Few companies have had such a disruptive impact on how we travel, eat, and earn as Uber. Over the last decade, the service provider has increasingly become a part of everyday life.  

By facilitating a more convenient and on-demand form of transport and delivery, Uber’s platforms save time, expand mobility, and create new business for merchant partners and the hospitality industry. And Taiwan in particular has been quick to take advantage of these benefits. 

“Taiwan is one of our most important and profitable markets globally,” says Saskia De Jongh, Uber Eats’ regional general manager for Asia Pacific. “If you look at the size of the population and the island, it’s punching way above its weight. We have 70,000 merchants delivering food and daily essentials to consumers every day in Taiwan.” 

The online food delivery industry has a unique relationship with users in a three-way structure that includes consumers, restaurants, and couriers. This structure is what enabled Uber to unlock an estimated NT$129 billion in economic value for the Taiwanese economy in 2021 through facilitated earnings for partners and wider induced multiplier effects throughout the company’s supply chain. 

But Uber’s impact spans much further than the economy. Equally important, it offers a flexible earning alternative to traditional employment that fit the unique circumstances of its drivers and couriers.  

“Drivers consistently tell us that what they like about partnering with Uber is the flexibility,” notes De Jongh. Flexible hours is considered particularly important, as many taxi driver- and delivery-partners balance their time on the Uber app with jobs, platform work, education, or family responsibilities.  

Converting this convenience into monetary value, a report by global strategic consultancy Public First estimates that the increased flexibility was worth as much as NT$7 billion to taxi driver- and delivery partners in 2021. 

Meanwhile, food delivery platforms like Uber Eats have increased access to a wide range of high-quality food and groceries. According to Public First, 82% of Uber Eats users say food delivery apps have made it easier to discover new restaurants, and 76% say apps helped improve quality of life during pandemic-related restrictions. 

In fact, the value of Uber Eats became more evident than ever during the pandemic, when restrictions threatened the livelihoods of small- and medium food enterprises, which represent 70% of Uber’s merchants. During the height of the pandemic in 2021, Uber Eats helped drive NT$10.3 billion in additional revenue to restaurant partners. It was also the first food delivery app to introduce the “Leave at Door” function, allowing contactless delivery.  

The solution enabled restaurants to keep their establishments open during dining-out restrictions while keeping couriers and customers safe from close contact. As a result, 76% of Taiwanese Uber Eats users agree that food delivery apps helped improve their quality of life during the pandemic. Much of this is due to business owners’ willingness to adopt digital solutions. 

“Taiwanese merchants are very open to taking their business online,” says De Jongh. Thanks to the openness to the digital economy here, we’ve been able to work with more traditional businesses, like traditional grocers and wet markets, and bring them into the digital age and in contact with digital users.” 

Focus on safety permeates Uber’s operations. The company promotes safe deliveries in a multitude of ways, from ensuring people arrive safely to their destination to confirming couriers on two-wheeled vehicles wear helmets during deliveries. Uber has also implemented mandatory safety training for couriers and drivers and uses digital solutions that enable riders to let friends track their journeys.  

“I’m personally proud that one of our company values is safety – it’s considered the key to the success of our business,” says De Jongh. “To keep our partners safe on the roads, we’ve collaborated with government, unions, and the private sector, and we have a Head of Safety in Taiwan who’s dedicated to helping us reach our goals in this area.” 

Uber’s commitment to Taiwan is only increasing moving forward, notes De Jongh, citing several reasons for this strong commitment. Firstly, she says, Taiwan is a source of top-tier talent, which prompted Uber to expand its office and invest in new facilities. Secondly, De Jongh sees opportunities to create even more economic opportunities for drivers and merchants.  

“We’d like all merchants in Taiwan to be successful by using our technology,” she says. “A well-functioning three-sided marketplace platform will allow all players to win. Together with successful merchants and delivery partners, we can provide our users with best-in-class experiences and convenience.” 

But Uber cannot achieve these goals alone, notes De Jongh.  

“We have to work with policymakers and co-create a dynamic regulatory framework that can help ensure the success of everyone who relies on our platform,” she says. “As a leader of this new economy, we have much to share with policymakers that we believe will benefit other companies and startups in Taiwan as well.”