Score-based Scheduling Model

To make sure our most dedicated couriers are treated fairly, a scoring system is designed to evaluate your performance.


Every 2 weeks your scoring will be updated in Roadrunner,  looking into your performance over the last 2 weeks.


Your performance is calculated based on three aspects, including 1) Planned VS Actual Hours (40%), 2) Special Hours (30%) and 3) UTR (30%). Refer to the picture below for detailed explanation of each scoring component.

Depending on your scoring, you will then be put in 1 of the 4 batches and be able to take open shifts accordingly. The higher you score, the higher batch you are in, the earlier you can take open shifts. The below picture shows you the corresponding timestamps.


However, if your performance is not up to the fleet’s standard or if you are found with other compliance issues including not using thermal bags, delaying the submission of COD money or being complained by customers and vendor staff members, your account might be suspended and therefore you will fail to score higher in these scoring components, resulting in taking open shifts later than the majority of the fleet.

Frequently Asked Questions:

Planned VS Actual Hours

  1. Does shift swapping affect my Actual VS Planned Hours score? 
    If you are able to find another courier to take your shift, your score will not be affected. However, if you are not able to find a replacement, then it will affect your score since no one will be able to fulfill the shifts you have taken. 

  2. Should I still apply for absences on Roadrunner to avoid no-show?
    Under the new scoring set-up, "no-show" is no longer one of the scoring components since the Planned VS Actual Hours will already take into consideration your attendance - every minute you attend the shift you have taken will be counted on your Planned VS Actual Hours score.

    1. For employed couriers, regardless of PAID or UNPAID absences, you are still required to apply for absences. 

      Kindly note that if you fail to attend your shift, even if your absences are being accepted, your Planned VS Actual Hours will still be affected since ​you attended 0 minutes of your shift. But as an employee, you are required to follow our company policy by applying for absences.

    2. For self-employed couriers, you do not need to apply for absences to excuse your "no-show" of your shift. To avoid your scoring being affected, you are strongly encouraged to take shifts ONLY if you know you can attend the shifts accordingly or ask your friends to take your swap instead.

  3. Is there a 10-minute grace period for every shift? What about requesting shift breaks on my own? What if I take a shift that has already started? What about completing the last order after the planned shift ending time?
    All these will be calculated and it will affect your Actual VS Planned Hours Score.

    1. Lateness - if you are late (say your shift had started at 11 am but you clocked in at 11:05 am), your actual hours will decrease, affecting your score.

    2. Breaks & early clock-out - if you yourself create a break on Roadrunner (only applicable to self-employed couriers as employees are supposed to attend full shifts) or the system puts you on break automatically or you request to end shift earlier, then the actual hours will decrease, affecting your score.

    3. Already-started shift - if you take a shift that has already started, the starting time will be automatically adjusted to 5 minutes after shift taken time. For example, at 6 pm you take a shift which has already started at 5:45 pm, the new shift starting time will become 6:05 pm and as long as you clock in before 6:05 pm, your actual hours will not decrease and thus your scoring will not be affected.



  1. What is UTR?
    For simplicity, UTR means how many orders you deliver per hour, on average.

  2. How is my UTR compared to the fleet? Is my walker UTR being compared to that of a rider?
    The system compares your UTR and that of other couriers who work in the same area during the same time-periods (peaks/off-peaks, day/night, busy/slow day) and using the same vehicle (riders/walkers).