Uber (优步) 安全保障体系

在全球56个国家和地区的300多个城市中,每天都有成百上千万的用户依赖Uber为自己或自己所关爱的人选择最可靠的出行方式——无论是通勤、商务出行还是出席晚宴。Uber平台为乘客和合作司机之间架起了一座安全、便利、可靠的桥梁,不仅使出行变得更简单,更有助于减少酒驾,满足交通欠发达地区的出行需求,使城郊经济发展更平衡,从而让城市生活变得更加美好。

面对每天千万次的行程,Uber始终将安全放在首位,这意味着设立严格的安全标准,并致力于不断改善和提高。

Screen Shot 2015-04-20 at 9.19.24 PM安全为先、严格审核:

面对每天成百上千万次的行程,安全为先一直是Uber所坚持和维护的基本原则。为此我们设立了严格的审核和准入门槛,并不断审视和提高安全标准。每周,我们都会拒绝部分不达标的申请。

优步对合作司机/拼车车主的要求和审核包括:

  • 国家颁发的真实有效的个人身份证件和驾驶员证件
  • 必须通过完整的背景调查,包括无犯罪记录和安全驾驶记录
  • 通过相关培训和测试

优步对车辆的要求包括:

  • 国家颁发的真实有效的行驶证
  • 真实有效的车辆保险
  • 五年以内的车龄、车况良好、干净整洁


uberpic01信息透明,全程监管:

信息透明可信:Uber致力于打造信息透明的平台。司机接单后,Uber App对乘客直接显示接单司机的头像、车牌号和车型,使乘客在上车之前可以查看并核对系统内的备案信息,并确认司机和车辆的真实性。

行程记录监管:Uber平台通过技术手段,对每一段行程都有安全记录——包括GPS记录的行车路线图,起始的时间、地点,支付金额,支付方式以及相关司机和乘客的信息,以保障乘客以及司机的人身和财产安全。同时,这些信息使优步可以在必要时协助有关部门迅速展开安全调查,保护社区和人民的安全。

司机行车安全:Uber独有的自动就近匹配派单技术(而非抢单)可以避免司机在开车时分心抢单,提高驾驶的安全性。Uber的无现金交易方式更是可以大大提高司机的安全。

双向匿名打分:Uber平台在全球首创乘客和司机双向匿名评分、评价的信用体系。每段行程结束之后,系统会强制要求乘客和司机匿名互相打分,并可以留言反馈。这是一个互相监督的过程,也是向Uber反应问题的渠道。该信用机制可帮助提高平台上车主和乘客双方的品质,督促双方自律,并鼓励双方为维护Uber社区的安全、可靠共同作出努力。

 

 

 

 

安全保险和保障机制:

在全球范围内,Uber具备完善的保障机制,规定平台上的每一段行程都必须有保险覆盖,要求每一位合作司机都必须具有当地政府规定的车辆保险。在中国, 一旦司机责任造成的损失额超出该保险的理赔额度,Uber为“人民优步“拼车车主提供补充商业保险,理赔上限为五十万元人民币。UberBLACK 和 uberX则由汽车租赁公司合作伙伴提供商业保险。

 

事故和紧急情况处理:

遇到问题、事故和特殊情况时,乘客/司机可以通过优步APP直接反馈情况,优步有专门的团队及时处理这些反馈,将第一时间了解情况,并为乘客/司机给予支持和援助。如果遇到紧急突发事件,我们建议乘客/司机走正常报警流程,首先拨打当地报警电话寻求帮助。优步团队将提供必要的支持,包括配合警方的调查和行动。

 

配合执法部门的调查:

Uber平台上的所有行程都有GPS定位记录,因此一旦出现事故,我们可以迅速为执法部门提供跟该段行程有关的线索和细节,配合调查。此外,我们与政府部门的配合不仅局限于突发事件和交通事故。比如,Uber曾根据行程数据,帮助纽约市公共卫生领域的官员了解一位疑似感染埃博拉病毒的患者的出行路线。

 

Screen Shot 2015-04-20 at 11.16.03 PM行为准则:

我们将制订并公布一个Uber社区行为准则,通过细化一些条款,使平台上的乘客和合作司机就哪些是恰当的行为达成共识,并杜绝可能导致潜在风险的行为,为平台上的每一个人增强安全系数。

 

 

安全顾问团

安全顾问团Uber将在全球范围内成立一个常设安全顾问机构,介入Uber的日常工作,帮助审视安全措施,并为平台在未来新增一些安全功能的计划提出意见。目前,我们已经开始邀请外部专家来帮助我们打造最强大的顾问团,并将不断吸纳顾问团的建议,将其客观独立的意见引入安全路线图。

 

Screen Shot 2015-04-16 at 5.24.17 PM

Uber设立首席安全官

Uber高度重视安全,近期聘请了乔·沙利文(Joe Sullivan)出任公司首席安全官。沙利文此前曾先后在全球领先科技企业如PayPal,eBay和Facebook等公司相关岗位任职,经验丰富。沙利文将负责带领Uber团队管理全球56个国家和地区300多个城市的线上数据安全和线下的安全。

 

谢谢您的支持!

Uber优步中国团队


Around 300 cities in 56 countries and districts, millions of people have come to rely on Uber for daily commutes, special nights out, and reliable transportation for their loved ones. Uber is providing a safe, convenient and reliable platform that connects riders with driver partners. Riders are served by the hundreds of thousands of Uber driver partners whose service reduces drunk and distracted driving, meets a critical transportation need in underserved communities and simply makes life easier.

Putting safety first for each of the millions of trips we are doing every day means setting strict safety standards, then working hard to improve them every day.


Screen Shot 2015-04-20 at 10.29.47 PMSafety First, Strict Screening

Putting safety first for each of the millions of trips we are doing every day has always been what we commit to and maintain. We set strict safety standards, then work hard to improve them every day. Every week, a number of applicants are turned away when they are unable to meet these standards.

Requirements for driver partners include:

  • Valid identification and driver licensing documents issued by the government
  • Pass a full background check
  • Pass Uber’s training and test

Requirements for vehicles include:

  • Valid vehicle registration documentation
  • All government-mandated insurance
  • Vehicle within 5 years of age, clean and in good condition

 

Screen Shot 2015-04-21 at 2.15.22 AMTransparency & Safety Features

Transparent Information:  Uber works hard to build a transparent platform. Our app displays a driver’s photo, license plate number, and vehicle type, so when our riders enter a car, they know with confidence it’s the right one with the right driver.

Screen Shot 2015-04-21 at 2.19.58 AM Accountability for every trip: Uber’s technology provides transparency and accountability for every trip and facilitates the exchange of information between rider and driver. This information includes time, GPS location, ride path, payment amount, payment means, and relevant rider account information. This makes it easy for us to work with public safety officials to quickly conduct investigations and ensure our riders and drivers are protected.

Screen Shot 2015-04-21 at 2.16.36 AMDriver Safety: Uber’s unique dispatch system ensures that the closest driver is dispatched to each rider. This is different from the broadcasting dispatch system, which requires drivers to bid and compete for requests. Uber’s approach prevents drivers from being distracted while driving, thereby encouraging safe driving. Uber’s cashless payment system also significantly improves the safety of driver partners.

 

Screen Shot 2015-04-21 at 2.17.39 AMMutual rating system : After each trip, Uber’s forced rating mechanism requires riders and drivers to rate each other, with the ability to leave additional comments. This ensures only the top drivers stay on the platform and riders are also held accountable. Both riders and drivers are encouraged to make efforts in building a safe and reliable Uber community.

 

 

Screen Shot 2015-04-21 at 1.16.34 AM

 Insurance and Assurance coverage

Globally, it is Uber’s policy to ensure each of Uber’s millions of daily trips is covered by insurance. Every driver partner must have the required government-mandated insurance in order to drive on the Uber platform. In China, if the driver’s liability goes beyond the coverage of that insurance, Uber itself also has a contingent commercial liability insurance policy that provides up to RMB 500,000 coverage for People’s Uber trips. UberBLACK and uberX trips are covered by commercial insurance provided by our car rental company partners.

 

Screen Shot 2015-04-20 at 11.09.36 PMAccidents and Emergencies

In cases of accidents and emergencies, drivers and riders can communicate with us directly through the Uber app. Uber has a dedicated team to provide timely support. We seek to immediately understand the circumstances, and to provide support to the driver/rider. In cases of emergencies, we recommend the rider/driver to go through the regular police reporting process, and call the local police telephone number to seek help. We will assist and take appropriate action, including cooperating with law enforcement.

 

Screen Shot 2015-04-20 at 11.14.00 PMWorking With Law Enforcement

Because all Uber rides are tracked by GPS, in the event of an incident, we are able to quickly provide law enforcement with very specific details about trip activity for their investigations. Our collaboration with authorities is not limited to incidents and accidents. For example, in the fall we were able to assist New York City public health officials to understand the travel patterns of a patient exposed to the Ebola virus based on Uber’s trip data.

 

Screen Shot 2015-04-20 at 11.16.03 PMCode of Conduct

To properly detail expectations of riders and driver partners, we will publish a Code of Conduct. Our goal is to enhance safety for everyone on the platform and provide clear guidance to all users about appropriate behavior during Uber rides. Any behavior that creates risks for riders and drivers has no place in the Uber community.

 

Screen Shot 2015-04-21 at 1.10.52 AMSafety Advisory Board

Uber will establish a permanent global Safety Advisory Board to work with us on an ongoing basis. The board will review our safety practices and advise on our roadmap for adding safety features to the platform. As part of this process, we are already engaging with outside experts to help us create the strongest board possible. We will continually embed their recommendations and independent guidance into our safety roadmap.

 

 Screen Shot 2015-04-21 at 1.13.35 AMUber’s Chief Security Officer

Uber takes safety and security very seriously. We recently invited Jon Sullivan as our Chief Security Officer, who had over 11 years of experience in similar roles at global technology companies such as Paypal, Ebay and Facebook. Jon will be a thought leader to help Uber redefine safety and data security, both online and offline, in the 300 cities and 56 countries where we operate.

 

Thanks for your support!

Uber China Team

 

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