Enhancing Electric Vehicle Roadside Assistance in India: A Framework for Infrastructure, Skills, and Service Excellence

The rapid growth of the electric vehicle (EV) ecosystem in India has been driven by government initiatives, increasing environmental awareness, and declining battery costs. With EVs accounting for over 6.8% of new passenger vehicle registrations in 2024, the need for reliable support infrastructure, particularly Electric Vehicle Roadside Assistance (EV RSA), has become increasingly critical. Unlike internal combustion engine (ICE) vehicles, EVs experience unique breakdown scenarios such as battery depletion, charging system failures, and high-voltage safety issues, which conventional roadside assistance systems are often not equipped to handle. This study examines the operational challenges and service effectiveness of EV roadside assistance in India using a mixed-methods research design. Primary data were collected through 12 semi-structured in-depth interviews with RSA managers, EV original equipment manufacturer (OEM) representatives, field technicians, fleet operators, and EV users, complemented by a structured survey of 118 respondents. The study tested four hypotheses: (H1) infrastructure gaps negatively affect RSA efficiency; (H2) technician skill deficiencies increase service resolution time; (H3) faster RSA response times positively influence customer satisfaction; and (H4) high operational costs combined with low demand reduce the commercial viability of mobile EV charging services. The findings provide statistical support for all four hypotheses. Infrastructure inadequacy emerged as the most significant operational challenge (Mean = 4.21/5), with 73% of EV users expressing dissatisfaction with charging infrastructure accessibility during breakdown situations. Technician capability was identified as another major concern, as only 18% of RSA companies reported providing EV-specific high-voltage safety training. The average response time for EV breakdowns was 47 minutes, compared with 23 minutes for conventional ICE vehicles, and response time exhibited a strong negative correlation with customer satisfaction (r = -0.71). Furthermore, mobile EV charging services were found to be commercially unviable under current market conditions because of high deployment costs (approximately ₹18,000–₹28,000 per deployment) and low utilization rates. Based on these findings, the study proposes a Tier-Based EV Roadside Assistance Operational Framework that integrates technician certification pathways, intelligent dispatch systems, charging infrastructure mapping, service integration, and conditional deployment of mobile charging services. The paper also presents practical recommendations for OEMs, RSA providers, charging network operators, and policymakers to strengthen India's EV after-sales service ecosystem and support the sustainable adoption of electric mobility.