A few years ago, we would stand by the roadside waiving at each and every tuk passing by if we wanted to go to the supermarket or any other place for which we would not prefer choosing public transportation. It was a big deal to stop a tuk that does not already have a passenger in the backseat. Even if we manage to stop a tuk and ask the fare for the trip, sometimes there’s a chance the driver does not want to go to the place where we need to go.
While it was this hard to get a tuk to go to a nearby place, we did not even want to imagine hiring a car to get dropped at a party, a wedding, or even to the university. Nevertheless, today, this need has been addressed to a greater extent with the emergence of a number of ride-hailing platforms in Sri Lanka. One such platform is Uber Sri Lanka. Having been launched in 2015, Uber has so far completed more than 53 million trips and created livelihood opportunities for 110,000 driver partners.
As the ride-hailing platform completes its fifth year in Sri Lanka, The Sunday Morning Business got into an exclusive interview with Uber Sri Lanka Head Subodh Sangwan.
Below are excerpts from the interview.
[caption id="attachment_118247" align="alignright" width="383"]
"Through our “Diviyata Diriya” initiative, we are constantly working towards on-boarding more female driver partners on our platform to help them gain independence and earn a dignified living" Uber Sri Lanka Head Subodh Sangwan[/caption]
What are the factors that helped Uber to complete millions of rides within the short span of five years?
Since Uber’s launch in 2015, our goal in Sri Lanka has been to transform the country’s mobility landscape by offering citizens convenient, affordable, and efficient transport options. Our technological and product expertise, industry-leading innovations, and a local team that understands the ground realities have enabled us to offer mobility solutions and complete more than 53 million trips till date.
Additionally, we have contributed to the economy by creating flexible livelihood opportunities for 110,000 drivers and we will continue to support driver partners who are determined to earn despite the economic challenges brought about by Covid. In the “new normal”, Uber aims to support Sri Lanka’s road to recovery and help the country build back better after the pandemic.
Can Uber be as transformational over the next five years as it has been over the past five years?
Over the last five years, Uber launched several leading product innovations that have been industry firsts in the country. In 2019, Uber added “Moto” to its product portfolio, becoming the first bike taxi service in the country, ideal for short distance commutes at affordable price points. During the pandemic, Uber launched “Uber Medic”, a dedicated service to transport frontline healthcare workers to and from their homes and healthcare facilities, and also offered free rides worth Rs. 8.5 million for Sri Lanka’s real heroes. We were also the first company to launch a comprehensive set of tech-enabled safety measures for helping riders feel safe every time they use Uber. As the lockdown was lifted and people resumed travel, Uber was the first ridesharing company to launch “Tuk Rentals” in Sri Lanka, a 24x7 on-demand service which allows riders to book affordable multi-hour, multi-stop options to travel in the new normal. And we are the first ridesharing company to pioneer and install safety screens in over 3,000 cars and tuks in Sri Lanka.
Going forward, we want to dedicate our world-class technology to innovate and integrate products that match the pulse of Sri Lanka and power smart, efficient, and safe mobility in the country. In addition, our goal will be to focus on making the Uber experience seamless through tech advancements, benefiting riders and driver partners, and helping build a more robust rideshare ecosystem for the country.
Are you planning to introduce new features to the Asian markets, especially to the Sri Lankan market, this year?
We are very excited to tap the full potential that shared mobility has to offer in the Asia-Pacific region, especially in Sri Lanka as it’s one of our key markets. Our teams on ground understand the pulse of the country and its residents, enabling us to customise and innovate products that will support the needs of riders and driver partners. By providing reliable, affordable, and safe mobility options at the touch of a button, Uber’s vision for the future of mobility is to offer riders transport solutions for their every need, and also to partner with the Government to fast track Sri Lanka’s road to recovery, helping the country build back better after the pandemic.
How many Sri Lankan riders are with you at the moment?
Over the past five years, we have served 1.8 million riders.
How do you treat your driver partners? As employees or contractors?
Uber believes in creating entrepreneurial opportunities that are flexible and allow driver partners to choose when and for how long they work, making them independent contractors on Uber’s platform. We have witnessed the global economy face an intense fallout from Covid-19; it is increasingly important that people have more access to flexible work, letting them contribute and earn as easily and quickly as possible. Uber will be an economic lifeline to millions of people as economies restart, providing flexible work opportunities even when certain industries struggle.
How successful are you in getting women drivers on board?
Uber aims to encourage and promote equal income opportunities on its platform across the world. We want to create women micro entrepreneurs who have the independence to earn their livelihoods at their own convenience, which we are confident will further inspire and empower more female driver partners to join our platform in Sri Lanka. Through our “Diviyata Diriya” initiative, we are constantly working towards on-boarding more female driver partners on our platform to help them gain independence and earn a dignified living.
We have seen many users complaining that it is extremely difficult for passengers to reach out to Uber for help during an issue. Will Uber establish a customer representative office in Sri Lanka? If yes, when is the predicted day for the launch, and will it be only based in Colombo?
Safety is at the heart of everything we do at Uber. Our tech and safety teams have been working overtime to build a new product experience to help protect everyone every time you use Uber. By leveraging our technology capabilities and best practices, we believe in providing solutions that identify and minimise frequent issues.
We already have a locally based safety team for urgent, non-emergency issues in Sri Lanka. Riders can easily reach out to the team by clicking on the shield icon representing the “Safety Toolkit” and accessing the on-trip 24X7 “Safety Helpline”. This could include issues such as reporting a dispute, fare review, or a breakdown while on a trip and up to one hour post the trip.
Among a variety of other safety and feedback features available on the app, customers can easily access Uber’s Safety Toolkit which includes a Safety Centre, Share My Trip option, and 119 assistance. The Safety Helpline is in addition to the existing in-app SOS button found in the Safety Toolkit.
What is the progress of Uber RideCheck, the feature which would detect trip irregularities?
We announced the launch of RideCheck in Sri Lanka last year, along with other safety features that would help enhance rider safety. This feature helps Uber flag certain trip irregularities such as long, unexpected stops, which in some rare cases indicate an increased safety risk. If such an anomaly is detected, Uber initiates a RideCheck by reaching out to both the rider and the driver. This was the first step by Uber to proactively reach out to users during a trip and offer tools they may need to get help.
This feature is currently available in the region and we are constantly working with our product teams to further strengthen and scale it.
How was the ride business last year amidst the pandemic? Was there a year-on-year drop?
Last year was challenging for all, especially for us, a company built on the business of moving people. In March, the world came to a halt due to Covid-19; we wanted to be a responsible company and support the Government in controlling the spread of the virus. We urged our riders to stay at home and not use Uber, if it was not essential work they had to move out for.
But we never stopped moving what mattered most; we launched Uber Medics. We also launched “Uber Connect”, a package delivery service that enables customers to transport packages from the safety of their homes. We found meaningful ways to cater to the evolving needs of our communities, while creating livelihood opportunities for drivers.
There are a number of ride-hailing apps at present. What makes Uber stand out from them?
Being a global leader offering mobility solutions across the world, we understand the constantly evolving needs of riders, driver partners, and cities. Covid-19 has changed the world as we know it, with hygiene and safety being important factors going forward. The need of the hour will be to invest in technology that will ensure the safety of citizens like Uber’s tech-led safety features, along with visible signs of hygiene like safety screens that will help build rider and driver confidence.
With our global tech expertise, high quality of service, customer-obsessed approach, range of products at every price point, network of driver partners and riders, and a local team that understands the nuances of the country, we are best placed to offer transport solutions that have, and will continue to, transform the mobility landscape of the country.
How is Uber’s overall performance in the Asian region?
We have witnessed very strong recovery in our mobility business across all countries in the region and have seen that as cities start moving again, Uber does too.
How is Uber positioning itself for the future?
As Uber marks five years of operations in the country, we are committed to growing our business in Sri Lanka with continued and focused market and product innovations. As people start commuting in the new normal, we’ll continue to leverage our technology to help Sri Lanka “build back better”, offer mobility solutions that suit the changing needs of our riders, and support drivers who are determined to earn despite the economic challenges brought about by Covid.
"Through our “Diviyata Diriya” initiative, we are constantly working towards on-boarding more female driver partners on our platform to help them gain independence and earn a dignified living" Uber Sri Lanka Head Subodh Sangwan[/caption]
What are the factors that helped Uber to complete millions of rides within the short span of five years?
Since Uber’s launch in 2015, our goal in Sri Lanka has been to transform the country’s mobility landscape by offering citizens convenient, affordable, and efficient transport options. Our technological and product expertise, industry-leading innovations, and a local team that understands the ground realities have enabled us to offer mobility solutions and complete more than 53 million trips till date.
Additionally, we have contributed to the economy by creating flexible livelihood opportunities for 110,000 drivers and we will continue to support driver partners who are determined to earn despite the economic challenges brought about by Covid. In the “new normal”, Uber aims to support Sri Lanka’s road to recovery and help the country build back better after the pandemic.
Can Uber be as transformational over the next five years as it has been over the past five years?
Over the last five years, Uber launched several leading product innovations that have been industry firsts in the country. In 2019, Uber added “Moto” to its product portfolio, becoming the first bike taxi service in the country, ideal for short distance commutes at affordable price points. During the pandemic, Uber launched “Uber Medic”, a dedicated service to transport frontline healthcare workers to and from their homes and healthcare facilities, and also offered free rides worth Rs. 8.5 million for Sri Lanka’s real heroes. We were also the first company to launch a comprehensive set of tech-enabled safety measures for helping riders feel safe every time they use Uber. As the lockdown was lifted and people resumed travel, Uber was the first ridesharing company to launch “Tuk Rentals” in Sri Lanka, a 24x7 on-demand service which allows riders to book affordable multi-hour, multi-stop options to travel in the new normal. And we are the first ridesharing company to pioneer and install safety screens in over 3,000 cars and tuks in Sri Lanka.
Going forward, we want to dedicate our world-class technology to innovate and integrate products that match the pulse of Sri Lanka and power smart, efficient, and safe mobility in the country. In addition, our goal will be to focus on making the Uber experience seamless through tech advancements, benefiting riders and driver partners, and helping build a more robust rideshare ecosystem for the country.
Are you planning to introduce new features to the Asian markets, especially to the Sri Lankan market, this year?
We are very excited to tap the full potential that shared mobility has to offer in the Asia-Pacific region, especially in Sri Lanka as it’s one of our key markets. Our teams on ground understand the pulse of the country and its residents, enabling us to customise and innovate products that will support the needs of riders and driver partners. By providing reliable, affordable, and safe mobility options at the touch of a button, Uber’s vision for the future of mobility is to offer riders transport solutions for their every need, and also to partner with the Government to fast track Sri Lanka’s road to recovery, helping the country build back better after the pandemic.
How many Sri Lankan riders are with you at the moment?
Over the past five years, we have served 1.8 million riders.
How do you treat your driver partners? As employees or contractors?
Uber believes in creating entrepreneurial opportunities that are flexible and allow driver partners to choose when and for how long they work, making them independent contractors on Uber’s platform. We have witnessed the global economy face an intense fallout from Covid-19; it is increasingly important that people have more access to flexible work, letting them contribute and earn as easily and quickly as possible. Uber will be an economic lifeline to millions of people as economies restart, providing flexible work opportunities even when certain industries struggle.
How successful are you in getting women drivers on board?
Uber aims to encourage and promote equal income opportunities on its platform across the world. We want to create women micro entrepreneurs who have the independence to earn their livelihoods at their own convenience, which we are confident will further inspire and empower more female driver partners to join our platform in Sri Lanka. Through our “Diviyata Diriya” initiative, we are constantly working towards on-boarding more female driver partners on our platform to help them gain independence and earn a dignified living.
We have seen many users complaining that it is extremely difficult for passengers to reach out to Uber for help during an issue. Will Uber establish a customer representative office in Sri Lanka? If yes, when is the predicted day for the launch, and will it be only based in Colombo?
Safety is at the heart of everything we do at Uber. Our tech and safety teams have been working overtime to build a new product experience to help protect everyone every time you use Uber. By leveraging our technology capabilities and best practices, we believe in providing solutions that identify and minimise frequent issues.
We already have a locally based safety team for urgent, non-emergency issues in Sri Lanka. Riders can easily reach out to the team by clicking on the shield icon representing the “Safety Toolkit” and accessing the on-trip 24X7 “Safety Helpline”. This could include issues such as reporting a dispute, fare review, or a breakdown while on a trip and up to one hour post the trip.
Among a variety of other safety and feedback features available on the app, customers can easily access Uber’s Safety Toolkit which includes a Safety Centre, Share My Trip option, and 119 assistance. The Safety Helpline is in addition to the existing in-app SOS button found in the Safety Toolkit.
What is the progress of Uber RideCheck, the feature which would detect trip irregularities?
We announced the launch of RideCheck in Sri Lanka last year, along with other safety features that would help enhance rider safety. This feature helps Uber flag certain trip irregularities such as long, unexpected stops, which in some rare cases indicate an increased safety risk. If such an anomaly is detected, Uber initiates a RideCheck by reaching out to both the rider and the driver. This was the first step by Uber to proactively reach out to users during a trip and offer tools they may need to get help.
This feature is currently available in the region and we are constantly working with our product teams to further strengthen and scale it.
How was the ride business last year amidst the pandemic? Was there a year-on-year drop?
Last year was challenging for all, especially for us, a company built on the business of moving people. In March, the world came to a halt due to Covid-19; we wanted to be a responsible company and support the Government in controlling the spread of the virus. We urged our riders to stay at home and not use Uber, if it was not essential work they had to move out for.
But we never stopped moving what mattered most; we launched Uber Medics. We also launched “Uber Connect”, a package delivery service that enables customers to transport packages from the safety of their homes. We found meaningful ways to cater to the evolving needs of our communities, while creating livelihood opportunities for drivers.
There are a number of ride-hailing apps at present. What makes Uber stand out from them?
Being a global leader offering mobility solutions across the world, we understand the constantly evolving needs of riders, driver partners, and cities. Covid-19 has changed the world as we know it, with hygiene and safety being important factors going forward. The need of the hour will be to invest in technology that will ensure the safety of citizens like Uber’s tech-led safety features, along with visible signs of hygiene like safety screens that will help build rider and driver confidence.
With our global tech expertise, high quality of service, customer-obsessed approach, range of products at every price point, network of driver partners and riders, and a local team that understands the nuances of the country, we are best placed to offer transport solutions that have, and will continue to, transform the mobility landscape of the country.
How is Uber’s overall performance in the Asian region?
We have witnessed very strong recovery in our mobility business across all countries in the region and have seen that as cities start moving again, Uber does too.
How is Uber positioning itself for the future?
As Uber marks five years of operations in the country, we are committed to growing our business in Sri Lanka with continued and focused market and product innovations. As people start commuting in the new normal, we’ll continue to leverage our technology to help Sri Lanka “build back better”, offer mobility solutions that suit the changing needs of our riders, and support drivers who are determined to earn despite the economic challenges brought about by Covid.