Safe Arrival Desk
Every safety mention owned on a clock, and closed only when the rider confirms.
The job
Catches every mention of harassment, reckless driving or mismatched drivers within minutes, across channels, and handles each against a clock set by severity. Links repeat mentions of the same plate, and closes a case only when the rider confirms they were reached and heard.
The moment
At 01:12 a social media post says the driver's face didn't match the one in the app.
By 01:14 the safety desk has opened a top-severity case. A replay finds two "different driver" mentions of the same masked plate number from last week.
The person on call suspends the driver's account pending review. A trained agent calls the rider at 01:26, and a care reply goes out on social media.
The weekly review opens with this case: first action in 14 minutes and the rider confirmed safe. Three warnings were caught before an incident that week.
What it does
- Claim a case
- Request suspension pending review
- Email law-enforcement liaison
- Book a rider callback
- Draft the care reply
- Generate the regulator report
What you see
Night-watch logbook with severity clocks, a Sev-1 trust replay timeline, plate threads, a weekly review and a regulator report (private screens, never on a wall)
What it moves
Minutes to first action at each severity level, the share of cases closed with the rider's confirmation, repeat offenders per million trips, and warnings caught before an incident.
Built for
- Risk & fraud
- Compliance, complaints & legal
- Contact-centre operations
