An interesting experience with Uber last evening in Udaipur, where we are attending a dear friend’s wedding. Do read it in the context of this piece that underscores the concerns of operators in small cities across India and reminds us that the ‘bharosa’ that comes in with informal practices is often what makes systems tick in our country.

So last night we call an Uber to our hotel. As we get comfy and name our destination, the driver’s face falls. The destination is out of his range of coverage, he informs us. No amount of cajoling, offering extra money, nothing will make him go there. But he offers to drop us to the nearest intersection from where we request our friend to send us a car.

The intersection is rather deserted, but lit, and our driver is genuinely concerned about our comfort and safety. He is also visibly distressed about having to do this, but a recent Uber joinee and clearly not comfortable with taking risks as yet. Most of all, he is very relieved that we are not making a fuss. “Uber ke customers samajhte hain (Uber customers understand),” he tells us, in defense of his decision to drive Uber instead of Ola, the more popular app-based cab operator in these parts. Ola would probably have taken us to our destination, he adds, laughing!

Clearly, provisions for flexibility are a double edged sword for tech-enabled services. What is a higher priority- customer service or control over drivers who are expected to game the system? In a country where gaming the system is the system, it is quite a hilarious situation!