Department: Field Operations

Policy Purpose: To maximize daily efficiency, minimize technician windshield time, and clearly define the geographical boundaries for standard and out-of-bounds dispatching. Efficient routing directly impacts customer wait times and overall profitability.

1. Defining the Primary Service Zones

Contractors are assigned to specific geographical zones to ensure rapid response times.

• The Standard Radius: A standard service zone typically covers a 20 to 30-kilometer radius from the contractor's starting point.

• Zone Overlap: In dense regions like Metro Vancouver, a contractor stationed in Burnaby may frequently cross over into Coquitlam or downtown areas. Contractors are expected to accept dispatches within their designated primary zone without hesitation.

• Refusing a Primary Dispatch: Repeatedly rejecting jobs within your assigned primary zone due to traffic preferences will result in a review of your dispatch priority.

2. Dispatch & Route Optimization

Efficient routing requires anticipating local traffic patterns, not just blindly following a GPS.

• The "Next Best" Algorithm: The dispatch hub assigns jobs based on proximity and battery inventory. Always review your entire daily queue before departing to avoid backtracking.

• Anticipating Bottlenecks: Contractors must factor in local geography. If you are routing through a major urban center or crossing bridges during rush hour, add a 15-minute buffer to the ETA provided to the customer.

• Customer Communication: If an accident or severe gridlock extends your ETA by more than 15 minutes, you must call or text the customer immediately: "Hi, this is your MobileBattery tech. I'm currently stuck in heavy traffic, but my GPS shows I will be there in exactly 25 minutes. Thank you for your patience."

3. Out-of-Bounds & Extended Distance Requests

Occasionally, a customer will request service outside of the standard operational radius (e.g., a breakdown far up the Sea to Sky Highway or deep into a rural county).

• Extended Service Fees: Jobs that fall outside the standard radius incur an automatic out-of-bounds mileage fee. This fee is calculated by the hub and must be collected from the customer.

• Contractor Discretion: Out-of-bounds dispatches are generally optional for the contractor. You may accept them if your schedule permits, but you are not penalized for declining a job that is 50+ kilometers away.

• Inventory Verification: Never accept a long-distance, out-of-bounds dispatch without physically verifying that you have the correct battery tier and size (e.g., the exact Group 27 or Discover EV Dry Cell) strapped into your vehicle. You cannot afford to drive an hour each way only to realize you are out of stock.

4. Tolls, Ferries, & Paid Parking

Navigating specific regions often involves unavoidable transit costs.

• Toll Roads & Bridges: Standard road and bridge tolls incurred while navigating to a job within your primary zone are the responsibility of the contractor as part of regular business expenses.

• Paid Parking: If a customer's vehicle is located in a paid parking garage (e.g., near Stanley Park or a downtown commercial center) and there is no loading zone available, the contractor must pay for the short-term parking. Save the receipt, as this can be written off as a business expense on your taxes.

• Ferries & Extreme Access: MobileBattery does not dispatch standard service vehicles onto ferries or strictly off-road locations. If a customer is located on an island or at an off-road campsite, they must bring the vehicle to a serviceable mainland/paved location.

5. Staging & Positioning

When you do not have an active dispatch, do not waste fuel driving aimlessly.

• Strategic Staging: Park your vehicle in a safe, central location within your zone with easy access to major highways or arterial roads.

• Vehicle Readiness: Use staging downtime to reorganize your battery inventory, ensure your tools are clean, and verify your jump-pack is charging.