Four years ago, in September, SafeBoda made a bold move into car hailing by launching SafeCar to address a simple but increasingly important customer need.
SafeBoda customers had embraced the convenience, safety and affordability of boda rides to navigate Kampala’s traffic on their way to work, home and social engagements. But there were occasions when a boda was not practical — travelling in groups, making late-night journeys, shopping or getting to and from the airport.
At the same time, the car-hailing market was changing rapidly in the period after COVID-19. Customers were operating with tighter budgets but still needed reliable transport, while drivers were under increasing pressure to earn.
One consequence was growing tension over fares. Drivers could ask customers to pay more than the price displayed on the platform, turning what should have been a predictable digital transaction into a negotiation.
For customers, this undermined trust in digital transportation platforms. SafeCar entered the market with a clear objective: to restore confidence by introducing a “zero tolerance” approach to driver-customer fare negotiations.
Achieving this required working with drivers who not only recognised the problem but were prepared to help change the way car hailing worked.
Four years later, SafeCar has completed more than three million trips and has worked with more than 15,000 car drivers.
But the bigger story is not simply the numbers. It is how SafeCar evolved by listening to Ugandans. From the beginning, SafeCar sought to develop its service around the realities of local commuters.
One of its core principles has been eliminating fare negotiations. Customers see the price on the app and know what they are expected to pay, reducing uncertainty at the end of a journey.
The platform has also focused on everyday affordability, seeking to maintain prices that reflect the cost of providing the service while remaining accessible to customers.
Another feature is its decision not to apply surge pricing. Whether Kampala is experiencing heavy rain or a major event is taking place, the platform says customers should not have to pay more simply because demand has temporarily increased.
Safety is another central component. Trips are traceable, allowing customers to share journey information with friends or family members.
SafeCar has also invested in local customer support, including round-the-clock assistance and a physical walk-in centre at the SafeBoda Academy in Kyebando, Kampala.
These features reflect an important lesson from the past four years: technology works best when it responds to the practical concerns of the people using it.
SafeCar’s impact extends beyond passengers. The platform has onboarded more than 15,000 car drivers, creating an income-generating opportunity while contributing to the development of Uganda’s growing gig economy.
Becoming a SafeCar driver also involves more than simply registering on an app.
Drivers go through an onboarding process that includes vehicle inspections, document verification and professional training.
Vehicle inspections are intended to ensure that cars meet standards for cleanliness, safety and passenger comfort. Drivers must also provide relevant documentation, including driving permits and insurance, while undergoing background checks.
Training covers areas such as navigating the application, customer service and road safety.
The objective is to create a more professional relationship between drivers, passengers and the platform.
For drivers, this means access to customers through a digital platform. For passengers, it means greater confidence that the person and vehicle providing the service have passed established requirements.
SafeCar’s experience points to a broader lesson about innovation in Uganda: some of the most useful solutions emerge when businesses pay close attention to local problems.
Car hailing is not simply about moving people from one location to another. It involves affordability, safety, trust, technology, customer service and livelihoods.
The challenge is to develop systems that recognise all these realities at the same time.
SafeCar’s journey over the past four years has been shaped by this approach. The company believes that solutions developed around Ugandan experiences can improve local industries and, in some cases, provide models for other markets.
The lesson is similar to the old story of the ant that eventually brings down an oak tree through persistence and small, consistent efforts.
The journey is far from complete. As Kampala grows and mobility needs evolve, customers will continue to demand transport that is safe, predictable, affordable and convenient.
SafeCar’s commitment is therefore not simply to take passengers from point A to point B. It is to continue listening, adapting and working with drivers and customers to address the challenges that emerge.
Four years after its launch that remains the central idea behind SafeCar: building a transportation service around the realities of the people it serves.
The writer is Country Director, SafeBoda Uganda
