10 of 10 questions

What is the role of a Route Manager on Rideon by Citrus?

The Route Manager Account is designed for PSV organization staff responsible for overseeing specific routes. As a Route Manager, you handle fare collection, debt management, real-time performance tracking, and reporting for your assigned route. You act as the link between drivers on the ground and the PSV Organization Admin.

Key Responsibilities:

  • Fare Collection Management: Oversee all fare collection activities on your route
  • Debt Management: Monitor and manage outstanding balances and penalties
  • Real-time Performance Tracking: Track route performance metrics continuously
  • Route Reporting: Generate and submit regular reports to administration
  • Driver-Admin Link: Act as the communication bridge between drivers and organization admin

Route Managers have full access to their assigned route's financial and operational data while maintaining Kenya DPA 2025 compliance.

How does the Route Manager track fares in real time?

Rideon automatically records all passenger fares, whether collected through M-Pesa STK Push or marked as cash payments. This ensures Route Managers always have an up-to-date view of financial and operational performance.

Dashboard Features:

Total Fares Collected

Real-time tracking of daily fare collection totals

Active Drivers & Vehicles

Live status of all drivers and vehicles on your route

Outstanding Balances

Instant view of pending payments and route balances

Passengers Served

Trip-by-trip passenger count and service metrics

Real-time Updates: All data refreshes automatically every few seconds to ensure accuracy.

Can Route Managers use M-Pesa to collect payments?

Yes. The platform integrates directly with M-Pesa for seamless fare management.

M-Pesa Integration Options:

STK Push (Recommended)

How it works:

  1. Passenger enters their phone number
  2. M-Pesa prompt is sent automatically to their phone
  3. Passenger enters PIN to confirm payment
  4. Payment recorded instantly on the platform
Instant Recording No Surcharge Secure

Cash Mode (Manual Recording)

Important Notes:

  • 20% surcharge applies to all cash payments
  • Route Manager must settle Rideon's share within 30 minutes
  • Settlement done via M-Pesa to platform account

Cash mode is for exceptional circumstances only. M-Pesa STK Push is strongly recommended.

Direct Platform Integration: All M-Pesa transactions are automatically logged and reconciled with zero manual intervention required.

How are outstanding debts and penalties handled?

The platform provides a comprehensive Debt Management system that ensures debts are cleared fairly and transparently.

Debt Management Features:

Outstanding Balances Tracking

Real-time monitoring of all outstanding balances per route

M-Pesa Settlement

Instant debt clearance via M-Pesa integration

Penalty Distribution

Automated 50/50 split between Rideon and drivers

Penalty Escalation Structure:

Stage Timeframe Penalty Rate Action
Initial 1-7 days overdue +5% SMS/Email reminder sent
Intermediate 8-14 days overdue +15% Account restrictions applied
Maximum 15+ days overdue +50% Full account suspension

Penalty Distribution (50/50 Split):

Rideon Platform 50%
Route Drivers 50%

What performance metrics can Route Managers monitor?

The Route Manager Dashboard and Reports page provide detailed analytics to help you optimize operations and ensure compliance.

Available Performance Metrics:

Passenger Trips per Day

Track daily passenger volume and trip frequency across your route

Operational

Cash vs M-Pesa Split

Payment method distribution and preference trends

Financial

Driver Compliance %

Percentage of drivers meeting route requirements and standards

Compliance

Debt & Penalty Trends

Historical analysis of outstanding balances and penalty patterns

Financial

Total Route Revenue

Comprehensive revenue tracking and growth analysis

Financial

Cleared Balances

Successfully settled debts and payment completion rates

Financial

Actionable Insights

These metrics help Route Managers make data-driven decisions to improve route efficiency, increase revenue, and maintain high compliance standards.

How can fare disputes with passengers or drivers be resolved?

Fare disputes are minimized by using standardized fares set by the PSV Organization Admin. However, when disputes arise, the platform provides comprehensive resolution tools.

Dispute Resolution Process:

1

View Fare Breakdown

Access detailed fare calculations including:

  • Base fare amount
  • Distance-based charges
  • Service charge/fees
  • Any additional charges
2

Check Digital Payment History

Review complete transaction records:

  • Timestamp of transaction
  • Payment method used
  • Transaction reference number
  • Payment confirmation status
3

Use Verification Tools

Platform provides built-in tools to:

  • Search transaction history
  • Export payment records
  • Compare fare patterns
  • Verify authenticity
4

Escalate to Admin

If disputes cannot be resolved at route level:

Cases can be escalated to the Organization Admin Account for further intervention and final decision.

Dispute Prevention

The use of standardized, transparent pricing and automatic digital recording significantly reduces disputes before they occur.

Can Route Managers communicate directly with drivers?

Yes. Route Managers have access to driver-route assignment information and can coordinate with all drivers linked to their route through multiple communication channels.

Communication Features:

Driver-Route Assignment Access

View complete information about all drivers assigned to your route, including contact details and vehicle information.

Direct Platform Messaging

Send messages directly through the Rideon platform to individual drivers or broadcast to all route drivers.

SMS/Email Integration

Automated notifications sent via SMS and email for important updates and alerts.

Automated Notifications Include:

Fare Changes

Instant alerts when route fares are updated

Debt Reminders

Automatic reminders for outstanding balances

Compliance Alerts

Notifications about regulatory and route compliance requirements

Schedule Updates

Changes to route schedules and operating hours

System Announcements

Important platform updates and maintenance notices

Effective Coordination

Regular communication with drivers helps maintain high service standards, ensures timely debt clearance, and improves overall route performance.

What reporting tools are available for Route Managers?

The Reports section provides comprehensive reporting tools that make it easy to share insights with PSV Organization Admins and ensure accountability.

Report Generation Options:

Daily Reports

End-of-day summaries including:

  • Total fares collected
  • Number of trips completed
  • Active drivers count
  • Outstanding balances
  • Penalty summary

Weekly Reports

7-day performance overview including:

  • Weekly revenue totals
  • Driver performance ratings
  • Payment method breakdown
  • Debt clearance rates
  • Trend analysis

Custom Date Range

Flexible reporting for any period:

  • Select start and end dates
  • Compare different periods
  • Monthly/quarterly views
  • Year-to-date summaries
  • Historical analysis

Export Formats:

CSV (Comma-Separated Values)

For data analysis in spreadsheet applications

Recommended for data manipulation

Excel (XLSX)

Pre-formatted spreadsheets with formulas and charts

Recommended for presentations

PDF (Portable Document Format)

Print-ready documents for formal reporting

Recommended for official records

Specialized Reports:

Debt & Penalty Summaries

Detailed breakdown of all outstanding debts, penalty escalations, and clearance history

Performance Monitoring

Long-term route performance tracking with comparative analysis and trend forecasting

Driver Performance Reports

Individual driver metrics including compliance rates, revenue contribution, and service quality

Easy Sharing: All reports can be downloaded and shared directly with PSV Organization Admins or other stakeholders.

What happens if a Route Manager fails to clear debts?

The platform enforces strict debt management policies to ensure financial discipline and fairness across all PSV routes. If debts remain unpaid, progressive consequences are applied.

Consequences of Non-Payment:

Stage 1

Initial Reminder (1-3 days)

  • Automated Reminders: SMS/Email notifications with payment instructions
  • Dashboard Alert: Prominent notification on Route Manager dashboard
  • 5% Penalty Added: Initial penalty begins to accrue
Stage 2

System Restrictions (4-7 days)

  • Fare Collection Limited: Restrictions on new fare collections until partial payment
  • 15% Penalty Applied: Intermediate penalty tier activated
  • Account Warning: Formal warning issued to PSV Organization
Stage 3

Full Restriction (8-14 days)

  • No New Collections: Complete prevention of new fare collections
  • Penalty Escalation: Automatic penalty increase continues
  • Driver Notifications: Drivers informed of route restrictions
Stage 4

Account Suspension (15+ days)

  • Account Limitations: Complete suspension of Route Manager account
  • 50% Maximum Penalty: Full penalty tier reached
  • Administrative Review: Case escalated to PSV Organization and Rideon management
  • Contract Impact: Potential termination of service agreement

Payment Instructions:

M-Pesa Settlement Process

  1. Check debt amount on your dashboard
  2. Click "Settle Debt" button
  3. Enter M-Pesa PIN when prompted
  4. Receive instant confirmation
  5. Account restrictions lifted immediately

Best Practice

Clear all debts promptly to avoid penalties and maintain uninterrupted access to platform features. Set up automatic payment reminders to stay on track.

How secure is the Route Manager Account?

Rideon by Citrus follows Kenya's Data Protection Act (DPA 2025) and Kenya Cloud Policy 2025, implementing comprehensive security measures to protect your account and data.

Regulatory Compliance:

Kenya DPA 2025

Full compliance with Data Protection Act

Verified

Kenya Cloud Policy 2025

Local data storage and processing

Compliant

ODPC Registered

Office of Data Protection Commissioner

Registered

Key Security Features:

OTP Login Verification

Two-factor authentication using One-Time Password sent to your registered email for every login attempt

Encrypted Records

All fare and payment records encrypted using industry-standard AES-256 encryption

Audit Logs

Comprehensive logging of all account activities for accountability and security monitoring

Real-time Fraud Detection

Advanced algorithms monitor for suspicious activities and automatically flag potential fraud

Data Protection

Personal and financial data protected according to Kenya DPA requirements with role-based access controls

Secure Infrastructure

Kenya-based servers with redundant backups and disaster recovery protocols

Additional Security Measures:

Session Management: Automatic logout after 30 minutes of inactivity
Password Requirements: Strong password policies with regular update prompts
Device Recognition: Alerts for logins from new devices
Regular Security Audits: Quarterly penetration testing and security reviews
Data Backup: Daily encrypted backups with 99.9% uptime guarantee
Incident Response: 24/7 security team ready to respond to threats

Our Commitment

Your security is our top priority. We continuously update our security measures to protect against emerging threats and maintain the highest standards of data protection.

Report Security Concerns: If you notice any suspicious activity, contact our security team immediately at security@citruslabs.co.ke

Still Have Questions?

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Email Support Call +254 112 400 000 Back to Dashboard