The service platform, mostly known by mobility professionals, inDrive, presented today its advances in terms of security. In the report, within the framework of the celebration of its six years in the country, He stressed that currently 99.9% of its trips are carried out and completed without any incident. It is worth remembering that the application was reported to be unsafe in previous years due to incidents involving drivers in different cities across the country.
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Among other data worth highlighting is that 98.6% of the ratings within the platform have been positive and users have left good comments, likewise, the average rating of the trips is 4.9.
All this is a product of the incorporation of 10 new features and security improvements to the platform from 2023. For this same year, with these actions, it was possible to reduce 19% the average incident rate, compared to 2022 in categories such as harassment, conflict and theft.
“Since we arrived in Colombia in 2018, our goal has been to offer a fair and safe service for all people. That is why we are constantly strengthening our tools and strategic alliances with authorities to ensure that our users feel safe. Thus, this presentation seeks to show our progress but especially to promote good practices within the industry,” explains Christiam Alfonso, Security Manager at inDrive in Latin America.
In order to not only clean up their image but also provide tools to users, they have implemented Permanent user ban for serious violationsthis prevents them from registering again in the application; they also implemented the model of stopping inappropriate content, this means that passengers and drivers must upload a photo with their face and not any other.
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Harold Neira, business development manager for South America at inDrive
inDrive
“Our automated model is trained to detect inappropriate content such as nudity. If such content is uploaded and detected on our app, the corresponding user’s account will be blocked,” explains Harold Neira, business development manager for South America at inDrive.
Associated with the above, they also incorporated photo control, which aims to ensure that The driver’s account belongs to the same person whose information we have in our system.
In addition to the above, the application requests documents required to be approved both to provide services within the application and to access them. For new users, they will need to upload all documents such as driver ID verification, car photo check, and driver document verification. Lastly, passengers must undergo verification before the first ride. During live verification, the system determines whether you are interacting with a real person or not and thereby avoid risks for service providers.
This has resulted in obtaining a 77% retention rate for active drivers on the platform, cancellation of 65,000 accounts of users for inappropriate content, the blocking of 18,000 accounts when trying to register again, and 22% of potential drivers were denied due to failures in their process.
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Although it has not been identified how many platforms will be impacted, the tax reform has already defined the segments that will have to comply with the rule.
AFP
What to do on a trip if you feel unsafe?
– Security advice: During a trip, by tapping the shield button in the inDrive app, users can see how they are protected, with a full screen detailing this.
– Share trip: A feature that allows users to share real-time trip details with selected contacts for their safety.
– SOS button: An emergency button in the app that, when pressed, sends an alert to the authorities or the platform for immediate assistance in critical situations.
– 24/7 Customer Support: Provides 24/7 assistance and support, ensuring that users can address concerns or issues at any time.
users shared their trips with their trusted contacts since 2023.
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– Anonymous calls: inDrive protects privacy and anonymity by routing calls through the app, eliminating the need to exchange personal phone numbers. In-app communication simplifies the process and minimizes distractions, allowing drivers and passengers to easily contact each other without leaving the app. The feature is available to users in major Colombian cities, including Bogotá, Medellín, Cali, Barranquilla, etc.
What to do if you are no longer on the trip?
– Two-way ratings and additional comments: This feature allows drivers and passengers to rate each other after a ride. They can give a rating from one to five stars and provide additional feedback if needed. This helps improve the service as it gives everyone a chance to share their experience.
– “Unlink” function: If both the driver and passenger rate their counterpart with one star, they will not be able to reconnect with that person through the app.
– DRV blocking by license plate number: We have the ability to block a vehicle’s license plate number so that a driver cannot register with that vehicle.
– User blocking by device: If, as a result of a security incident investigation, it is confirmed that a user has seriously violated the rules of the service, resulting in permanent account blocking, the user will not be able to create or access his or her account using the same device.
By publishing this update, they seek to eradicate incidents and offer proactive initiatives to combat violence.
“We look forward to being an active partner in collaborating with the authorities to resolve incidents. We are also open to maintaining a strong and trust-based communication channel with authorities and institutions to better meet the needs of citizens,” they explain.
Paula Galeano Balaguera
Portfolio Journalist
