Even though the e-rickshaw is an essential part of the mobility network in the city, there has been a very slight effort to understand or address the gaps in its performance, service quality, efficiency and safety. Such issues, if addressed properly, can significantly improve passenger and driver safety, comfort and economic well-being. To this end, ICLEI South Asia, in collaboration with SGA, has initiated this study to document the gaps and the pathways for addressing them for the benefit of both passengers and operators.