Admin Guide
Welcome to the Hakwa Admin Guide! This comprehensive guide covers all administrative functions for managing the Hakwa platform.
1. Admin Dashboard Overview
Administrator Role
As a platform administrator, you have full control over all aspects of the Hakwa platform including user management, operator approval, vehicle verification, booking oversight, analytics, and system settings.
Key Responsibilities
- Approve/reject operator and driver applications
- Verify documents and conduct background checks
- Monitor platform activity and bookings
- Handle user disputes and support tickets
- Manage platform settings and configurations
- Analyze platform performance and growth
- Ensure compliance with regulations
2. User Management
Managing Users
Access the Users section to manage all platform users:
- Riders: View profiles, trip history, ratings, payment methods
- Drivers: Verify documents, view performance, manage status
- Operators: Approve businesses, manage fleets, monitor earnings
- Admins: Manage other admin accounts and permissions
User Actions
View Profile
Access complete user information, documents, history, and statistics.
Edit Details
Update user information, correct errors, or add missing data.
Suspend/Activate
Temporarily suspend or reactivate user accounts as needed.
Delete Account
Permanently remove user accounts (requires confirmation).
Search & Filter
Find users quickly:
- Search by name, email, or phone number
- Filter by role (rider, driver, operator, admin)
- Filter by status (active, suspended, pending approval)
- Sort by registration date, rating, or activity
3. Operator Approval Process
⚠️ Approval Workflow
Operator applications require thorough verification to ensure business legitimacy and regulatory compliance.
Verification Checklist
- Owner Identity (Required): Verify owner/director ID documents
- Business Registration (Optional): Verify business is legally registered in Fiji
- Operating License (Optional): Confirm operator has proper licensing/transport permit
- Note: Operators without Business Registration and Operating License will be labeled as "Unlicensed"
Approval Actions
✅ Approve
Grant access to operator dashboard. Send welcome email with getting started guide.
❌ Reject
Provide clear reason for rejection. Allow operator to resubmit with corrections.
📋 Request More Info
Request additional documents or clarification before making final decision.
4. Vehicle Verification
Vehicle Review Process
All vehicles must be verified before accepting bookings:
- Review vehicle details (make, model, year, capacity)
- Verify registration document matches details
- Check insurance coverage and validity
- Review vehicle inspection report (if applicable)
- Examine vehicle photos for condition and cleanliness
- Confirm vehicle meets platform requirements
- Approve or reject with feedback
Vehicle Requirements
- 4-door vehicle in good condition
- Maximum 10 years old (from current year)
- Valid registration and insurance
- Functional air conditioning
- Clean interior and exterior
- Working seatbelts for all passengers
- Proper vehicle type for service (sedan, SUV, van)
Rental Vehicle Additional Checks
- Verify rental pricing is reasonable and competitive
- Check rental terms and conditions are clear
- Ensure availability schedule is properly configured
- Confirm insurance covers rental usage
5. Booking Oversight
Monitoring Bookings
Real-time oversight of all platform bookings:
- View all active, completed, and cancelled bookings
- Filter by service type, status, date range
- Search by rider, driver, or operator
- Monitor booking patterns and trends
- Identify and investigate suspicious activity
Handling Disputes
Resolution process for booking disputes:
- Review booking details and timeline
- Check GPS tracking data
- Review chat messages between rider and driver
- Contact both parties for their accounts
- Review any photos or evidence submitted
- Make fair decision based on evidence
- Process refunds or adjustments if needed
- Document resolution for future reference
🚨 Safety Incidents
For safety-related incidents:
- Immediately suspend involved accounts if necessary
- Gather all available information and evidence
- Contact emergency services if needed
- Cooperate with law enforcement
- Document thoroughly for legal purposes
- Follow company safety protocols
6. Analytics & Reporting
Platform Analytics
Comprehensive insights into platform performance:
Revenue Metrics
- Total revenue and trends
- Revenue by service type
- Platform commission earned
- Average fare per trip
User Growth
- New user registrations
- Active users (riders, drivers)
- User retention rates
- Churn analysis
Booking Metrics
- Total bookings and trends
- Completion vs cancellation rates
- Peak demand times
- Popular routes
Quality Metrics
- Average ratings (riders, drivers)
- Common feedback themes
- Response times
- Customer satisfaction scores
Report Generation
Create custom reports for various needs:
- Daily/weekly/monthly summary reports
- Financial reports for accounting
- Operator performance reports
- Driver performance reports
- Service quality reports
- Regulatory compliance reports
- Export to CSV, Excel, or PDF
7. Platform Settings
General Settings
- Platform Name & Branding: Logo, colors, branding elements
- Contact Information: Support email, phone number
- Business Hours: Support availability times
- Regions: Service areas and coverage zones
- Languages: Supported languages (currently English)
Pricing Configuration
Set platform-wide pricing rules:
- Base fare for each service type
- Per kilometer rates
- Per minute rates (for rentals)
- Surge pricing rules (if applicable)
- Platform commission percentage
- Cancellation fees
- Wait time charges
Payment Settings
- Enable/disable payment methods (Cash, M-PAiSA)
- M-PAiSA integration credentials
- Payout schedules for operators and drivers
- Minimum payout amounts
- Transaction fees
Notification Configuration
Configure system notifications:
- Notification templates for each event
- Push notification settings
- Email notification settings
- SMS notification settings (if enabled)
- Notification timing and frequency
8. Security & Compliance
Data Protection
- User data is encrypted and stored securely
- Regular database backups
- Access logs for audit trails
- Role-based access control
- GDPR-compliant data handling
Compliance Monitoring
Ensure platform compliance with regulations:
- Driver license verification
- Vehicle registration and insurance
- Business license validity
- Tax compliance documentation
- Background checks (where applicable)
- Regular document renewal reminders
⚠️ Fraud Prevention
Monitor for suspicious activity:
- Unusual booking patterns
- Multiple accounts from same device/location
- Fake GPS locations
- Payment fraud attempts
- Rating manipulation
9. Customer Support
Support Ticket System
Manage user support requests:
- View all support tickets with priorities
- Assign tickets to support team members
- Track ticket status (open, in progress, resolved)
- Communicate with users through ticket system
- Close tickets with resolution notes
- Generate support performance reports
Common Support Tasks
- Account verification issues
- Payment disputes
- Booking cancellations and refunds
- Document upload problems
- App technical issues
- General inquiries
10. Admin Best Practices
Timely Approvals
Process operator and driver applications within 1-2 business days to maintain momentum.
Clear Communication
Provide detailed feedback when rejecting applications or resolving disputes.
Regular Monitoring
Check analytics dashboard daily to stay informed about platform performance.
Fair Enforcement
Apply platform rules consistently and fairly to all users regardless of status.
Documentation
Keep detailed records of all administrative actions, especially disciplinary measures.
Admin Resources
Access additional resources and tools for platform administration.