Who can see what: dispatch roles without needless trust

6. 8. 2026

In a small operation access is simple: everybody knows everything and the password is on a sticky note by the phone. That works until somebody leaves on bad terms, until the council asks questions — or until somebody deletes a ride they should not have touched.

Splitting roles is not about distrust. It is about nobody having to deal with something their job does not require.

Four roles and what each one sees

Company administrator — sets everything up: users, price lists, areas, vehicles. The only role that sees statistics (revenue, the customer ranking) and downloads a copy of the data. This is the owner or the manager, usually one or two people.

Dispatcher — the daily work: bookings, assigning drivers, the vehicle map, chat, customer cards. Does not see statistics and does not change price lists. They do not need to, and there is nothing there to slow them down.

Driver — on the phone they see only their own rides: who they are carrying and where, the note about the customer, a phone number for when nobody answers the door. No other rides, no revenue.

Observer — reads, changes nothing. This role exists precisely for the officer at the council or the funding body: they look at rides and reports but cannot touch the operation even if they wanted to. You can also hide customers' phone numbers and notes, or pass numbers, from this role — a council rarely needs more than an overview of the service.

Two things operations realise too late

An account belongs to a person, not to a desk. "We all sign in as the dispatcher" looks practical until something happens. Every change carries a name in the ride's history — and when that name is the same for everybody, the history says nothing. Accounts are free and unlimited, so there is no reason to economise.

People who leave should be deactivated, not deleted. Rides and state history point at users; deleting one would break the reports for closed months. A deactivated person cannot sign in, but the history stays whole. They disappear from the list, so it does not fill up with former colleagues over the years.

How to set it up in five minutes

Keep administrator for yourself, but do everyday dispatching under a dispatcher account if you dispatch too. Less clicking in places where something can go wrong.
Give dispatchers the dispatcher role — each with their own account.
Drivers get driver. Name, phone, password, done.
Offer the funding body an observer account. It saves you sending spreadsheets and stops them ringing to ask how it is going.

And if somebody needs more

Then you change their role — it takes ten seconds and leaves a trace in Activity. That is still a better starting point than giving everybody everything up front just in case.

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