Service personnel, especially those involved as drivers and or riders, should care about the users’ need of feeling safe and secure, and of the importance of a positive direct human contact.

• Service providers should establish and communicate a Covid-19 clearing protocol and actions to prevent infection
• Service providers should consider hiring personnel with impairments as contact persons
• Service personnel should take good care of good manners and wear a clearly distinguishable outfit (e.g. introduce themselves and ensure their appearance is consistent with the company identity, if any)
• Driver profile and her/his unique identification data shall be clearly displayed in the application but also onboard/on the driver’s badge
• Add a photo of the rider/driver that will serve the user for better identification
• Ensure users can have a direct contact with the driver/delivery person in an anonymous way, whose information is also anonymised
• Offer users the possibility to know the gender of the driver/rider through the App
• Users shall be notified before driver/rider arrival
• Include map visualization with the real time position of driver/rider (important for ride-sharing / ride-hailing and delivery) using different icons to identify it (e.g., the pin that indicates the real-time location of the driver/rider, different pin-point icons to indicate the place of origin and destination; driver’s route visible with a dotted line).
• When finalising their order, ask users if they prefer to use an intercom or whether the driver should announce arrival via phone call.
• Give users the possibility to leave comments and rate a driver/rider
• Include an emergency button in case of physical/ sexual attack / Create help button.