Although often working behind the scenes, couriers are essential workers who play a vital role in the flow of goods, even in the toughest times. The COVID-19 crisis in 2020 made it clear just how indispensable they are, as they tirelessly delivered food, medication, and other necessities to the most vulnerable during lockdowns.
High Stress, Low Rights
Despite their importance to local economies, the current dominant model for delivery workers frequently leaves them at a disadvantage. Many delivery companies typically compensate couriers on a per-delivery basis, creating a high-pressure work environment that can lead to unsafe conditions. Moreover, these jobs usually come with no insurance, training, or basic materials needed to perform their duties. Without formal contracts, many immigrant workers in these roles are unable to secure proper legal status despite their contributions, leading to further social and professional exclusion.
This competition can become a serious safety issue for both the couriers and the public as they rush to meet unrealistic delivery targets.
Lucia Borso, Co-founder of So.De – Social Delivery, illustrates the challenges faced by couriers: “The model itself creates a very competitive environment where the goal is to deliver as many parcels as quickly as possible. These workers often lack security. For example, if they are injured while working, they don’t have insurance coverage. This competition can become a serious safety issue for both the couriers and the public as they rush to meet unrealistic delivery targets.”
The issues described will not be new to anyone familiar with the gig economy. Sandro Greblo, author of Notturno Rider (night rider in English), a memoir of his experiences as a courier in the gig economy, shares his perspective: “My experience with the gig economy offered high flexibility and rewards during peak demand. However, piecework pay (often based on delivery distance) and competition among riders led to stress and little regard for worker rights or their social value.”
Milan crowdfunds a new model
Over 800,000 deliveries are made in a single day across Milan’s metropolitan area. Behind each delivery lies a logistics chain that stretches from distant production sites to the consumer’s doorstep. The Municipality of Milan launched a Civic Crowdfunding initiative in March 2021 via the Produzioni dal Basso platform to support bottom-up initiatives that reimagine spaces and services for the community. Crowdfunding is a powerful tool that raises small amounts of money from a large number of people, typically via the Internet. It enables a grassroots approach that mobilises people and resources, allowing communities to directly support initiatives that matter to them. Recognising the challenges inherent in traditional delivery systems, So.De was supported for its efforts to pioneer a new, sustainable delivery model.
...competition among riders led to stress and little regard for worker rights or their social value.
Innovative partners like So.De have emerged as key players in piloting sustainable delivery solutions that could be replicated across Europe under the Horizon Europe project CodeZERO. In Milan’s pilot site, for instance, So.De’s collaboration with IKEA Italy showcases a real-world example of how cargo bikes are being integrated into urban logistics to reduce emissions and promote sustainability.
So.De’s cargo bike deliveries now reach every zip code in Milan, departing from two hubs in the city. IKEA Italy’s goal of achieving 100% zero emissions for last-mile home deliveries by 2025 led to its partnership with So.De to deliver light parcels (under 20 kg) via cargo bikes. Initially, this eco-friendly delivery option was not prominently visible to customers during the checkout process, but today, it is clearly featured, and customer feedback has been positive so far.
Changing lives and the environment
One of the significant aspects of Milan’s shift towards sustainable delivery is its focus on social inclusion. For example, at least 30% of So.De’s workforce is recruited through programs targeting the unemployed and individuals with histories of vulnerability. This approach helps create dignified job opportunities while promoting environmental sustainability. 
Sandro Greblo, now working as a courier with So.De, highlights the positive changes in his work environment: “Working for So.De provides hourly pay and recognizes me as a community worker, which adds social value. There’s a contract that ensures protections and promotes safety, fostering a collaborative environment. While I have fixed shifts and no peak incentives, the focus on well-being has significantly improved my work-life balance.”
Cargo bikes, a central part of this new delivery model, have proven to be not only as efficient as delivery vans but often surpass them in flexibility and speed within city traffic. They also offer significant savings in terms of initial investment, maintenance, energy consumption, and storage costs. According to research by TRT, bike couriers in Amsterdam are 25% more productive than their counterparts in vans, while in London, the introduction of cargo bikes has reduced logistics-related emissions by 55% and cut delivery journeys by 20%.
Through these collective efforts, Milan is leading the way in demonstrating that sustainable delivery is not just possible but a necessary evolution for urban logistics.
