The Amazon Flex app, a cornerstone of Amazon’s expansive logistics network, presents a complex picture of worker exploitation and efficiency. While proponents tout its flexibility, a critical examination reveals potential pitfalls and inequities within its compensation structure and operational framework. This analysis delves into the app’s functionality, user experience, and the broader impact on the gig economy.
The app’s interface, while seemingly user-friendly, hides a system designed to maximize Amazon’s profit margins at the expense of driver well-being. The app’s algorithmic dispatch system, for example, may prioritize speed and volume over driver comfort and safety, leading to potentially harmful working conditions.
Overview of Amazon Flex App
The Amazon Flex app is a platform that connects independent delivery drivers with Amazon’s network of delivery needs. It allows individuals to earn income by providing delivery services for Amazon packages. The app streamlines the process from sign-up to delivery, providing tools and resources for a smooth operation.
The app’s core functionality centers around enabling flexible work opportunities. Drivers can choose their own schedules, often working independently and at their convenience. This platform has proven effective in meeting Amazon’s fluctuating delivery demands, adapting to the dynamic nature of e-commerce.
App Description
The Amazon Flex app acts as a digital hub for delivery services. It facilitates the matching of drivers with delivery assignments, managing logistics and communication effectively. Drivers use the app to track deliveries, receive payment, and manage their schedules. Key to the app’s design is its ease of use and intuitive navigation, which is crucial for drivers to quickly access and manage delivery tasks.
Key Features
The app provides a variety of features that enhance the driver experience and contribute to the efficiency of the delivery process. These include real-time delivery tracking, automated notifications, and detailed order information. Drivers can utilize these features to manage their time effectively, prioritize tasks, and maintain a high level of service quality.
- Real-time Tracking: The app provides precise tracking of package locations, allowing drivers to anticipate delivery times and optimize their routes. This real-time visibility enhances efficiency and reduces delivery delays.
- Automated Notifications: Drivers receive automated notifications regarding new delivery assignments, package updates, and payment status. This ensures they stay informed about their tasks and earnings.
- Detailed Order Information: The app provides clear instructions for each delivery, including package details, delivery addresses, and customer instructions. This detail minimizes errors and ensures packages reach their intended destinations safely.
- Flexible Scheduling: Drivers can choose their available time slots to accept deliveries, accommodating their personal schedules and commitments. This flexible approach ensures drivers can work around their personal life and optimize their income potential.
Target Audience
The Amazon Flex app targets individuals seeking flexible employment opportunities. This includes students, parents, and individuals who prefer the autonomy of independent work. The platform caters to a wide demographic, offering a convenient way to earn income on their own terms.
Types of Deliveries Offered
Amazon Flex drivers have access to a variety of delivery types. This encompasses everything from small packages to larger items, accommodating the diverse needs of Amazon customers.
- Packages: Drivers frequently handle various sized packages, from small envelopes to larger boxes. The app accommodates a range of package types, ensuring efficient handling and delivery for each item.
- Amazon Orders: The app allows drivers to deliver a wide variety of Amazon products to customers. This includes everything from consumer electronics to groceries, reflecting the diverse product range offered by Amazon.
User Experience and Interface
The Amazon Flex app’s user interface plays a critical role in determining driver satisfaction and efficiency. A well-designed interface can streamline tasks, reduce errors, and enhance the overall experience, directly impacting driver retention and the platform’s success. Conversely, a poorly designed interface can lead to frustration, decreased productivity, and ultimately, driver attrition.
The app’s design should balance intuitive navigation with comprehensive functionality to ensure drivers can easily access and utilize all available features. This includes clear instructions, helpful prompts, and a logical flow for completing tasks.
User Interface Design
The Amazon Flex app employs a straightforward design, aiming for ease of use for drivers. The layout prioritizes key information, such as available deliveries, order details, and map directions. The app’s color scheme and typography contribute to a clean and uncluttered visual experience, minimizing distractions and enhancing readability.
Navigation and Flow
The app’s navigation is structured around a series of screens that guide drivers through the delivery process. The primary navigation often includes buttons for accepting/rejecting deliveries, viewing order details, and accessing support options. The transition between screens is generally smooth and intuitive, minimizing the time spent navigating and maximizing efficiency.
Comparison to Competitors
While Amazon Flex strives for simplicity, competitors like DoorDash and Uber Eats may offer different features or layouts. Some competitors might emphasize real-time order updates or detailed delivery instructions. Amazon Flex, however, focuses on clarity and task-oriented navigation, prioritizing order acceptance and route management.
Strengths and Weaknesses
A strength of the Amazon Flex app’s interface is its straightforward design, enabling drivers to quickly locate necessary information. The clear visual hierarchy facilitates easy identification of key elements, such as available deliveries and delivery instructions. A potential weakness could be the lack of advanced features, potentially compared to competitor apps.
Features and Usage
The Amazon Flex app features a comprehensive set of tools designed to streamline the delivery process. Drivers can access information like delivery addresses, estimated times of arrival (ETAs), and customer instructions. Features also include tools for managing availability, communicating with customers, and receiving payment information. Each feature is designed to enhance the delivery process, ensuring smooth transactions and efficient completion of orders.
Detailed Feature Breakdown
- Order Acceptance/Rejection: Drivers can quickly accept or reject delivery requests using a clear interface. This feature is vital for managing workload and optimizing delivery routes.
- Delivery Instructions: The app provides detailed instructions for each order, including specific pickup and drop-off locations. This ensures accurate delivery and reduces errors.
- Real-Time Tracking: Drivers can monitor their location and the progress of their delivery through an integrated mapping system.
- Communication Tools: The app facilitates communication with customers to address any issues or questions.
- Payment Processing: The app clearly displays payment details, ensuring drivers are aware of the compensation for each delivery.
App Layout Comparison
| Feature | Amazon Flex | DoorDash | Uber Eats |
|---|---|---|---|
| Order Acceptance | Clear button interface | Swipe-based system | Button-based acceptance |
| Delivery Instructions | Detailed, clear instructions | Concise, potentially more text-heavy | Simple, concise directions |
| Map Integration | Integrated mapping for route optimization | Integrated mapping for navigation | Integrated mapping for delivery tracking |
Logistics and Operations
Amazon Flex leverages a sophisticated logistics network to connect delivery drivers with customer orders. This intricate system ensures timely and efficient fulfillment, providing a flexible platform for drivers while maintaining Amazon’s high standards for delivery. The operational procedures are designed to streamline the process, while the scheduling and dispatch systems are optimized for maximum efficiency.
The operational framework of Amazon Flex is meticulously designed to adapt to fluctuating demand. Real-time tracking and management features within the app provide transparency and control for both drivers and Amazon. This allows for swift adjustments to unexpected situations and ensures that orders are delivered reliably.
Logistics Behind the Amazon Flex App
The logistics underpinning Amazon Flex rely on a network of contracted drivers. These drivers are equipped with the app, which serves as their central hub for order acquisition, delivery instructions, and communication with Amazon. The app facilitates a direct connection between drivers and Amazon’s order fulfillment system, allowing for efficient allocation of deliveries. The system is designed to dynamically adjust to real-time demand, ensuring that orders are picked up and delivered in a timely manner.
Operational Procedures for Drivers
Drivers using the Amazon Flex app adhere to a set of established operational procedures. These procedures are crucial for maintaining consistency and quality of service. They typically involve accepting orders, navigating to designated pickup locations, picking up packages, and delivering them to the designated customer addresses. Clear guidelines are provided within the app to ensure adherence to safety protocols and delivery standards. Drivers are often given clear instructions on package handling, vehicle security, and customer interaction.
Scheduling and Dispatch Systems
The scheduling and dispatch systems in Amazon Flex are designed to optimize delivery routes and time. The system utilizes algorithms to assess real-time traffic conditions, delivery windows, and driver availability. This ensures that deliveries are allocated to drivers who are geographically proximate to the order and can complete it within the stipulated timeframe. The dynamic scheduling adapts to fluctuations in order volume, ensuring efficient distribution and minimizing delays.
Delivery Tracking and Management
The Amazon Flex app provides real-time tracking and management features for deliveries. Drivers can view order details, estimated delivery times, and customer information. The app also displays the current location of the package and the progress of the delivery. The real-time tracking feature allows for seamless monitoring of delivery status and facilitates timely communication with customers. This feature also allows for adjustments in the event of unforeseen circumstances.
Typical Delivery Steps
| Step | Description |
|---|---|
| 1 | Order Acceptance: Driver selects available orders from the app, considering factors like location, time window, and order type. |
| 2 | Pickup: Driver navigates to the designated pickup location, verifies the order details, and picks up the package. |
| 3 | Route Optimization: The app calculates the optimal route to the delivery destination, factoring in real-time traffic information. |
| 4 | Delivery: Driver delivers the package to the customer, confirming the delivery with the customer. |
| 5 | Order Completion: Driver completes the order in the app, providing feedback on the delivery. |
Types of Vehicles Used
Drivers using the Amazon Flex app are often flexible in the types of vehicles they use, as long as they comply with the platform’s requirements. This flexibility allows drivers to choose vehicles that best suit their needs and the nature of the deliveries. The types of vehicles may vary, including cars, vans, or SUVs, depending on the size and volume of packages being transported. The vehicles should meet minimum safety standards, ensuring the security of the packages and the safety of the drivers.
Earnings and Compensation
Amazon Flex drivers’ compensation is a crucial aspect of the platform’s appeal. Understanding the earning structure, payment methods, and influencing factors is vital for potential drivers. This section delves into the intricacies of how earnings are generated and distributed within the Amazon Flex system.
Compensation Structure for Drivers
The Amazon Flex compensation model is designed to be performance-based, offering drivers opportunities to earn according to their availability and work capacity. Drivers are compensated for each delivery they complete, factoring in factors like distance, time, and delivery type. The platform prioritizes transparent and predictable earning potential, aiming to provide a consistent income stream for drivers.
Earnings Calculation and Payment
Earnings are calculated based on a combination of factors. These include the distance of the delivery, the duration of the delivery, the type of delivery (e.g., grocery, package), and the delivery location. Each delivery has a specific compensation structure assigned. Drivers receive payment through direct deposit into their bank accounts, typically on a weekly basis. The payment schedule ensures timely and reliable income for drivers.
Factors Influencing Driver Earnings
Several key factors influence a driver’s earnings. High demand for deliveries in a specific area can lead to higher compensation per delivery. Delivery type also affects earnings; certain delivery types (like those requiring special handling) may offer higher rates. Driver availability and acceptance rate directly impact the frequency of deliveries. Peak hours or specific days of the week may also see a surge in delivery requests, potentially increasing earnings.
Comparison to Other Delivery Services
Amazon Flex driver compensation compares favorably to other delivery services. Factors like the platform’s established network, high volume of deliveries, and diverse delivery types create an opportunity for higher earnings potential. However, individual earnings may vary depending on local demand and driver availability. It is essential for drivers to carefully weigh the compensation model against their personal needs and expectations.
Earning Potential of Different Delivery Types
| Delivery Type | Estimated Earnings (per delivery) |
|---|---|
| Grocery Delivery | $8 – $15 |
| Package Delivery (Standard) | $5 – $12 |
| Package Delivery (Premium/Express) | $10 – $20 |
| Special Handling Delivery | $12 – $25 |
Note: Earnings are estimates and can vary based on factors such as location, demand, and delivery duration.
Example of Earnings Variation
A driver in a high-demand area might earn $150 per day during peak hours, while a driver in a lower-demand area might earn $100 per day, reflecting the impact of location-specific demand. These figures represent potential earnings and are not guaranteed. The fluctuating nature of demand plays a significant role in the driver’s income.
Customer Service and Support
Amazon Flex drivers rely on effective customer service to maintain positive interactions and ensure customer satisfaction. A robust support system within the app is crucial for addressing concerns and resolving issues efficiently, ultimately impacting driver satisfaction and retention. This section details the available customer service options and resources, highlighting typical interactions and their influence on the driver experience.
Customer Service Options for Drivers
Drivers have access to multiple avenues for customer service support, ranging from in-app resources to external channels. A comprehensive support system reduces driver frustration and fosters a positive working environment. This ensures drivers feel supported throughout their deliveries.
- In-App Support: The Amazon Flex app itself provides several support tools. These resources include FAQs, troubleshooting guides, and direct communication channels within the app. This immediate access to help reduces the need for drivers to leave the app and locate external support resources. This allows them to continue their work without significant interruptions.
- Customer Communication Channels: Drivers can communicate directly with customers through the app’s messaging system. This direct line of communication allows for quick responses to customer requests and resolution of issues in a timely manner. It also facilitates a smoother delivery process.
- External Support Channels: In addition to in-app resources, drivers can contact external support teams through phone or email for more complex issues. These channels provide escalation pathways for issues that cannot be resolved through the app’s support system.
Support Resources within the App
The Amazon Flex app provides readily available support resources to aid drivers. These tools are designed to facilitate efficient issue resolution and prevent unnecessary delays. They aim to improve the overall driver experience and reduce frustrations.
- Frequently Asked Questions (FAQs): A comprehensive FAQ section addresses common delivery-related questions, providing quick answers to frequently encountered issues. This resource is useful for drivers encountering straightforward questions or situations.
- Troubleshooting Guides: Detailed troubleshooting guides address specific problems drivers may encounter. These guides provide step-by-step instructions and solutions to typical delivery challenges. This resource is helpful for common issues such as locating a customer or handling undeliverable packages.
- Direct Communication: Drivers can initiate direct communication with customers through the app’s messaging system. This enables real-time interaction for clarifying instructions, resolving delivery issues, or addressing customer concerns. This resource facilitates prompt and effective communication.
Examples of Typical Customer Service Interactions
Real-world scenarios showcase the variety of customer service interactions drivers may experience. These interactions can vary in complexity and require different responses.
- Example 1: A customer requests a specific delivery instruction not clearly visible on the app. The driver contacts the customer through the in-app messaging system to clarify the instructions. This clear communication prevents misunderstandings and ensures the delivery is completed correctly.
- Example 2: A customer reports a package is damaged. The driver communicates this information to the customer via the in-app messaging system. The driver follows up with Amazon Flex support, documenting the situation. This proactive approach allows for a swift resolution.
- Example 3: A customer’s address is difficult to find. The driver uses the app’s mapping and navigation tools to locate the address. The driver also contacts the customer to verify the location. This helps to confirm the correct delivery address.
Impact of Customer Service on Driver Satisfaction
Effective customer service significantly influences driver satisfaction. A robust support system reduces driver stress and promotes a positive experience. This contributes to driver retention and encourages continued participation in the Amazon Flex program.
- Reduced Stress: Clear support channels and resources enable drivers to address customer concerns efficiently, reducing stress and frustration.
- Improved Efficiency: Effective communication and problem-solving tools within the app optimize delivery processes and prevent delays. This improves the driver’s efficiency and time management.
- Positive Customer Interactions: Customer service directly impacts driver satisfaction. Positive interactions with customers lead to a more enjoyable experience, making drivers feel valued and appreciated.
Different Ways Customers Interact with Drivers
Customers can interact with drivers through various methods. Understanding these options is crucial for drivers to effectively address customer needs.
- In-App Messaging: Customers can message drivers directly through the app. This allows for clear communication about delivery details, instructions, and any issues.
- Direct Communication: Some customers may call drivers or use other external methods to contact them. Drivers must be prepared to address customer concerns effectively in these scenarios.
Contact Options and Support Resources
| Contact Option | Description |
|---|---|
| In-App Messaging | Direct communication with customers and Amazon Flex support. |
| FAQs | Frequently Asked Questions for common delivery issues. |
| Troubleshooting Guides | Step-by-step solutions for specific delivery problems. |
| Phone Support | Contacting external support teams for complex issues. |
| Email Support | Contacting external support teams for complex issues. |
Driver Experiences and Reviews
Amazon Flex drivers, a crucial component of the company’s delivery network, encounter a multifaceted experience. Their feedback, both positive and negative, provides valuable insights into the platform’s strengths and weaknesses. Understanding these experiences is essential to optimizing the driver experience and ensuring the continued success of the service.
Ease of Use of the Amazon Flex App
The user-friendliness of the Amazon Flex app significantly impacts driver satisfaction. A well-designed interface allows drivers to easily access crucial information, such as order details, available deliveries, and payment status. A smooth and intuitive experience is crucial to minimizing frustration and maximizing efficiency. Drivers need clear instructions, readily accessible maps, and real-time updates for optimal navigation and order fulfillment. Issues such as confusing menus, unreliable GPS integration, or slow loading times negatively impact driver satisfaction. Positive feedback highlights the app’s efficiency in assigning orders and providing clear directions.
Earnings and Compensation
Driver earnings are a primary concern. The compensation structure, including base pay, per-delivery fees, and potential bonuses, directly influences driver satisfaction and retention. Drivers need transparent and predictable earnings, and consistent payment schedules are crucial for financial stability. Factors like fluctuating demand, unexpected delays, and inconsistent order types can affect earnings. Drivers frequently discuss the need for more predictable earnings, and the impact of surge pricing on their overall income.
Customer Interactions
Customer interactions significantly influence driver experience. Positive interactions, such as appreciative customers and timely tips, enhance the experience. Conversely, difficult or demanding customers can negatively impact driver morale. Drivers need support mechanisms to handle challenging situations and resolve issues effectively. A clear communication channel between drivers and customers, along with a dispute resolution process, are essential to address customer complaints and maintain positive interactions.
Comparison to Other Delivery Platforms
Comparing the Amazon Flex app to other delivery platforms offers valuable insights. Drivers may highlight differences in compensation models, customer behavior, and app functionalities. A comparative analysis reveals insights into areas where Amazon Flex excels or falls short. This analysis can help identify best practices and areas for improvement within the Amazon Flex platform.
Common Issues and Challenges
Drivers frequently face challenges related to order volume, delivery time constraints, and unpredictable customer behavior. Other issues include fluctuating demand, unpredictable traffic patterns, and insufficient pay compared to the time and effort invested. Drivers need support to address these issues. Furthermore, a lack of clear communication from dispatch regarding changes in routes or orders can lead to frustrations and delays.
Positive and Negative Feedback Examples
Positive feedback often praises the app’s efficiency, consistent pay structure, and supportive customer service. Conversely, negative feedback frequently addresses issues with unpredictable order volume, inadequate compensation for the effort, and challenging customer interactions. Examples of specific comments from drivers provide a deeper understanding of their experience. Understanding these examples helps refine the platform to better meet the needs of drivers.
Average Ratings of the Amazon Flex App
| Criteria | Average Rating |
|---|---|
| Ease of Use | 4.2 out of 5 |
| Earnings | 3.8 out of 5 |
| Customer Interactions | 3.5 out of 5 |
| Overall Experience | 4.0 out of 5 |
Note: These are hypothetical ratings. Actual ratings would depend on a comprehensive driver survey.
App’s Impact on Delivery Network
The Amazon Flex app has fundamentally reshaped the company’s delivery network, moving away from a traditional, employee-based model towards a dynamic, on-demand system. This shift has had profound effects on efficiency, capacity, and the overall delivery landscape. The app’s flexibility and adaptability allow Amazon to respond to fluctuating demand, providing a more agile and cost-effective approach to logistics.
This innovative model has transformed the delivery landscape, offering benefits for both Amazon and the independent contractors who utilize the platform. The app’s impact is multifaceted, influencing everything from driver recruitment to order fulfillment, ultimately streamlining the entire process.
Impact on Efficiency and Capacity
The Amazon Flex app dramatically improves delivery efficiency by allowing Amazon to leverage a vast pool of independent contractors. This flexible workforce allows for rapid scaling to meet fluctuating demand, such as during peak seasons or unexpected surges in orders. The app’s real-time tracking and routing algorithms optimize delivery routes, minimizing travel time and maximizing efficiency.
Furthermore, the app’s capacity is virtually limitless, expanding beyond the confines of a fixed workforce. This dynamic approach allows Amazon to handle an unprecedented volume of deliveries, enabling them to cater to the growing e-commerce market effectively. This dynamic approach directly impacts order fulfillment time, enabling faster delivery times for customers.
Changes in the Delivery Landscape
The Amazon Flex app has significantly altered the delivery landscape. It has fostered a new paradigm in logistics, transitioning from a predominantly company-employee-based model to a network-based system. This change has enabled a more dynamic and responsive approach to delivery, accommodating the ever-increasing demands of e-commerce.
The app’s impact extends beyond Amazon, influencing other businesses in the logistics sector and potentially driving innovations in the gig economy. By offering a flexible platform for independent contractors, Amazon has set a precedent for future delivery models.
Benefits for Amazon and Delivery Drivers
The app provides significant benefits for both Amazon and delivery drivers. For Amazon, it represents a cost-effective and adaptable solution to meet fluctuating delivery needs. The app allows them to scale operations quickly, reduce overhead costs, and maintain a responsive delivery network.
For drivers, the app offers flexibility and control over their work schedules. It allows them to work on their own terms, setting their availability and accepting deliveries according to their preferences. This flexibility creates a win-win scenario, balancing the needs of both parties involved.
Addressing Delivery Demands
The app effectively addresses the ever-increasing demands of e-commerce. Its ability to tap into a vast network of independent contractors allows Amazon to handle a significant volume of deliveries with optimal efficiency. The platform’s adaptability allows for rapid response to fluctuating demand, catering to the growing consumer expectations of speed and convenience.
Visual Representation of Impact on Delivery Efficiency
| Time Period | Orders (Before Flex App) | Orders (After Flex App) | Average Delivery Time (Before Flex App) | Average Delivery Time (After Flex App) |
|---|---|---|---|---|
| Pre-2017 | 100,000 | N/A | 24 hours | N/A |
| 2023 | 1,000,000 | 2,000,000 | 20 hours | 16 hours |
This table illustrates a hypothetical but realistic representation of the impact of the Amazon Flex app on delivery efficiency. The increase in order volume handled after the app’s implementation highlights the app’s ability to accommodate rising demand. The decrease in average delivery time signifies the app’s role in optimizing logistics.
Technological Advancements
Amazon Flex leverages cutting-edge technology to streamline the delivery process and enhance the overall user experience for both drivers and customers. The app incorporates various technological tools that optimize route planning, real-time tracking, and communication, resulting in efficient delivery operations. This technological prowess sets Amazon Flex apart from its competitors in the gig economy delivery landscape.
The integration of sophisticated algorithms and data analytics within the Amazon Flex app enables a dynamic and responsive delivery network. This allows for real-time adjustments to schedules and routes, ensuring that packages reach their destinations with minimal delays and maximum efficiency. This advanced approach to logistics is crucial for maintaining Amazon’s reputation for speed and reliability.
Real-Time Tracking and Route Optimization
The app employs sophisticated algorithms to dynamically adjust delivery routes based on real-time traffic conditions, weather patterns, and delivery demand. This adaptive routing system minimizes travel time and ensures timely delivery, improving efficiency and customer satisfaction. The system considers factors like traffic congestion, construction zones, and unforeseen delays to optimize routes in real-time, providing drivers with the most efficient delivery paths.
Communication and Dispatch Features
Amazon Flex utilizes a robust communication platform within the app, enabling seamless interaction between drivers and dispatchers. This feature facilitates instant updates on order status, delivery instructions, and any necessary adjustments. The app facilitates clear and timely communication, ensuring that drivers are always well-informed about their current assignments and any changes to the schedule.
Mobile Application Design and User Interface
The Amazon Flex app boasts a user-friendly interface designed for ease of navigation and quick access to essential information. The intuitive design allows drivers to quickly access their current assignments, manage their schedules, and track their earnings. The mobile app’s design prioritizes clear and concise information presentation, minimizing the cognitive load on drivers and enabling a smooth user experience.
Data Analytics and Performance Monitoring
The Amazon Flex app incorporates data analytics tools to monitor driver performance and identify areas for improvement. This feature allows for the identification of patterns in delivery times and driver efficiency. Data analysis facilitates a deeper understanding of the drivers’ needs, allowing for improvements to the platform’s overall functionality.
Comparison with Other Delivery Platforms
Other delivery platforms utilize varying degrees of technological advancement. Some platforms may focus primarily on GPS-based navigation, while others prioritize features for customer communication and order tracking. Amazon Flex’s comprehensive approach to technology, encompassing real-time route optimization, robust communication, and data-driven performance monitoring, distinguishes it from its competitors.
Adaptation to Technological Trends
Amazon Flex continuously adapts to emerging technological trends in the delivery industry. The app’s ongoing evolution reflects the company’s commitment to innovation and its focus on delivering an efficient and reliable delivery service. Examples include the integration of new payment systems, real-time weather updates, and the ongoing exploration of autonomous vehicle technologies.
Epilogue
Ultimately, the Amazon Flex app exemplifies a troubling trend in the gig economy: the prioritization of corporate efficiency over worker rights. The app’s impact on the delivery network, driver compensation, and customer experience raises significant questions about the long-term sustainability and ethical implications of this model. A more equitable and transparent approach is necessary to ensure a fairer system for both drivers and consumers.
