How On-Demand Service Platforms Can Enhance Safety And Trust

Businesses like Uber, Lyft, TaskRabbit, DoorDash and others can help consumers quickly and easily catch a ride, arrange dinner delivery, take care of household chores and more. But convenience can’t trump confidence: Both customers of on-demand service delivery businesses and the contractors who work for them need to feel assured that all interpersonal encounters will be physically safe. Further, these businesses’ digital platforms must provide consistent service and a positive UX while rigorously protecting all users’ private information.

Customers of and contractors with on-demand service platforms need to know the companies they’re dealing with are reliable and make safety, digital security, accountability and communication top priorities. Below, members of Forbes Technology Council detail specific, actionable ways these increasingly popular businesses can enhance safety and trust—for everyone involved.

1. Partner With Local Governments For Licensing And Verification

On-demand platforms can improve safety by partnering with local governments to mandate public, searchable service provider licensing, ensuring compliance with state safety laws. Additionally, platforms can enhance trust by implementing a biometric ID verification system for users, making all parties accountable and safeguarding interactions for everyone. – Morgan Shuler, CocheVia

2. Combine Biometric Authentication And Behavioral Analytics

Implementing a real-time verification system that combines biometric authentication with behavioral analytics can significantly enhance user trust and safety on service platforms. This dual-layer approach not only confirms identity, but also flags suspicious patterns, creating a more secure environment for both service providers and customers. – Darshan Kapashi, Socratic

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3. Use AI For Real-Time Monitoring Of Low-Rated Providers

A safer community should be the goal. If a provider receives low ratings, the platform can leverage AI to closely supervise ensuing jobs. This way, extra safety precautions are seamlessly applied as required. Real-time monitoring and swift issue resolution ensure enhanced safety, fostering user trust. By harnessing technology, these companies can prioritize user safety and satisfaction without compromise. – Amit Samsukha, Emizen Tech

4. Adopt Banking-Level Authentication Standards

On-demand platforms should learn from the banking and financial sector to enhance trust and security, from requiring multifactor authentication for every transaction to using voice or video-based authentication. It’s not only subscribers or customers who need authentication—providers like drivers and delivery workers need to be authenticated and validated for each transaction. – Rajat Sharma, NGN Advisory

5. Conduct Ongoing Identity Checks

One practical step is implementing ongoing identity checks that go beyond a one-time background screening. By regularly verifying both service providers and customers—monitoring recent infractions and/or security concerns—businesses can respond to red flags in real time. This fosters a safer environment and reinforces transparency, ultimately building lasting trust on all sides of a transaction. – Abhishek Gandotra, Green Dot Corp

6. Create Blockchain-Based Reputation Systems

Implement a blockchain-based reputation system. This creates an immutable, transparent record of user and provider interactions across platforms. It incentivizes good behavior, increases accountability and allows portability of reputation scores. For example, a highly rated Uber driver could easily onboard on TaskRabbit, enhancing trust and safety across the on-demand economy. – Brando Murphy, DeepLink Protocol

7. Take A Multilayered Approach To Risk Detection

Building trust and ensuring safety in identity verification requires a multilayered approach to risk detection. On-demand service platforms can strengthen security by adopting a continuous, context-aware approach rather than relying solely on one-time onboarding checks. Introducing an official trust score can reinforce user confidence by signaling adherence to industry-leading best practices. – Dan Yerushalmi, AU10TIX

8. Add A Distress Call Feature

A common factor that connects all on-demand service platforms is the presence of an unknown person. A must-have feature for all such apps is a distress call service that enables a user to send out distress notifications to emergency contacts and first responders with the click of a button—even when their phone is locked. Such a feature benefits both the service provider and the customer. – Ranjitkumar Sivakumar, Amazon

9. Provide Customer-Centric Support

On-demand platforms must prioritize customer-centric support to build trust. Many make it difficult to reach a human, let alone resolve issues efficiently. Providing 24/7 accessible, human-led support; clear resolution policies; and proactive guarantees can improve user confidence. A seamless, reliable customer service experience will drive loyalty and long-term platform trust. – Mohan Kumar, AtoB

10. Shift To Proactive Trust-Building

On-demand platforms must shift from reactive safety to proactive trust. AI-driven behavioral insights can detect risk before escalation, ensuring safer experiences for users and providers alike. By analyzing real-time data—like route deviations, repeated low ratings and unusual behaviors—platforms can intervene before trust is broken. Embedding trust into data models, not just policies, will help a platform lead the industry. – Jeremy Barnett, RAD Intel

11. Use Multifactor Confirmation For Transactions

We often talk about using multifactor authentication to confirm a person is who they say they are. Multifactor confirmation can confirm that a person is who they say they are and that a transaction took place as expected. For example, it’s beneficial for all parties for a customer of a ridesharing service to confirm they got picked up and dropped off and that service was rendered exactly as requested. – WaiJe Coler, InfoTracer

12. Create AI-Driven Trust Scores And Dynamic Insurance

On-demand platforms can implement AI-driven “trust scores” that update in real time by analyzing behavior and reviews and detecting anomalies. Coupled with dynamic insurance coverage that adjusts per ride or task based on risk factors, this ensures safer interactions while boosting user confidence. – Sumit Bhatnagar

13. Form A Trust Consortium Across Platforms

An impactful step for on-demand service platforms would be forming an industrywide trust consortium. This shared database would flag repeat offenders and risky behaviors across all major gig apps. That way, a driver or user barred on one platform couldn’t just hop to another. Think of it like a neighborhood watch for the gig economy—more transparency, fewer bad actors and safer experiences for everyone. – Murugan Lakshmanan

14. Leverage Voice AI For Risk Detection

Drivers could be required to keep mics on during journeys. A voice AI system could then analyze vocal tones, volume and word patterns (without recording) to detect escalating situations such as disputes or intoxication. When a risk is detected, the system could trigger tiered safety responses ranging from voice alerts to human intervention to calling emergency services, ensuring proactive risk management. – Xingjian “XJ” Zhang, Apex.AI

15. Prioritize Platform Reliability

Reliability is the biggest differentiator for on-demand services. Imagine trying to order an Uber at midnight, only to find the app is down. In that moment, do fancy deals or payment options matter? Reliability is often taken for granted. It’s not a flashy customer feature, nor does it get much love from internal teams. But when an on-demand service has an outage, the news is 100 times louder than any public relations campaign. – Tanu Mutreja, HP Enterprise

16. Make Pricing Crystal Clear

One way on-demand platforms can boost trust is by making pricing crystal clear. Too often, hidden fees and confusing charges only show up at checkout, leaving customers frustrated. If platforms break down costs up front for subscriptions, vendor fees and service charges, it builds transparency, trust and a better experience, and users know exactly what to expect before they order. – Jitender Jain, JitenderJain.bio