Delivery Drivers: From "Liabilities" to Essential Assets in Last-Mile Delivery

The last-mile delivery landscape has changed dramatically over the past few decades, but much of the industry’s philosophy remains stuck in the past.

Today, delivery drivers are often seen as liabilities rather than as the valuable contributors they are. To understand how we got here, let’s take a step back.

The Roots of Last-Mile Delivery Philosophy

The last-mile delivery model we use today originated during the pre-e-commerce period, when B2B dominated the market. Back then:

• Delivery addresses were predictable and constant.

• The number of daily stops varied very little.

• Schedules were set well in advance.

• Two-way communication between delivery teams and clients ensured a higher chance of success.

When computing systems were introduced in the 1980s, they revolutionized delivery processes. These systems were designed to give planners and dispatchers complete access to all relevant delivery information. This meant that delivery drivers became "transparent links" in the chain; simply executing instructions rather than making decisions.

The Problem: Applying Old Models to E-Commerce

When e-commerce emerged, this philosophy was already embedded in the delivery chain. The systems, processes, and funding priorities were focused on scaling to meet rapid growth, but they were based on the old B2B model.

Unlike B2B deliveries, however, e-commerce last-mile delivery is unpredictable and complex. It involves:

• Constantly changing addresses and delivery stops.

• Dynamic schedules and fluctuating volumes.

• One-way communication methods (from carrier to customer), which don’t guarantee success.

Despite these challenges, the systems still treat delivery drivers as if they were simply extensions of the software. Their real-world knowledge, adaptability, and decision-making skills remain undervalued and underutilized.

The Need for a Shift in Mindset

In today’s e-commerce-driven delivery chain, drivers are no longer just a link, they’re the ones navigating the final, and often most challenging, step. They deal with real-time obstacles and are ultimately responsible for the customer’s experience.

To truly succeed in the last-mile delivery industry, companies must recognize the value of their drivers. Empower them with the tools, trust, and decision-making capabilities they need to excel.

It’s time to move beyond outdated philosophies and create a system where drivers are seen as the assets they are.

What would it take for the industry to shift its perspective on drivers? Share your thoughts!