Bolt, Estonian on-demand mobility giants, has recently opened a driver engagement centre in Nairobi, Kenya, to address the concerns of its driver partners who previously lacked a physical office for assistance.
The new facility aims to enhance the relationship between Bolt and its drivers by providing a convenient location for them to report challenges and seek support. It should be noted that this driver engagement centre is different from Bolt’s regional centre in Nairobi, which serves as a base for overseeing operations across the continent.
Bolt operates in over 16 cities and towns in Kenya and hopes that the new centre will enable effective communication and prompt handling of driver concerns. In the past, issues were addressed through email correspondence with teams located outside of Kenya.
The driver engagement centre is situated in Nairobi’s Westlands area and will run on appointment basis to promote seamless procedures in managing driver issues. Services provided include driver support, training opportunities, effective communication channels, community building, driver appreciation, and positive branding.
Linda Ndungu, the country manager for Rides at Bolt, emphasizes the company’s commitment to addressing the needs of their driver partners and resolving their concerns promptly. She believes that this centre will contribute to the success and growth of Bolt’s business and the ride-hailing industry in general.
Bolt aims to continue collaborating with key stakeholders to offer affordable, safe, and convenient ride-hailing services in Kenya while creating entrepreneurial opportunities for people to earn a sustainable living.
Bolt faces competition in the Kenyan market from other licensed taxi apps like Uber, Little Cabs, Yego, and Farasi. In 2021, Bolt expanded into the food delivery business with Bolt Food, aiming to compete with local food delivery firms such as Uber Eats, Glovo, and Jumia Foods. Bolt Food recently expanded its services from Nairobi to Mombasa.
The company has also encountered legal challenges in Kenya. Disputes over driver compensation continue, and local regulations have been implemented to adjust rates for the benefit of riders and drivers.
Bolt has outlined its commitment to consistently improve the overall driver experience and ensure they receive the support necessary for the success of their business. The company emphasizes its dedication to actively listening, analyzing feedback, and implementing innovative solutions that benefit both drivers and passengers.
