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Eurofound's EU PolicyWatch collates information on the responses of government and social partners to the COVID-19 crisis, the war in Ukraine, rising inflation, as well as gathering examples of company practices aimed at mitigating the social and economic impacts.

Factsheet for measure HR-2020-43/1302 Updated – measures in Croatia

New joint delivery service by Konzum and Uber

Nova zajednička usluga dostave Konzuma i Ubera

Country Croatia , applies nationwide
Time period Open ended, started on 21 October 2020
Context COVID-19
Type Company practices
Category Reorientation of business activities
– Change of production/innovation
Author Predrag Bejakovic (IJF) and Eurofound
Measure added 21 October 2020 (updated 18 November 2021)

Background information

Konzum is Croatia's largest supermarket chain, with just over 700 stores open in Croatia and more than 10,000 employees. Due to COVID-19, the new option of Uber delivering products purchased on Konzum's online store is now available in Zagreb and its surroundings, as well as in Split and Kastela, Rijeka and Kukuljanovo, Dubrovnik and Pula, and the plan is currently to expand the new Croatian delivery service to other cities throughout the country. From now on, customers buying products on Konzum's online store have the additional option of having their ordered groceries, household and hygiene supplies and other products to their selected address thanks to Konzum's partnership with Uber, which also brings its global DropOff service to Croatia. This new Croatian delivery service is currently available to customers from Zagreb, Sesvete, Samobor, Zapresic, Velika Gorica, Split and Kastela, as well as in Rijeka and Kukuljanovo, Dubrovnik and Pula. The buying process has been made very simple. After selecting the desired products on Konzum's online store, the customer should the select the Partner Delivery service and then select their delivery location.

Content of measure

When compared to the Konzum regular delivery option. Thus, it should be borne in mind that when choosing the Partner Delivery service, Uber drivers pick up the products in stores and therefore it isn't always possible to display the exact stock status on the page in real time. If a certain product is not on the store's shelf, Konzum employees will call the customer and check if they want a replacement item. The range available through the Partner Delivery service is narrower than the one available to customers who choose the Konzum delivery option, and the ordered products are delivered to the person's home address, but not to their very doorstep. Payment is made exclusively online, the minimum order amount is HRK 200 (€26.7), and delivery is charged at HRK 30 (€4) regardless of the size of the order. The big advantage of this new Croatian delivery service is the possibility of having your items delivered on the same day, considering that the delivery terms are available to the customer within four hours from the moment of ordering. If it suits the customer better, they can then schedule the delivery for another day, within a week from the day of ordering. After the customer completes the purchase on Konzum's online store, Konzum schedules their delivery via the Uber Central platform. Confirmation of the scheduled delivery to the customer will arrive via SMS in which they will receive information about the vehicle registration number and the name of the Uber driver, who will contact the customer by phone when they arrive at the corresponding address so that they can pick up the ordered products.

Updates

The following updates to this measure have been made after it came into effect.

23 July 2021

Next to Cities of Zagreb and Split, the positive reactions of users and the great demand for delivery from the retail-chain Konzum, motivated the company to expand the service to three new cities on the coast: Dubrovnik, Rijeka and Zadar. The system is very simple, affordable and user-friendly, so it can be expected that it will be expended in other cities through Croatia. After selecting the product in Konzu,’s web-shop, the customer needs to select the Partner Delivery service and then provide the address and delivery time. The advantage is the possibility of delivery on the same day, and delivery times are available within four hours from the time of ordering. The customer can also schedule delivery for another day, within a week from the day of ordering. The driver will contact him or her by phone when he or she arrives at selected address so the customer can pick up the ordered products. Payment is made exclusively online, the minimum order amount is HRK 200 (€26.6), and a delivery is charged HRK 30 (€4) regardless of the size of the order.

Use of measure

It could be expecting a significant interest for this type of delivery. Konzum is constantly recording an increase in interest in online shopping, and we're striving to provide our customers with an even more pleasant online shopping experience through numerous innovations and investments. In the spring, with the launch of the additional Pokupi (Pickup) service, Konzum enabled customers the ability to purchase groceries and other products from the comfort of their own homes even in the most challenging times, and in partnership with Uber Konzum wants to offer them a new option so that they can receive their orders at their home address on the same day. Uber is continuing to work to support the community of its users and drivers during these difficult times. The company is pleased to have opened its platform in cooperation with Konzum, which will speed up food delivery for Croats and help drivers overcome this challenging situation. User and driver safety issue remains a priority for Uber. The company distributed 950 hygiene kits to drivers containing masks, gloves, disinfectant gels and sprays. In addition, Uber has focused its efforts on implementing real-time processes and technology solutions to ensure responsible and safe use of the services at all times.

Contents

  • Work organisation

Target groups

Workers Businesses Citizens
Does not apply to workers Does not apply to businesses Applies to all citizens

Actors and funding

Actors Funding
Company / Companies
Companies

Social partners

Social partners' role in designing the measure and form of involvement:

Trade unions Employers' organisations
Role No involvement as case not in social partner domain No involvement as case not in social partner domain
Form Not applicable Not applicable

Social partners' role in the implementation, monitoring and assessment phase:

  • No involvement
  • Main level of involvement: Company level

Involvement

Due to the nature of the measure social partners were not involved.

Views and reactions

Social partners were not involved in the preparation of the measure but they always support the measures which enable better adjustment of private and business life, as this measure should do.

Sectors and occupations

    • Economic area Sector (NACE level 2)
      G - Wholesale And Retail Trade; Repair Of Motor Vehicles And Motorcycles G47 Retail trade, except of motor vehicles and motorcycles

This case is not occupation-specific.

Sources

  • 20 October 2020: Konzum i Uber predstavili novu zajedničku uslugu dostave namirnica, evo koji su uvjeti (www.poslovni.hr)
  • 15 July 2021: Usluga Dostava razvijena u partnerstvu s Uberom (Delivery service developed in collaboration with Uber) Usluga Dostava razvijena u partnerstvu s Uberom (Delivery service developed in collaboration with Uber) Usluga Dostava razvijena u partnerstvu s Uberom (Delivery service developed in collaboration with Uber) Usluga Dostava razvijena u partnerstvu s Uberom (Delivery service developed in collaboration with Uber) (www.konzum.hr)
  • 23 July 2021: Uber širi uslugu dostave (Uber expands the delivery service) (www.poslovni-savjetnik.com)

Citation

Eurofound (2020), New joint delivery service by Konzum and Uber, measure HR-2020-43/1302 (measures in Croatia), EU PolicyWatch, Dublin, https://static.eurofound.europa.eu/covid19db/cases/HR-2020-43_1302.html

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