It’s hard to spread the word when you don’t even know who your colleagues are. But the couriers have an idea. They open their apps as customers and order food to be delivered to them. As UberEats couriers arrive with pizzas at the place their app has sent them, the strikers tell them about the protest and urge them to join in. Algorithmic management, meet algorithmic rebellion.
Deliveroo’s algorithm monitors couriers closely and sends them personalised monthly “service level assessments” on their average “time to accept orders”, “travel time to restaurant”, “travel time to customer”, “time at customer”, “late orders” and “unassigned orders”. The algorithm compares each courier’s performance to its own estimate of how fast they should have been. An example from one of Kyaw’s assessments: “Your average time to customer was less than our estimate, which means you are meeting this service-level criterion. Your average difference was -3.1 minutes.”