Scheduling your shifts in the Uber Driver app

*This update only applies to couriers in the Netherlands.

To schedule shifts, couriers in the Netherlands use Planner - a scheduling tool in the Uber Driver App.  Planner is enhanced with a phased booking system that rewards reliability by giving you earlier access to shift booking.

What to Expect with Planner

• Couriers in the Netherlands schedule shifts directly in the Uber Driver app using Planner instead of using your staffing agency’s app (excluding under 18 years old).
• Every Friday, you can select your preferred delivery zone and times for the entire upcoming week (Monday - Sunday).
• The timing for booking shifts every Friday is dependent on the Group you are in that week. Read below to learn more about Groups.
• Your Uber Eats deliveries and your employment with your staffing agency remain the same.
• To start your shift, you must be within your reserved delivery zone.

How Planner Works

1. During the week, you will be able to schedule shifts for the same week, as long as they are available. 
2. New shifts are released every Friday from 10am for the upcoming week (Monday - Sunday). You will access Planner based on the group  assigned for that week (more information below).
3. Schedule your shifts in Planner in the Uber Driver app by selecting a time slot and delivery zone.
4. You may select multiple zones and multiple time slots within Planner.

How Groups Works

Couriers are assigned to a group based on their performance. Your group determines when you can start booking your delivery shifts on Planner each week. Those who provide a reliable service by consistently following work requirements get priority access to Planner.

Every Wednesday at 9 am, you will receive an in-app message and email showing your group, which is based on your performance in the previous week review period (Monday–Sunday).

Your group each week is based on your Shift Adherence, On-time Rate, and End of Shift Acceptance Rate. Based on your metrics, your group might change every week.

• Shift Adherence (SA) -  percentage of your actual online time during your shift compared to the time you booked in Planner, including "no-shows", late starts, and early ends.
• On-Time Rate (OTR) - percentage of pickups and drop-offs completed within the expected time shown in the app. This measures how often you arrive at the restaurant and customer on time.
• End of Shift AR (EOS AR) - percentage of delivery requests that would go beyond your scheduled shift end time and that you chose to complete. These delivery requests may require a few minutes of work beyond the scheduled shift end time.

Note:

• The time spent waiting at the store or restaurant once you have arrived will NOT count towards or affect your On-Time Rate. Similarly, waiting for the customer after you’ve arrived at the drop-off will not count towards or affect your On-Time Rate.
• Shift Adherence is calculated strictly from the scheduled start time to the end time of the scheduled shift in Planner.

How Delivery Zones Work

• On the day of your shift, make your way to your reserved delivery zone. This is the starting point of your shift and the area where you should be situated during your shift unless you are on a delivery. 
• You must be within the boundaries of your reserved zone at the scheduled time to go online.
• In some instances, you may get deliveries outside of your delivery zone or in other zones. You can continue to make those deliveries as usual. 
• After completing the delivery, travel back to your reserved delivery zone to get new trip deliveries.
• Avoid going offline during your shift.

Read the FAQs below to learn more!

Frequently Asked Questions:

What is Planner? 

Planner is a scheduling tool in the Uber Driver app that lets you schedule shifts up to 10 days in advance, ensuring access to go online during your selected time, within your delivery zone.

How do I sign up for a shift in Planner?

1. Open the Uber Driver app and tap the menu to access Planner.
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2. Select the date and delivery zone where you want to start your shift. Zones in your area and booked shifts are available as filters to help you quickly find relevant shifts. Tap to schedule a shift, and tap again to remove it if needed. Clicking on an available shift will immediately confirm and book it.
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3. If you attempt to book a shift that conflicts with an existing one, you will see a confirmation message prompting you to confirm the replacement. If any other rule is violated, an error message will be shown.
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4. When bookings for a new week have not yet started, you will not be able to see or book any shifts. Shift slots become visible once the weekly booking window opens. Additionally, you  will only see available slots during an active booking period.
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5. You can schedule multiple shifts in different zones as long as there is at least a one-hour break between each shift.
6. Be within your reserved delivery zone at the scheduled time to go online and begin your shift. View zone boundaries for your city here.

Where are the zones?

There are several zones across the Netherlands, but you will only see the ones most relevant to you when you schedule shifts in Planner. View zone boundaries here.

Can I accept deliveries outside of my starting zone?

Yes! Your reserved zone is where you need to be to go online and start your shift. Once online, you may get deliveries that take you to other zones, which you will complete as usual. After completing your delivery, make your way back to your delivery zone to get new trips. 

What if I’m late for my shift or need to cancel?

You can cancel up to 3 hours in advance if you can’t make it to your shift for some reason. If you’re late, you can still go online, but it will impact your attendance record. In case of sickness, if you need to cancel within the hour of your shift start, please reach out to your staffing agency directly. 

Where do I check my current group?

You can find your current access group in your inbox in a message titled Groups to Access Planner Are Now Available. Groups will be announced every Wednesday at 9 AM.

How often does my group reset?

Groups reset every week based on last week’s data, Monday to Sunday, on Shift Adherence, On-Time Rate and End of Shift Acceptance Rate.

I’m  a new courier. When does my group kick in?

As a new courier, you will automatically start in Group 2 for your first 2 weeks. After that period, your group will be assigned based on your metrics.  

What happens if I haven’t worked recently or have been inactive for a while (e.g., due to a holiday)?

You’ll keep your current group for up to six weeks of inactivity. After that, you’ll be temporarily moved to a Group 3 until new data becomes available.

What happens if I don’t want to work past my shift's end time?
Occasionally an order may take you slightly beyond the end of your booked shift time to complete. In case you don’t want to work overtime –after the booked end time of your shift– you have the flexibility to decline any order that would take you beyond your booked shift end time.

For instance, if your booked shift time concludes at 21:00 and you are sent an order at 20:30 with an estimated completion time of 40 minutes (ending at 21:10), you can reject that delivery request. If you decide to accept the order, you will be paid for the additional time. If you do not complete the order, you will not be paid for any additional time.

Please note: This flexibility applies only to orders that extend past your booked shift end. You are still required to complete all orders that you receive during your shift that can be finished within your booked shift time. All time worked past your scheduled shift hours will be compensated accordingly.

How is my Shift Adherence calculated? 

Your Shift Adherence (SA) is based on how long you are online during your scheduled shift times in Planner—from the scheduled  start time to the scheduled end time of your shift. Time spent online before or after your scheduled shift (overtime) is not included in the calculation. For each cycle, SA is calculated using a review period of the previous week, starting on Monday.

For example: If you schedule a 4-hour shift but start your shift 1 hour late and are online for only 3 hours during your scheduled time, your SA would be 75% (3 hours online / 4 hours scheduled).

How do I increase my Shift Adherence?

Be punctual and consistent with the hours you schedule on Planner. Avoid showing up late and ending your shift earlier. In case you are not able to attend your shift remember to cancel your booking on time. If you are no longer able to work during your shift, make sure you go offline.

How is my On-Time Rate  calculated?

Your On-Time Rate (OTR)  is the percentage of pick-up and drop-off trip arrivals completed within the expected time shown in the app, out of the total trip arrivals within the review period. For each cycle, OTR is  calculated using an evaluation period  of the previous week, starting on Monday. 

How do I increase my On-Time Rate?

To increase your On-Time Rate, arrive punctually at pickup and dropoff locations. Stay responsive to app notifications and avoid unnecessary delays.

Please always follow all safety and traffic laws. If you’re running late due to something outside of your control, do not rush. After you receive your group assignment, you can submit an appeal through the app if needed.

How is my End of Shift Acceptance Rate  calculated?

Your End of Shift Acceptance Rate (EoS AR) is determined by the accepted orders received during a shift that may require a few minutes of work beyond the scheduled shift end. For each cycle, EoS AR is calculated using a review period of the previous week, starting on Monday.

How do I increase my End of Shift Acceptance Rate? 

Accept and complete deliveries that extend slightly past your shift end, and plan your schedule with a small buffer of extra time. Staying flexible near the end of your shift helps maintain a strong EoS AR.

_Disclaimer:

Uber reserves the right to change this program at any point. You will be notified when any changes are made to the program.