The last mile is often described as the most complex and least visible part of the supply chain. For delivery fleets, it is also where operational risk and customer expectations collide. At the 2026 HERE Directions event in Melbourne, Brenton Gill, Co-Founder and CEO of Radaro, explained how digital tools and mapping intelligence from HERE Technologies are helping transport operators reduce risk while improving service levels.
Radaro’s platform is designed to manage the full lifecycle of last-mile delivery and field service operations—from route planning through to proof-of-delivery and customer feedback. By integrating HERE’s mapping, routing and real-time location intelligence, the system gives fleets a single platform to manage operations, drivers and customer communication.
Designing safety into the delivery experience
Gill told the audience that safety in last-mile logistics should not be viewed as a single moment in the journey, such as when the driver is on the road.
Instead, safety needs to be designed into every stage of the process, from warehouse loading to route planning and the final hand-over of goods to the customer.
He illustrated the complexity of a typical delivery scenario: a driver arriving at a suburban home behind schedule, carrying heavy furniture into a house while navigating slippery paths, pets, tight hallways and a customer filming the process.
In these situations, drivers are expected to perform efficiently, safely and professionally while also meeting strict performance standards and customer expectations.
“This is what actually goes on in the last mile,” Gill explained. “The reality is that safety starts long before the driver arrives at the door.”
Turning data into operational visibility
Radaro’s technology platform focuses on digitising the last mile so organisations can see what is happening across their delivery network in real time.
Over the past decade the company has executed more than 20 million routes through its platform and enabled more than 70 million customer communications. It has also collected millions of pieces of feedback and operational data points that help fleets improve service levels and operational performance.
This data-driven approach provides visibility for multiple stakeholders, including dispatch managers, customer service teams and drivers themselves.
According to Gill, the goal is not simply to track vehicles. “We’re much more than ‘where is my driver’,” he said.
Instead, Radaro’s system captures detailed operational information such as:
- digital proof of delivery
- safety checklists and compliance workflows
- real-time escalation alerts
- photo documentation of deliveries
- customer feedback and service ratings
The platform processes thousands of safety and compliance interactions each day, helping fleets standardise procedures and reduce risk across operations.
Supporting drivers, not monitoring them
A key focus of Radaro’s approach is improving the experience for drivers, who Gill described as one of the most important but often overlooked resources in the supply chain.
Delivery drivers operate under tight schedules, difficult conditions and increasing scrutiny from customers and organisations alike. If drivers feel rushed or unsupported, the likelihood of safety incidents or service failures increases.
Radaro’s mobile platform is therefore designed to guide drivers through their daily tasks with structured workflows and digital tools that support them on the job. These include:
- pre-start safety checks
- site-specific risk assessments
- clear job instructions before unloading
- real-time escalation support
- end-of-day summaries
By giving drivers better context and operational support, Gill said the technology helps reduce uncertainty and improve safety outcomes.
HERE mapping powers the platform
The partnership with HERE Technologies plays a critical role in delivering these capabilities.
HERE’s mapping platform provides the underlying intelligence for:
- advanced route optimisation
- accurate estimated arrival times (ETAs)
- heavy vehicle and specialised delivery navigation
- location data and APIs for global operations
Radaro integrates this intelligence into its platform to create what Gill described as a “single source of truth” for last-mile operations.
The combined solution enables delivery operators to plan routes, execute deliveries and monitor performance across the entire day while maintaining visibility for all stakeholders.
Reducing chaos in the last mile
Gill noted that the last mile is often the most chaotic part of logistics because it is heavily dependent on manual processes, unpredictable environments and human interactions.
For decades, organisations have attempted to solve these challenges by adding more staff, spreadsheets and reactive processes.
Radaro’s approach instead focuses on structured digital workflows that reduce administrative burden and standardise operations.
“Chaos is the enemy of safety,” Gill said.
By digitising delivery processes and embedding safety procedures directly into workflows, organisations can improve efficiency while maintaining compliance and service quality.
Building trust through better delivery experiences
Ultimately, Gill believes the real value of technology in the last mile lies in its ability to improve both safety and customer experience.
When operations are transparent and drivers are supported, customers receive more reliable service and clearer communication.
That leads to stronger trust in the brand behind the delivery.
“When safety and experience are built together, we don’t just reduce risk … we build trust,” Gill said.
For transport operators facing increasing customer expectations and operational complexity, platforms like Radaro, powered by HERE’s mapping intelligence, are becoming a critical part of modern last-mile logistics.
