Speed Project Live EPC

Scenario	SOP to be followed
What is speed?	1.Earlier partner hubs covered a large area, typically spanning 8–10 sq km, and in some cases even up to 15–16 km. UC has addressed this issue, and the hub sizes have now been significantly reduced. --> 30% hubs are: Only 3-5kms --> 40% hubs are: 6-8lms Hubs size have been reduced further. "Traffic-prone areas have been taken into consideration during the hub restructuring process.

Hub map link

Sheet for referring to new and old hub details.

If the distance between the partner’s home and the assigned hub is more than 5 km, we will fill out the form and keep the ticket pending. The form will be submitted post distance validation and updated in the Response sheet

If the partner is adamant, we will fill out the form and keep the ticket pending for 48 hours. Response sheet

old structure of hub / New structure of hub

Q2 : What all will be changed due to speed?

Type of Change	Immediate
Hub & SLA changes	This will change for partners instantly when the hub map is launched & partner tagging is uploaded/completed. SLA & buffer changes will also reflect instantly
Partner Calendar changes - granularity + peak slot identification	This will also reflect instantly as soon as config is changed
Revised MinG values	This will reflect instantly for partners ongoing tier cycles
New Tier Metrics	Weekday peak unavailable hours - This will start reflecting for partners & rich profiles from their next tier cycle.

Q3 : Calendar marking: In total there will be 5 slots as mentioned below

❗ Dhyan Rakhein:

🛑 Agar aap kisi bhi slot ke beech available nahi ho, toh poora slot OFF mark karein

👉 Example: Agar aap 12–1 baje free nahi ho, toh 11-2 slot OFF hi hoga

Q4 : New ranking system

Rankings [remain the same]	Existing metrics			New metric
Rankings [remain the same]	Rating error - <=4	Partner at fault cancellations	Weekend calendar unavailability	Weekday peak hour unavailability
Diamond	3 cycles continuous gold rank			3 cycles continuous gold rank
Gold	3 jobs	3 jobs	16 hours	23 hours
Silver	5 jobs	5 jobs	24 hours	25 hours
Bronze	6 jobs	6 jobs	26 hours	30 hours
PIP [Partner improvement plan]	7 jobs	7 jobs	>26 hours	>30 hours

Q5: Minimum guarantee plan

Rank	Minimum guarantee eligibility	Per job minimum guarantee	Job guarantee	Minimum earning guarantee
Diamond	250 hours in cycle	₹ 250	110	₹ 27500
Gold	250 hours in cycle	₹ 250	110	₹ 27500
Silver	250 hours in cycle	₹ 250	100	₹ 25000
Bronze	250 hours in cycle	₹ 250	90	₹ 22500

FAQ :

Standard Operating Procedure (SOP)

Handling Escalations Related to Hub Name or Assignment Changes

Objective:

To standardize the communication and process for addressing partner escalations where

they claim their hub has changed or they’ve been wrongly assigned.

Applicable To:

All team members responsible for partner communication and escalation handling.

Escalation Type:

"Sir mera hub badal gaya hai / mujhe galat hub tag ho gaya hai / ye mera hub nahi hai, mera

pehle ka hub ka naam ye tha..."

Step-by-Step Process

Step 1: Acknowledge the Partner's Concern

When a partner reaches out claiming their hub has changed, do not confirm a change.

Calmly acknowledge their concern and proceed with the following standardized

communication.

Step 2: Respond with the Approved Communication

Standard Response:

Sir, hub change nahi hua hai. Hub ka naam change hua hai. Aapka purana hub ab 2-3 naye

hubs mein divide ho gaya hai.

Un 2-3 hubs mein aapke purane area ke kuch parts aur kuch naye lanes include kiye gaye

hain. Aapko unmein se kisi ek hub mein assign kiya gaya hai—jo aapke maximum delivery

area aur ghar ke top 3 nearest hub ke basis par decide hua hai.

Isliye please hub ke naam se confuse mat hoiye, aapko area wohi mila hai jahan se aap zyada

kaam karte the ya jo aapke ghar ke close hai.

Aap kaam karte rahiye. 2-3 din lagenge aapko samajhne mein ki naya area kya hai aur jobs

kahaan se aa rahe hain. Agar koi dikkat hoti hai fir bhi toh zaroor call kijiye, hum fir se check

karenge.

tep 3: Log the Escalation

Ask the agent to log this escalation in the shared escalation tracker.

Expected Partner Questions and Responses

Partner Query

Approved Response

Mujhe galat hub mein daal diya gaya hai.

Sir, aapko galat hub mein nahi daala gaya.

Ye naye hubs banaye gaye hain aur

assignment aapke area aur ghar ke paas ke

hub ke basis par kiya gaya hai.

Mera purana hub XYZ tha, ab mujhe ABC

diya gaya hai.

Sir, XYZ hub ka naam ab change ho gaya

hai. Us hub ko tod kar naye hubs banaye

gaye hain jisme aapko assign kiya gaya hai.

Mujhe jobs kam mil rahe hain ab.

Sir, naye hub mein settle hone mein thoda

time lagta hai. 2-3 din ka kaam kijiye, fir

aapko idea lagega ki jobs kis area se aa

rahe hain.

Mera area change ho gaya hai.

Sir, aapko area purane delivery pattern aur

ghar ke paas ke area ke basis par assign

kiya gaya hai. Agar aapko major dikkat ho

toh call karke batayein, hum check kar

lenge.

Dos and Don’ts

Dos

● Use only the approved communication

● Log every escalation in the tracker

● Remind partner to give it 2–3 days

Don’ts

● Do not say “We’ll fix it” or promise changes

● Don’t acknowledge fault unless verified

Step-by-Step Process

Identify the Partner’s Actual Location

Ask the partner for his full address (not just the pincode).
Search the address on Pro hub Maps to drop a pin—this helps identify the correct nearby hubs.
⚠️ Important: Partners may share the pincode of a preferred hub instead of their actual home. Always insist on the full address to verify.

Check Assigned Hub in the Sheet

Open the ‘Pro Hub Assigned’ tab in the tracker.
In Column O, find the hub currently assigned to the partner.

Evaluate Home Location vs. Assigned Hub

Use the Tracker sheet to determine the 3 closest hubs to the partner’s home location—found in Columns C, E, and G.
Review the partner’s max delivered hub:

- Columns I and J show the hub where the partner has delivered the most jobs.

With this, you now have:

- The actual home location

- The top 3 closest hubs

- The max delivered hub

- The currently assigned hub

4. Assess if Assigned Hub is Correct

- If the partner is tagged to either:
- One of the 3 closest hubs, or
- The max delivered hub,
➔ Then the hub assignment is considered correct.

Additional Notes:
- A travel distance of up to 5–6 km from home to hub is considered acceptable.
- The max delivered hub might be far from the partner’s home, but if he has worked there in the past, it's likely due to preference (e.g., better demand).

5. Check Demand Using ‘Requirement IMP’ Tab

- In the same PX sheet, refer to the ‘Requirement IMP’ tab.
- This shows if there is an actual requirement in the hub the partner is requesting.
- Column Y tells you how many more professionals are needed this week in that hub.
- This updates automatically every Monday.
🔴 If there is no requirement, and the partner has been tagged to either their max delivered hub or closest/home location hub, then the case cannot be resolved. Please close the case and inform the partner accordingly.

6. Escalation Check

- There is also an ‘Escalation’ tab in the same sheet.
- This will be automatically updated with escalations raised internally from the office.

When to Raise a Hub Change Request

Raise a case only in these situations:

1. Incorrect Tagging

- The partner is assigned to a hub that is neither among the top 3 closest hubs nor the max delivered hub.

2. Request for Change Despite Correct Assignment

- The partner is assigned to the max delivered hub, but now wants a change citing distance or new preference.
- In such cases, verify the hub assignment logs (available in the partner’s profile) to check if the tagging was made due to a demand requirement, as logged by the Category Manager.

Please ask the partner to visit the office if still not able to resolve the case.

Q2 : Is the partner not receiving leads because the hub's service area has been reduced?

Ans: As per the lead demand in the new hub structure, the partner has been allocated accordingly.

Q3: I need to take an hour off.
Ans: If you are not available during any part of a slot, please mark the entire slot as OFF.

Q4: Customer Is Delaying Job (Partner waiting for customer or has overlapping job)
Once the estimate is accepted, that slot gets blocked for you. System to ensure new job after old one is completed.