch within the
more than 30 seconds wait time)

Unaccepted Critical Accepted But Not Reached but not

Order Reached picked

Rider reached but not

Destination ETA + 10% delivered order for more
than 3 minutes.

Picked Up But Not Reached But Not

reached Delivered

Business Level Critical Elements

Escalation Matrix
Below is the current escalation matrix to be followed for communication between TPDS
& Jeebly team, the escalation matrix should be periodically viewed to mark any changes
from time to time and Jeebly HR should be responsible to ensure updates of email IDs
and contacts.

Level 1 CS TL

Level 2 CS Manager

Level 3 Jeebly NOW Ops Manager

Level 3A Jeebly Accounts Manager

Level 4 Jeebly Ops Head

Level 5 Chief Operating Officer

Disaster Codes
Various alarming situations in day-to-day operations have been
classified under disaster codes to get the organizational attention
at desired level and appropriate time.

CODE BLUE

Incidence Escalation Level

Wrong address L1
Vehicle breakdown L1

Rider not responding L2

Criticality over 60 minutes L2

CODE ORANGE

Incidence Escalation Level

Customer complaint L3A

Police complaint L3

Criticality over 60 minutes L3

CODE RED

Incidence Escalation Level

Rider Fatal Accident L4

Sexual Harassment Complaint L4

Robbery L4
Flow Of Information
While operating with Third part Delivery Services it is important to have a two way
communication either via API level integration between Jeebly system and TPDS
system or through Jeebly App being used by the TPDS riders. Below is a list of
information to be shared via API (detailed list will be shared via API document):

From Jeebly TO TPDS System

• Order ID
• Sender/Merchant Name
• Sender/Merchant Contact
• Sender/Merchant Address
• Sender/Merchant Lat/Long
• Order Type (Food/Non-Food)
• Sender/Merchant Type (Premium/Non Premium)
• Order Value
• Payment Type (Prepaid/CoD)

• Recipient/Customer Name
• Recipient/Customer Contact
• Recipient/Customer Address
• Recipient/Customer Lat/long (Non Mandatory)

From TPDS System to Jeebly

• Rider ID
• Rider Name
• Rider Contact
• Time Stamps
-Order Acceptance
-Reached Merchant
-Order Received
-Order Dispatched
-Arrival at Customer Location
-Delivery Time
• Cancellation details
• Cancellation Reason
• CoD Amount collected
• CoD deposited

CoD Process (detailed process to be discussed)

Rider Views the COD amount on
his App

Rider Receives the CoD amount

from customer

Rider Updates the Cash Jeebly receives information on

received on his App CoD collected amount

At the end of the shift rider

deposits cash in Talabat’s
account in Al Ansari Exchange Reconciliation

Next day Talabat reconciles the

CoD amount and deposits the
same in Jeebly Account