How Dispatch Tech is Helping Companies Tackle Delivery Driver Shortages

Written by Roy Moody, CEO of vWork 

It’s estimated that Australia’s transport and logistics workforce will see 4.6% growth between 2021 and 2026, but data compiled by the National Skills Commission shows turnover and recruiting difficulty is substantially higher among truck drivers compared to most other occupations.  

As demand for workers in the transport and logistics space is set to exceed supply, companies are facing increasing pressure to think outside the box when it comes to minimising the risks of operational disruption and inconsistent service. Unsurprisingly, the latest ABS figures show reliance on labour-hire workers in the transport space is rising. 

In a challenging environment where driver experience and knowledge can’t always be guaranteed, especially when contract workers are becoming increasingly integral to fleet management, implementing the right dispatch technology will be key to ensuring positive last-mile delivery experiences for customers. 

In what could be regarded as a seismic shift from reliance on driver knowledge to tech-driven tools, there are several ways dispatch solutions can support last-mile delivery processes as companies battle the challenges of more fluid workforces.  

Centralising critical learned knowledge 

Dispatchers have traditionally relied on the learnings and wisdom of delivery drivers gained from their years of work. For example, this knowledge might include critical information about deliveries and their customers, such as how to load and appropriately store goods in transit, the best drop-off point on larger-scale work sites, and even access codes or precise office locations within buildings. All these factors, although seemingly small in isolation, can have a huge impact on the efficiency of last-mile deliveries and consequently, customer satisfaction.  

Sophisticated dispatch solutions ensure critical delivery intelligence is centrally recorded against a customer’s digital profile. In practice, this means dispatchers can confidently assign jobs to drivers who have little prior knowledge with peace of mind they have access to the information required to complete jobs efficiently and to the standard expected by customers. Even if regular deliveries are assigned to different drivers each time, customers can always expect a consistent level of service.  

Thinking like a local road user: Real-time route optimisation 

One of the biggest pitfalls of using labour-hire workers in the last-mile delivery space is that drivers, even though they may be highly experienced in the job, might not be local to the areas they’re required to cover. Traditionally, a lack of local area knowledge can have a huge impact on the efficiency and quality of the last-mile service because drivers may be unaware of typical traffic patterns or even shortcuts.   

Using smart algorithms, a dispatch solution with integrated mapping technology, will optimise delivery routes in real-time to ensure drivers always follow the most efficient path, minimising travel time and reducing carbon footprint.   

Giving the customer a voice and transparency  

In the last-mile delivery space, feeling ‘left in the dark’ around delivery updates or powerless to help drivers facilitate efficient drop-offs or handovers are common customer pain points. As companies navigate high driver turnover or even staff shortages, features such as real-time delivery tracking or allowing customers to message drivers directly will have a positive impact on the efficiency of deliveries as well as the overall customer experience. Regardless of driver experience, customers value superior tracking capabilities and the ability to participate in the journey through direct communication – and it’s fair to say these features are very often responsible for turning what could be a negative customer experience into a positive one.    

Integrating delivery tech with other business functions 

A more fluid workforce, which might be made up of casual or contract delivery drivers, can lead to added complications when it comes to managing invoices and payments for workers. Dispatch solutions that integrate with other business systems like invoicing software can alleviate the headaches and improve accuracy by automatically sharing important information to support accounting practices. The number and nature of jobs undertaken by drivers, the distances travelled, and the time on the road can all be recorded without human intervention, supporting seamless and accurate payment processes.  

The transport and logistics industry are booming, no doubt largely driven by the rising demand for fast and efficient goods deliveries. But without bringing dispatch processes into the modern era, the sustainability of growth for some companies may be in question. With the right dispatch solution, companies are enabled to confidently tap into alternative sources of talent while being better equipped to train and develop new and inexperienced delivery drivers, instead of relying on legacy staff.