Temporary Blacklistings SOP V1.4

Overview 

This process document is to guide OS agents/Leadership and CSM’s on the process that needs to be followed when a Branch Requests to have an area temporarily blacklisted.

1. POPI Branch Verification

• When inbound contact is made by a branch related to any of the below scenarios. Agents must ensure they follow the POPI Security Questions.
• All security vetting questions related to inbound and outbound branch contacts can be found in the POPI FOOD CS SOP
• Verification to be used when branch requests via inbound call.

Branch Blacklisting Request

The branch should only be requesting a blacklisting for something that is preventing them to deliver into an area

Any Permanent Blacklisting requests will follow the Temporary Blacklisting Process first. Mr D Food Operations must be informed of Permanent Black listing request. Once a full investigation is completed Mr D Food Operations would decide to implement permanent blacklisting

Possible reasons for Temporary Blacklisting: Extreme Weather Strikes or Roadblocks Accidents on main Roads  Dangerous areas City wide events

Possible reasons for Temporary Blacklisting: Driver Security Poor quality of road infrastructure Inability to secure quality delivery of the order

Branch Blacklisting Process Steps

1. Receive Request From Branch via Zendesk:

• The branch will send a request for an area to be blacklisted. Ensure the following is included:
  
  • A screenshot of the area that needs to be blacklisted [ you need to add the image as an attachment]
  • If it is not included - Call the branch and request it.
• All requests for Temporary blacklistings has to be confirmed telephonically
• Assign the Zendesk ticket with all the information to the TL on duty - Ensure to tell them verbally of the ticket too. The ticket should be submitted as OPEN

2. Action by Leadership (Not Including Dangerous Areas):

2.1 Inform Whatsapp Group

• Post the blacklisting request on the whatsapp group “Mr D Food Blacklistings” in the following format:
  • Branch Name
  • Hub Code of Affected Area
  • All required Information received & confirmed via Call
  • Clear Image of the Area to be Blacklisted 
  • Duration if an Event
• If there is no response on the whatsapp group call Robyn Walker on 0744662938
• If it said to have been completed, confirm the blacklisting on allocation Admin.

2.2 Complete Zendesk Ticket

• Once it is confirmed then go to the Zendesk ticket in your box and apply the “Mr D Food > Temporary Branch Blacklistings” Macro
• The following people needs to be CC’d in the ticket:
  
  • CC in [e-mail]
  • CC in the Franchise Manager for the Branch -See the list here
• Branch should already be included as they sent the request ticket - If not CC them too
  
• Submit the Zendesk ticket as solved

3. Action by Leadership (For Dangerous Areas Blacklistings)

3.1 Inform Whatsapp Group

• Post the blacklisting request on the whatsapp group “Mr D Food Blacklistings” in the following format:
  • Branch Name
  • Affected Area
  • All required Information received & confirmed via Call
  • Image of the Blacklisting request
• If there is no response on the whatsapp group call Robyn Walker on 0744662938
• If it said to have been completed, confirm the blacklisting on allocation Admin.

3.2 Complete Zendesk Ticket

• Once it is confirmed then go to the Zendesk ticket in your box and apply the “Mr D Food > Temporary Branch Blacklistings” Macro
• The following people needs to be CC’d in the ticket:
  
  • CC in [e-mail]
  • CC in the Franchise Manager for the Branch -See the list here
• Branch should already be included as they sent the request ticket - If not CC them too
  
• Assign ticket to Food::Operations
• Submit the Zendesk ticket as Open

4. Action by MOD: Removing Temporary Blacklisting

• First thing next morning, Check all Blacklistings for the previous day on the Mr D Food Blacklistings Whatsapp group.
• Use the Temporary Blacklisting Removal macro to confirm with the different branches whether the temporary blacklisting/s can be removed. CC the FM and FCC when sending the Macro. Find the TDT contact list here.
• If there is no response from the branches by 09:00, ensure to send the list of blacklistings to be removed to Nigel or Robyn Walker on the Temporary Blacklistings Whatsapp Group.
• If there is no response on the whatsapp group call Robyn Walker on 0744662938
• If it is said to be completed, confirm the blacklisting on allocation Admin.

 

NB: At end of day, check if there are any temporary blacklistings still on, if there are, send a list on Whatsapp group

5. Action by On duty CSM: Follow up on Active Temporary Blacklisting

Blacklisting Reason	Follow-Up Time
Road Closures	Every hour, unless hub has provided an expected time for roads to re-open
Protest/Strike	Every 3 hours
City Wide Events	Every 30 min past end time if not removed. Hub to provide start and end time

 

6. Action by Leadership: Weekly/Daily Reporting

This report needs to be combined with the weekly Enable/Disable Reporting, find the information here

Note: 

• This only means the daily report does not have to be sent out
• The weekly report still has to be sent out as per normal
• The Sheet/Tracker for disabled branches still needs to be updated as per normal.

6.1 Compile Report

• Log into Zendesk
• Click on reporting to the left
  

• Click on Insights
• Set the dropdown to “Mr D Food”
• Select the RS/OS Contacts Tab

• Find the Zendesk report called “Branch Temporary Blacklisting”. This will show you a list of all temporary blacklisting tickets created the previous week.

• At the bottom of the weekly Enable/Disable report include every branch that had a blacklisting with the image of the area that was blacklisted too. If there were no Blacklistings please add a sentence stating there was no branch blacklistings the previous week.