A Day in the Life of a Last-Mile Delivery Driver
Last-mile Delivery: A Driver’s Eye View
We see them all the time, weaving through traffic on motorbikes or in vans as they hurry to deliver mountains of parcels, apparel, medicine, and countless other items to waiting customers.
They are the last-mile delivery drivers, and thousands ply the streets of cities all over the GCC region. They are following strict SLAs to enhance the customer experience.
Their job is stressful due to traffic jams, weather conditions, tight deadlines, and vehicle breakdowns.
And their overarching challenge? Meeting ever-changing logistics requirements to satisfy customers’ demands.
To gain an insight into last-mile delivery in the UAE, we asked a range of Shipa Delivery drivers to detail their daily routines and list the challenges and highlights of their job.
In a Driver’s Own Words
Musaddiq
(Employed by Shipa as a same-day delivery van driver).
My Daily Routine I start my day by arriving at our warehouse at 11:00 am. I check in with the supervisor or transport manager. We check the day's delivery schedule and discuss any important updates. We review the delivery plan and routes on my Shipa Delivery application. I then load my van with parcels according to the delivery route.
At 11:30 am, I head out on the first delivery run. I use Shipa’s mobile app for everything I do, from updating delivery statuses to capturing the proof of delivery.
In the afternoon, I pick up new parcels from assigned locations. I scan and sort the parcels and proceed with deliveries.
I return in the evening to our warehouse, where I unload any returns or collections and ensure the van is clean and ready for the next day. I finish off by completing any necessary paperwork.
My Daily Challenges ##
The addresses provided by customers are often incorrect or incomplete, making it challenging to locate the delivery destination. Heavy traffic can significantly delay deliveries, especially in urban areas during rush hours. Finding a parking spot close to the delivery location can be difficult, particularly in busy city centers or residential areas with limited parking.
What Makes My Job Worthwhile?
I have had many good experiences as a delivery driver, but one incident in particular stands out.
One evening, I had an express parcel to deliver. When I arrived at the destination, a young woman excitedly explained that it was her anniversary and the package contained a special gift for her husband, who was due home soon.
She had been worried that it wouldn’t arrive on time, but my timely delivery made her day.
It was incredibly rewarding to see her joy and know that I helped make their special day a success.
A Particularly Challenging Day
On a very busy day recently, while juggling multiple deliveries, I received a cash-on-delivery (COD) parcel for a far-off location. It was already late afternoon, and I still had several deliveries to complete locally.
I informed my supervisor that the distant delivery would delay me, but he insisted I prioritize it as the client was traveling.
Reluctantly, I navigated heavy traffic to the distant address, collected the cash, made the delivery, and rushed back to continue my route.
The added travel time and stress resulted in a customer receiving his package late, making for an exhausting, frustrating day that underscored the challenges of balancing customer satisfaction with logistical demands.
Other Drivers’ Challenges
The other drivers we canvassed variously listed the following as the main problems they encounter on their daily rounds:
• Traffic jams.
• Hot weather.
• Incomplete or incorrect addresses.
• Incorrect phone numbers.
• Customers not answering the phone.
• Customers who keep them waiting at the door.
• Lack of parking.
• Customers who phone them after-hours to get their deliveries as they were away from their addresses.
• Customers who open the COD parcel and refuse to pay for the item.
• Merchants who don’t have their orders ready.
• Vehicle breakdowns.
• Customers telling them to go and come back the next day.
• Customers who don’t have cash for Cash-On Delivery orders.
The Good Days
The job of a delivery driver is not always difficult. If it was, would anyone agree to do it? All drivers said they often experience good days. But what makes a good day for a driver?
Those we interviewed shared the following six factors that leave them feeling a sense of satisfaction and accomplishment at the end of their shifts:
- When there's less traffic on the road
- When all customers are available
When they manage to deliver all their orders and meet their KPIs
When their shipments are prepaid
When customers are responsive
When merchants have all their shipments ready.
An Understanding Customer
Van driver Qaiser told us of a rare experience with a customer where he was left speechless.
“I arrived at the customer’s location only to find that the order was not in my car. I broke the news to the customer, saying that the order had been misplaced. The customer replied: ‘Don't worry, it happens sometimes when you have a heavy workload. When you find it, please inform me’.”
Medical Delivery Challenges
Driver Raja has special responsibilities—he coordinates with doctors and pharmacies to deliver urgent, life-saving pharmaceuticals to clinics and hospitals.
The van he has been driving has a refrigerated section where sensitive products are protected from the intense heat of the day.
He often works late into the night delivering much-needed pharmaceuticals but says that at times customers don’t appreciate or understand the extra effort he puts into his job, and leave him waiting for up to 45 minutes outside their doors.
“When I call some customers about a delivery, they agree to a time,” Raja says, “But when I reach their location, they don’t respond to calls. They keep me waiting and waiting outside the door and then, after some time, tell me to reschedule the delivery for the next day.”
Last-Mile Delivery: A Survival Guide
Van driver Badar cheerfully offers the following advice on how to survive the rigors of last-mile delivery:
Start your deliveries in areas where there is less traffic in the morning
Stay fresh and keep your cool
Follow the traffic rules
Keep temperature-sensitive shipments in a cool place
Transport fragile items carefully
Save COD collections for last so you don’t carry cash all day.
Our Delivery Agents Value Clients Showing Them Respect
The job of a last-mile delivery driver is difficult, and at times, frustrating, yet without these stalwarts of the logistics industry your customers would be deprived of a vital element of service expected in this age of on-demand convenience.
Despite the thundering advances in artificial intelligence development, it is still (mostly) up to humans to form the final link in the logistics chain—in the face of rain or sweltering sunshine, traffic jams, vehicle breakdowns, choking pollution, road rage, and many other hazards.
Clients make a driver’s day when they show understanding in case of delays due to one of the reasons mentioned earlier in this post.
Trust us! Our drivers know when they have not been able to create the best possible experience for you and your customers, and they share in any frustration you might feel. And when things go well, their sense of satisfaction is a tonic for their souls.
