Introducing a human-centric approach to ride-sharing
The e-hailing industry in South Africa will undergo a seismic shift with the February launch of Twytch, a new locally-owned platform that promises to disrupt the status quo. Tackling long-standing issues like exploitative commission rates, driver safety and lack of transparency, Twytch is positioning itself as a fairer, more inclusive alternative to global giants like Uber and Bolt. Employing a human-centric approach that prioritises both riders and drivers, the platform aims to set a new benchmark for the industry, redefining what it means to deliver safe, reliable and ethical e-hailing services.
In an industry first, Twytch has eliminated commission-based earnings and instead offers its cohort of 12 500 drivers a fixed-rate payment structure, a daily meal allowance and an annual bonus. Subsidised benefits will also reduce drivers’ operational costs and improve their quality of life. For passengers, Twytch promises a transparent, surge-free pricing model that reflects real-time traffic conditions, ensuring no hidden costs when it comes time to pay.
Listening to the industry and prioritising feedback
Speaking at the launch event on 22 January, Twytch CEO Don Reddy said the platform’s creation is the culmination of empathy, innovation and more than two and half years of deep research. Reddy says he spent around “913 days, or 21 912 hours” as an “e-hailing undercover agent” to observe, interact with and learn from drivers and other passengers.
“Every day, I travelled with an e-hailing service and took notes,” he recalls. “Drivers spoke of high commissions and told me of their struggles with unpredictable earnings and a lack of proper support. Passengers weren’t shy either, sharing their gripes about pricing, long wait times, and the awkward small talk that comes with driving with strangers.”
Reddy and his team at Twytch took this feedback to heart. At its core, he says, the platform focuses on creating solutions, not just convenience: “Technology, safety and inclusivity converge here to create a better experience for every rider and every driver.”
Empowering those who drive the service
E-hailing drivers face numerous challenges that traditional platforms fail to address. High commission rates and unpredictable earnings mean drivers often receive a fraction of the fare, making it difficult to build a sustainable income.
These platforms offer little to no job security, medical benefits, or protection from safety risks like theft and hijacking, leaving drivers vulnerable. Despite being the backbone of the industry, Reddy says drivers are not provided with the necessary support or resources to ensure their well-being and long-term financial stability.
Prioritising safety to ensure trust in every ride
Secure Citizen specialises in innovative security solutions and has partnered with Twytch to provide advanced digital verification technology. The company’s Chief Executive of Global Growth, Martin Grunewald, says together they are setting a new benchmark in Africa. “Through the power of blockchain technology and verifiable credentials, we are not just enhancing safety and security, we are redefining what trust means in the e-hailing service industry.”
Verifiable Credentials (VCs) are secure, digital representations of identity information that are cryptographically stored on a decentralised blockchain and are near-impossible to forge or alter. Unlike traditional identification methods, VCs are digital and tamper-proof. This means that Secure Citizen and Twytch can provide a secure and trusted way to authenticate users.
For drivers, it offers a way to confirm their credentials like identity, driving history and safety records without relying on third-party checks while passengers can feel assured knowing their driver has been properly vetted.
Driving change together through strategic partnerships
According to Reddy, Twytch’s success hinges on collaboration. “We are driven by passion, purpose, and partnerships.” This, he added, signals a commitment to innovation and service delivery that truly sets Twytch apart.
Beyond its security collaborations, Twytch has also partnered with established financial service providers like Momentum and FNB to provide benefits previously unheard of for platform workers. These strategic, partly subsidised partnerships give drivers access to essential benefits like medical insurance, funeral policies, vehicle insurance, retirement, death and disability benefits, estate planning and financial wellness programmes.
Drivers will also receive subsidised data and access to smart devices. Through these collaborations, Twytch hopes to offer drivers the stability and support they deserve, helping them thrive with better opportunities and a brighter future.
Twytch is also working with the Independent Communications Authority of South Africa (ICASA). The regulator’s chairperson, Mothibi Ramusi says they are excited to play their part to “facilitate innovation and transformation” in the sector. He says their partnerships could help promote accessibility in terms of network access and data costs, opening up opportunities in communities where services like these were previously inaccessible.
Creating value for drivers, users and the industry
“We are here to celebrate not just the launch of Twytch, but the beginning of a transformative journey that promises to reshape transportation and connectivity in South Africa,” Reddy told guests. He emphasises that going forward, users could enjoy a safer, more reliable experience with transparent pricing and blockchain-verified driver credentials, while drivers will benefit from fair pricing, medical coverage, and enhanced safety measures
The meticulous groundwork and user-focused development behind Twytch signal a bold step forward in e-hailing — a platform built not just to compete, but to offer real solutions for drivers and riders alike. According to Reddy: “This is more than a business. It’s a better way forward for everyone who gets in the car.”
By addressing these longstanding issues, Twytch positions itself as a “David” challenging the “Goliaths,” of the industry. Together with their partners, they hope to redefine the business with fairness, security and innovation, ushering in a new era of ride-hailing, both on the continent and globally.
Twytch will launch city-by-city, starting in Johannesburg in February before rolling out to Durban, Cape Town and Pretoria.