Stop in the name of driver verification
Intrusive and detailed screening of drivers should be the top priority
The writer is a former director general of the National Accountability Bureau
The app-based, ride-hailing companies in Pakistan should establish a documented procedure for pre-employment background checks and vetting of their drivers, as he or she is the key for the industry’s effectiveness and survival. As property, company honour and human lives are at risk, it is a requirement to have out-of-the-box solutions to ensure that various ends of safety and security are amicably met in Pakistan’s high risk market.
Intrusive and detailed screening of drivers should be the top priority. Some time ago, a driver in Lahore robbed his passenger with the help of his colleague who was hidden in the car’s trunk. The company in fact had employed this criminal without having his credentials, lineage and track record checked. The outcome was but as expected. To prevent these outcomes the following measures should be undertaken:
1) The character on paper seldom matches the profile of a person on the ground especially in Pakistan where the police system is flawed and most corrupt, as per Transparency International Corruption Perceptions Index. Palm greasing can get character certification even of the most notorious person. The IT-based criminal record check introduced in Punjab is an excellent initiative and convenient to verify the character, but it also carries all the possibilities of fraud as it exists on the ground.
To fight a legal battle, IT-based police record verification would be a plausible defence for the cab company. However, it is the character profile prepared by the verification officer, who makes several ground visits, interviews neighbours, checks surroundings and meets references, that draws true personality profile of a potential driver. The character profile so prepared can help in predicting the behaviour and conduct of a driver. On the other hand, to purge illegal immigrants, NADRA Verisys and to protect lives, property and guard against forgery and fraud, driving licence verification are few pre-employment essentials cab companies must ensure.
2) Companies must also establish document, implement and maintain procedures that should screen undesired elements. Appropriate drivers based on their education, knowledge, skills, abilities, etc, should be hired to protect the reputation and brand of the company, and to ensure the safety of commuters. As these companies are in metropolitan cities of Pakistan, and likely to spread to smaller towns, their system especially of screening and vetting from well-reputed verification companies will be key to success.
As per international standards based on Montreux Documents and International Code of Conduct, the vetting and screening process of any service provider should include identity verification, personal history verification and credentialing. In Pakistan with its volatile law and order situation, the personal history verification should be expanded to: home addresses, employment records, electronic media, criminal and civil record history, records of human rights violation and character profile based on detailed ground check.
Being international cab-operating companies they should have strictly adhered to these well-recognised safety standards of verification. But it is just the character certificate obtained by the potential driver through any means and an agent`s confirmation of home address that these companies are relying on. As the business is growing fast, the risk is also rising but the least attention is given towards its mitigation. That is worrisome.
3) Cab companies should also have a policy of re-verifying their drivers after a five-year period along with a sample testing of 25% after two years and of those who have committed certain intentional follies. Third party ground survey through sampling of customers, drivers, company employees and the public, about the company’s performance profile should also be conducted to check the effectiveness of applied plans so that the SWAT analysis for safety, security and business promotion can be made. This report should also be made public. The greater the transparency, the greater will be the customer comfort, which shall encourage business.
4) The system of verification should be modified and a verification clearance number should be introduced. The identity of a driver should be figured with this number on the app and the passenger should be informed about it at the time of riding. The verification documents should be kept with the same reference number for the purpose of prompt coordination between the police and the cab and the verification company in case of any legal proceedings.
In case of criminal misconduct by a driver, companies must have a system for prosecution and that will build customer comfort. The company conducting verification should be legally bound to bear testimony to its documents and hand them over to the police and the court, if needed. Potential drivers should also sign an appropriate authorisation and give their consent prior to performing background screening. Discreet credentials’ verification is illegal and void as per the law and amounts to encroachment into privacy.
5) Sexual harassment cases reported are though few, yet alarming. The initiative of lady cab drivers may not be successful under the sociocultural environment of Pakistan viz the security situation. Hence, companies must resort to alternative solutions. One could be that amongst available number of drivers as per age, character profile and past performance a certain number be marked to pick lady passengers. The bonus of such drivers should be enhanced as an incentive and penalty stake correspondingly should be kept high. The verification company may be tasked to prepare a list of drivers already verified and employed with the suitable character profile.
6) As reported many taxi owners are opting to join these ride-hailing companies. The elimination of a balancing force, however, will have a negative effect. The cab companies can form a cartel and increase the cost of commuting. Hence, the authorities should fix a travelling cost pertaining to each city, peak and normal hours, various areas of a particular city and other essential clauses of safety and security to safeguard interest of the public.
The firefighting approach, as generally practised by government authorities, may lead to extreme discomfort to the public if cartel and ring forming results in strikes and pulling down of services across the country.
Published in The Express Tribune, August 30th, 2017.
Intrusive and detailed screening of drivers should be the top priority. Some time ago, a driver in Lahore robbed his passenger with the help of his colleague who was hidden in the car’s trunk. The company in fact had employed this criminal without having his credentials, lineage and track record checked. The outcome was but as expected. To prevent these outcomes the following measures should be undertaken:
1) The character on paper seldom matches the profile of a person on the ground especially in Pakistan where the police system is flawed and most corrupt, as per Transparency International Corruption Perceptions Index. Palm greasing can get character certification even of the most notorious person. The IT-based criminal record check introduced in Punjab is an excellent initiative and convenient to verify the character, but it also carries all the possibilities of fraud as it exists on the ground.
To fight a legal battle, IT-based police record verification would be a plausible defence for the cab company. However, it is the character profile prepared by the verification officer, who makes several ground visits, interviews neighbours, checks surroundings and meets references, that draws true personality profile of a potential driver. The character profile so prepared can help in predicting the behaviour and conduct of a driver. On the other hand, to purge illegal immigrants, NADRA Verisys and to protect lives, property and guard against forgery and fraud, driving licence verification are few pre-employment essentials cab companies must ensure.
2) Companies must also establish document, implement and maintain procedures that should screen undesired elements. Appropriate drivers based on their education, knowledge, skills, abilities, etc, should be hired to protect the reputation and brand of the company, and to ensure the safety of commuters. As these companies are in metropolitan cities of Pakistan, and likely to spread to smaller towns, their system especially of screening and vetting from well-reputed verification companies will be key to success.
As per international standards based on Montreux Documents and International Code of Conduct, the vetting and screening process of any service provider should include identity verification, personal history verification and credentialing. In Pakistan with its volatile law and order situation, the personal history verification should be expanded to: home addresses, employment records, electronic media, criminal and civil record history, records of human rights violation and character profile based on detailed ground check.
Being international cab-operating companies they should have strictly adhered to these well-recognised safety standards of verification. But it is just the character certificate obtained by the potential driver through any means and an agent`s confirmation of home address that these companies are relying on. As the business is growing fast, the risk is also rising but the least attention is given towards its mitigation. That is worrisome.
3) Cab companies should also have a policy of re-verifying their drivers after a five-year period along with a sample testing of 25% after two years and of those who have committed certain intentional follies. Third party ground survey through sampling of customers, drivers, company employees and the public, about the company’s performance profile should also be conducted to check the effectiveness of applied plans so that the SWAT analysis for safety, security and business promotion can be made. This report should also be made public. The greater the transparency, the greater will be the customer comfort, which shall encourage business.
4) The system of verification should be modified and a verification clearance number should be introduced. The identity of a driver should be figured with this number on the app and the passenger should be informed about it at the time of riding. The verification documents should be kept with the same reference number for the purpose of prompt coordination between the police and the cab and the verification company in case of any legal proceedings.
In case of criminal misconduct by a driver, companies must have a system for prosecution and that will build customer comfort. The company conducting verification should be legally bound to bear testimony to its documents and hand them over to the police and the court, if needed. Potential drivers should also sign an appropriate authorisation and give their consent prior to performing background screening. Discreet credentials’ verification is illegal and void as per the law and amounts to encroachment into privacy.
5) Sexual harassment cases reported are though few, yet alarming. The initiative of lady cab drivers may not be successful under the sociocultural environment of Pakistan viz the security situation. Hence, companies must resort to alternative solutions. One could be that amongst available number of drivers as per age, character profile and past performance a certain number be marked to pick lady passengers. The bonus of such drivers should be enhanced as an incentive and penalty stake correspondingly should be kept high. The verification company may be tasked to prepare a list of drivers already verified and employed with the suitable character profile.
6) As reported many taxi owners are opting to join these ride-hailing companies. The elimination of a balancing force, however, will have a negative effect. The cab companies can form a cartel and increase the cost of commuting. Hence, the authorities should fix a travelling cost pertaining to each city, peak and normal hours, various areas of a particular city and other essential clauses of safety and security to safeguard interest of the public.
The firefighting approach, as generally practised by government authorities, may lead to extreme discomfort to the public if cartel and ring forming results in strikes and pulling down of services across the country.
Published in The Express Tribune, August 30th, 2017.