Employer Relations

How friendly are the conditions

of gig workers in India

Submitted to – Prof. Girish Balasubramanian

Submitted By: - Group 07

PGP38024 Karan Wadekar

PGP38287 Dipeeka Patel

PGP38166 Abhishek Mittal

PGP38198 Prakhar Raizada

PGP38123 Darshan Khator

PGP38270 Vyom Singh

PGP38211 Sparsh Vaid

PGP38486 Vanshika Gupta

 Introduction

Share of gig workers under UPSS Share of gig work employment in India FY
in India FY 2012-2020 2012-2030, by skill category

1.40% 1.33%
100.0%

1.20% 1.15% 1.16% 90.0%

28.7% 31.2% 31.5% 32.6% 33.8%
80.0%
1.00%
70.0%

0.80% 60.0%

50.0%
46.0% 42.8% 38.7%
53.4% 46.9%
0.60% 0.54% 40.0%

30.0%
0.40%
20.0%
24.7% 27.5%
21.9% 22.5%
0.20% 10.0% 17.9%

0.0%
FY2012 FY2020 FY2021 FY2025 FY2030
0.00%
FY2012 FY2016 FY2018 FY2020 High Skilled Medium Skilled Low Skilled

The above two graphs symbolize the rise of gig-workers in the Indian economy in the past 4-5 years as well
as the future prospects. According to the data collect by Niti Aayog, till 2020, the total gig workers increased
from 0.54% to 1.33% and is set to increase to a further 23.5 million workers till 2030. In this report, we dive
deep into exploring the question whether companies that are employing gig-workers are able to provide
friendly work environments amidst extreme focus on profitability and growth. First, we undertake a literature
review of numerous research papers, journals to understand the existing context which are then supplemented
by our opinions and suggestions. In order to arrive at the conclusion, we take a two-step approach – conducting
primary research with gig-workers employed in various functions and industries and then also doing our
desktop research. Additionally, we have plotted the customer journey of a gig-workers from their onboarding
to employee engagement and termination. In each of these phases, we try to arrive at the advantages and
challenges faced by the workers due to the work conditions.

We have identified 4 major benefits that platforms provide to the gig-workers. These platforms provide
flexibility to the workers, both in terms of hours, pay. Also, the platforms provide consistent buyers for the
workers’ services and hence increase accessibility, digitization and connectivity. However, on the other hand,
there is no social security benefits provided to the workers and the lack of information sharing which increases
the leverage of the platforms. Additionally, the platforms through their AI-ML models can tweak the monetary
models in their favor which can adversely impact the wages of workers that are already inconsistent. After a
careful evaluation of both sides of the discussion, we arrive at the conclusion that in the current setting with
vague rules and regulations by the government, the work-place conditions aren’t friendly towards the gig-
workers. Furthermore, to rectify the situation and eradicate this problem from the grass-root, we have
recommended few steps that can be implemented by different stakeholders in the ecosystem which will not
only benefit the workers, but also lead to the growth of the overall gig-worker dominated industries.

1
 Literature Review
The gig economy's emergence in India signifies a significant shift away from traditional employer-employee
relationships, driven by various factors influencing consumers, workers, and businesses. The country's young
workforce seeks greater flexibility and autonomy in their work style, supported by the rising trend of
digitization, which has increased the demand for web and app-based services. The surge in internet users has
further boosted online transactions and shopping, leading to the growth of digital platform-based companies
and marketplaces within the gig economy. Additionally, the gig economy's expansion is facilitated by easy
onboarding processes, low operational costs, and a favourable regulatory environment in the country.

The gig economy has garnered significant interest from a vast number of service providers, currently estimated
to be over eight million. These workers are drawn to the gig economy due to the freedom and independence
it provides compared to traditional formal employment. For many gig workers, this mode of work serves as
their primary source of income, lured by the potential for higher earnings and greater flexibility. The COVID-
19 pandemic further amplified the importance of gig work, as the surge in unemployment rates during the
crisis led to a considerable influx of gig workers joining various platforms, primarily due to the accessible
entry barriers in terms of required skills.

Nevertheless, the rapid growth of the gig economy has brought forth both opportunities and challenges for
platforms and workers alike. To thoroughly explore these aspects and gain deeper insights into the specific
challenges and opportunities faced by gig workers, particularly women workers, Sattva partnered with The
Asia Foundation to conduct a comprehensive study. The study aims to provide actionable insights for the gig
economy ecosystem, fostering meaningful discussions among various stakeholders to establish a more
sustainable and inclusive gig work environment in India. Notably, the gig economy is projected to witness a
Compound Annual Growth Rate of 17% by 2024, potentially employing up to 90 million people and making
a significant contribution of up to 1.25% to India's GDP.

Evolution of Gig Economy in India (Sattva Consulting 2022)

Improved access to “The rapid

digital resources increase in
“India's gig sector freelancing
Informal Work is expected to platforms and
“The informal contribute 1.25%
Arrangements digital startups
sector's growth to GDP by the has contributed to
“The introduction and young mid-2020s and the growth of the
of MNCs to the workforce add 16 million 'gig culture.'”
“The presence of Indian market and adopting jobs to the
an informal workforce led to smartphones/inter economy.”
agrarian economy the emergence of net led to new
in rural areas and a culture of income Increasing
informal work 'extended hours of opportunities.” contribution to
arrangements in work' with odd- growth
urban industrial
Shifting dynamics
hour shifts.”
hubs and domestic at the workplace
spaces.”
Indian Economy
Liberalization

Pre 1990s 1991 - 2000 2001 - 2010 2011-2020 Looking Ahead

2
Some of the Key Questions to address

How do gig-workers and platforms discover and engage with each other?

The e-SHRAM portal currently has around 700,000 registered platform gig-workers in India, although the
actual size of the platform gig workforce could be three times larger. Indian platform gig-workers make up
20% of the global platform gig-worker population, underscoring the substantial presence of the gig economy
in the country. However, connecting gig-workers with platforms is not without challenges due to its vast scale.
Platforms employ various strategies to address this, including traditional methods such as newspaper
advertisements and targeted messaging on social media and mobile phones. Additionally, they
incentivize worker referrals, organize hiring drives and registration camps in community centres, and
rely on NGOs, third-party vendors, and labour contractors to source manpower.

In the initial stages, how do gig-workers and platforms establish their connection and engagement?

Following the connection with platform gig-workers, platforms involve them in a meticulously designed
onboarding process, which generally encompasses five key practices. These practices entail aligning work
requirements with potential recruits, verifying essential documents submitted by workers, establishing
contractual terms and conditions, supplying platform-specific equipment, and conducting
comprehensive training sessions. By adopting innovative approaches, platforms have effectively minimized
overhead costs and streamlined processes, making it easier for workers to enter the gig economy.

How do platforms and workers financially interact, and what are the mechanisms that foster their growth?

The financial engagement between platforms and gig-workers is a vital factor that draws workers to the gig
economy. The convenience of receiving payment based on completed tasks and the ease of entry make it an
attractive option. Platform gig work provides higher payment certainty compared to traditional gig
arrangements, with payments directly credited to workers' bank accounts, minimizing middlemen
involvement. Platforms utilize algorithm-driven price discovery and customer ratings, impacting gig-
workers' future opportunities. Direct online transfers through service apps serve as the primary mode of
payment.

What is the level of understanding among platform gig-workers and platforms regarding social security?

Platform gig-workers and platforms are gaining awareness of the significance of social security, which has
traditionally been accessible to organized sector workers through statutory schemes. However, India's
unorganized workforce, constituting 93% of the total, has faced a lack of comprehensive social security
coverage. Addressing this concern, the Code on Social Security was enacted in 2020, recognizing
platform gig-workers and establishing a framework for their social security. The code includes
definitions for different worker arrangements and introduces the National Social Security Board to
propose schemes for unorganized, gig, and platform workers. These schemes will be funded through a 1-
2% cess on platforms' annual turnover. A dedicated portal with Aadhaar authentication has been developed for
worker registration.

However, the recent survey by Sattva Consulting shows that only 8% of platform gig-workers currently
receive government social security benefits, and 67% of platform gig-workers were unaware of
government social security schemes and another 57% did not know who to ask for social security
benefits.

3
 Framework & Methodology
The research approach employed in this study is structured around the various stages of platform-gig worker
interactions, encompassing activities such as platform discovery, worker engagement, selection, onboarding,
payment mechanisms, incentives, and associated benefits. The research framework is outlined as follows:

1. Discovery and Initial Engagement: Platforms interact with potential gig-workers through various
channels, like online job boards and social media. They provide job details and onboarding information
upon a gig-worker's expression of interest.
2. Selection and Onboarding: Platforms establish criteria for selecting and onboarding gig-workers
based on skills and experience. Once selected, gig-workers undergo onboarding, including training and
resource access.
3. Payment, Incentives, and Growth Models: Platforms offer payment models and incentives for
completing tasks, along with growth opportunities for gig-workers.
4. Workplace Conditions & Interaction: Examines gig-workers' interactions with the platform app,
with fellow gig-workers, in public spaces, and with customers.
a. The platform app and gig-workers: Gig-workers use the app to discover tasks, complete
assignments, and communicate with customers. It may also provide features for tracking
payments and accessing resources.
b. Gig-workers among themselves: Gig-workers engage through forums, social media groups,
and events, fostering support and networking.
c. Gig-workers and public spaces: Gig-workers operate in public spaces with advantages like Wi-
Fi access but may face challenges like noise and traffic.
d. Gig-workers and customers: Gig-workers interact with customers, influencing their income.
5. Social Security: Addresses the provision of social security benefits to gig-workers, with ongoing
efforts to extend additional benefits by some platforms, such as insurance, training, and networking
opportunities.

4
Study Methodology

Regarding the research methodology, the study employed a mixed-methods approach, combining primary and
secondary data collection methods to gather information from diverse stakeholders. The research methodology
involved the following steps:

• Secondary Research: The study extensively reviewed existing literature to gain insights into various
aspects of the gig economy, including its structure, dominant industries, operating models, growth
trends, market dynamics, potential opportunities for growth, identified gaps, and the impact of
COVID-19 on stakeholders. Additionally, the research explored the policy landscape, identified
shortcomings, and examined the potential for increased inclusion of women and marginalized
communities.
• Primary Research: Primary data collection involved conducting Key Informant Interviews (KIIs)
with gig-workers employed in various business and industries to get a 360-degree perspective of the
problem statement.

The 6 interviews conducted for this research project, casual conversations with Uber/Ola drivers and their
analysis have been attached in the Appendix.

Advantages for gig-workers provided by workplaces

Flexibility is one of the primary benefits offered by gig workers, both in terms of their availability and their
ability to schedule their work. They can be employed on a project-by-project basis, which gives businesses
the flexibility to adjust the size of their staff in response to fluctuating demand without having to commit to
long-term employment contracts. The provision of benefits such as health insurance and retirement plans,
which are normally associated with full-time employees, is not required of enterprises that use gig workers;
as a result, the hiring of gig workers can be more cost-effective for businesses. Additionally, gig workers are
expected to pay their own taxes and provide their own equipment, which further lessens the financial strain
placed on the organisation.

Gig workers frequently possess specialised skills and knowledge in a variety of fields, which may not be
available among the full-time employees of the organisation. Businesses are able to access a larger pool of
diversified talent and unique talents when they hire gig workers since it gives them access to more people.
Due to the fact that they work with a variety of clients and industries, gig workers may be able to bring
innovative ideas and new points of view to the organisation. This has the potential to foster innovation and
assist businesses in remaining current with the most recent trends and best practises. Due to the close
relationship between their pay and the quality of their work, gig workers are extremely self-motivated and
intent on achieving positive outcomes. As a result, there is increased productivity and efficiency in the
execution of work. There are training cost savings because gig employees are typically experienced
professionals who require minimal or no training to perform their duties. Due to this, businesses may be able
to save time and money that would have been spent on extensive training programmes for newly recruited
employees.

Gig workers are able to work remotely from a variety of locations, it is now possible for businesses to access
talent from all over the world without the need for enterprises to physically relocate or rent additional office
space. They can be hired in if a company experiences seasonal swings or temporary surges in the amount of

5
work that needs to be done in order to meet the additional demand. Having the capacity to scale up means that
projects can be finished on time without putting an undue strain on the permanent personnel.

When an imperative project arises, it is possible to quickly hire freelancers to meet the needs. This reduces
the time and effort necessary to identify and recruit full-time employees. Hiring contract workers from a
variety of backgrounds can contribute to a more diverse and inclusive workforce, which in turn promotes
creativity and aids in the development of an acceptance culture within the organisation. Businesses must be
aware of the potential obstacles that may arise, despite the fact that gig employees can provide a variety of
benefits. There may be a need to maintain consistent communication, ensure compliance with labour
regulations, and manage the incorporation of gig employees into the company's culture.

In the gig economy, working across projects and teams is common; it can be immensely exciting and provide
a wealth of experience. This is far more difficult to obtain than a stable employment. Often, the knowledge
gained through gig labour is an asset to your career. Workers in the gig economy are critical to the corporate
world’s ever-changing landscape.

Challenges in workplace faced by gig-workers

We have identified the whole end-to-end journey of gig-workers, right from when they come onto a particular
platform till the time they resign or leave the platform. We have identified various challenges faced by the
workers in each of these sub-steps.

Challenge 1: Discovery & Initial Engagement

1. Limited Access to Information: Many gig workers come from a rural background and hence are less
tech-savvy areas. Therefore, they have limited access to information about available gig opportunities.
2. Language Barriers: India is a linguistically diverse country, and not all gig platforms offer support in
regional languages. Language barriers can make it difficult for gig workers to understand the
requirements and engage with gig platforms.
3. Digital Literacy: While smartphone penetration is high in India, but owing to their weak background,
gig workers may not be digitally literate. Thus, navigating gig platforms, creating profiles, and
managing online communication can be challenging for them.
4. Pricing Pressures: Many gig platforms encourage price competition to attract customer thus boosting
growth. This can may cause gig workers to leave the gig economy as they find it difficult to earn a
sustainable income.
5. Sub-contracting: Few firms employ third party agencies to onboard gig-workers which causes issues
when these workers have to address their problems. The company doesn’t have a direct responsibility
over the worker welfare and creates ambiguity in the mind of the employees.
6. Gender norms: Existing networks from which companies like Ola, Uber hire have an implicit bias
towards people from the opposite gender and for those coming from marginalised communities. These
networks create a vicious cycle that hinders the ability of people with very less means to enter into the
workforce.

6
Challenge 2: Selection & onboarding process

1. High cost of initial investment: Many gig workers in India come from low-income backgrounds, and
they may not have the financial resources to invest in the necessary equipment or training. This can be
a barrier to entry for many potential gig workers.
2. Lack of written and simplified contracts: The lack of clear and transparent contracts can create
ambiguity for both gig workers and platforms. This can lead to disputes and misunderstandings, which
can damage the relationship between the two parties.
3. Unclear eligibility criteria: The eligibility criteria for gig work can be unclear, which can make it
difficult for potential gig workers to know if they are qualified. This can lead to frustration and
disappointment for those who are not able to participate.
4. Lack of access to training and support: Gig workers often need training and support to be successful
in their work. However, this support may not be available, or it may be too expensive. This can make
it difficult for gig workers to succeed.
5. Discrimination: Gig workers in India are often discriminated against based on their caste, religion,
gender, or other factors. This can make it difficult for them to find work, and it can also lead to
harassment and abuse.
6. Safety concerns: Gig workers are often at risk of safety hazards, such as traffic accidents, violence,
or exposure to hazardous materials. This is especially true for gig workers who work in transportation,
delivery, or construction.

Challenge 3: Payments & incentives to gig workers in India

1. Low base pay: Many gig workers in India are paid a very low base pay, which means that they have
to rely on incentives to make a decent living. This can be a problem, as incentives are often
unpredictable and can fluctuate depending on a number of factors.
2. High commissions: Platforms often charge high commissions on the earnings of gig workers, which
can further reduce their take-home pay. This can be a particular problem for gig workers who are
already struggling to make ends meet.
3. Delayed payments: Gig workers often have to wait weeks or even months to receive their payments,
which can be a financial hardship. This is especially true for gig workers who need to make regular
payments for things like rent, food, and transportation.
4. Unclear payment terms: The payment terms for gig workers are often unclear, which can lead to
confusion and disputes. This can be a problem, as it can make it difficult for gig workers to budget
their income and expenses.
5. Lack of transparency: The way that gig workers are paid is often not transparent, which means that
they may not know how their earnings are calculated. This can make it difficult for gig workers to
understand how much they are actually earning and to track their progress over time.
6. Unfair deactivation policies: Platforms often have unfair deactivation policies that can result in gig
workers losing their accounts for reasons that are beyond their control. This can be a major financial
setback, as it can prevent gig workers from accessing their earnings and from continuing to work.
7. Arbitrary performance metrics: Platforms often use arbitrary performance metrics to determine how
much gig workers are paid. This can lead to situations where gig workers are penalized for factors that
are outside of their control, such as traffic conditions or the weather.
8. Lack of access to benefits: Gig workers often do not have access to the same benefits as traditional
employees, such as health insurance, paid sick leave, and paid vacation. This can make it difficult for
gig workers to protect themselves financially and to take time off when they need it.

7
Challenge 4: Workplace Conditions

1. Long and Irregular Working Hours: Many gig workers have to work for long and irregular hours in
order to meet the demands of clients and earn a sufficient income. It leads to fatigue and burnout,
impacting their overall health and well-being.
2. Lack of Occupational Health and Safety Measures: Often times gig workers are involved in
precarious work conditions. They operate without access to workplace safety measures and
protections. This is especially true for those involved in physically demanding roles, such delivery
personnels and ride-sharing drivers.
3. Absence of Grievance Redressal Mechanisms: Gig workers struggle to resolve issues or grievances
with platforms, their grievance redressal mechanisms is generally not well defined and easily
accessible.
4. Lack of public infrastructure: Sometimes, the gig-workers work very odd hours such as delivering
goods very early in the morning, or driving a cab non-stop 24 hours in a day. During such cases, there
is a general lack of infra facilities such as absence of public washrooms, fresh drinking water that
create a less-friendly work environment for the concerned workers.

Challenge 5: Social Security

1. Workers aren’t aware about social security schemes: Gig-workers aren’t aware about the social
security schemes that they can avail and the platforms don’t invest heavily in educating the workers
about the same.
2. Lack of recognition to be considered under mandatory schemes: Some companies don’t recognize
gig-workers as employees and instead term as “partners” in the employment. Because of this minor
change, such workers aren’t legally eligible to be part of schemes such as EPF (Employee Provident
Fund) which can have an adverse impact on the worker and their family.

Actionable Recommendations
To address the issues raised in this study, we have identified a few proposals that will necessitate collaboration
from a variety of stakeholders, while others may require further consideration. These recommendations can
be viewed as steps for the key stakeholders to make an impact in improving the livers of the gig-workers,
facilitate greater inclusion and establish a level playing field.

Recommendations Stakeholders

Establish 'weekly login hours' based KPIs rather than 'daily task' based
Platforms & Investors
compensation to give workers with revenue consistency.

Allowable monetary incentives (tax breaks, subsidies, grants, and so on)

and preferred corporate treatment for platforms that recruit more women Governments, Business
Platforms & Firms
workers

8
 Continuously engage and create conversations between community-based
organisations (CBOs) and non-governmental organisations (NGOs) to CBOs, NGOs, Philanthropy
connect female gig-workers with platforms to improve and enhance the bodies
process of women hiring

Adopt a gender-neutral, inclusive tone and wordings in advertisements to

help women community feel safe in applying for such jobs. This will Platforms
enable platforms to expand markets and attract more women customers

Localise services to remove safety hazards and a lack of public facilities,

Platforms, CBOs, NGOs
both of which pose a barrier to employees' well-being in the gig economy.

Provide workers with suitable financing choices &

concessional capital in the form of microfinance schemes and Banks, NBFCs
shared subsidy programmes.

Conduct frequent refresher trainings to increase worker salaries while

Platforms
making them employable in the long run.

To promote a transparent work atmosphere, provide more information to

Platforms, Workers’ Union
employees about payment, reward, and commission mechanisms.

Use community-based training to help remove obstacles for female

platform gig workers while addressing biased societal norms, hence NGOs and social groups
assisting platforms in employing female employees.

More platform gig employees should be transitioned to a 'fixed wage plus

Platforms, Investors,
algorithm-driven incentive' model.

Governmental Support for the future of Gig Economy

The Indian government has also promoted the gig economy in several ways. Ministry of Labour and
Employment in 2021, launched the e-Shram portal. This is essentially a database of people working in the
unorganized sector and has their Aadhaar numbers. Name, occupation, address, education, skill categories,
and family information. As of May 2022, 94% of the 27.69 million informal sector employees enrolled on the
e-Shram platform earned less than INR 10,000 per month, and 74% were SC, ST, or OBC. The main goal of
the portal is to create a central database to track the gig-workers and get insights on their employability,
implement social security schemes, and share their information with stakeholders to deliver welfare schemes.

The Parliament passed the Code on Social Security, 2020, in March 2022 as one of the four Labour Codes,
regulating gig and platform workers for the first time. The Code recommends EPFO and ESIC schemes for

9
gig and platform workers' social security. The Code created a Social Security Fund to enhance plan benefits.
In June 2022, NITI Aayog published 'India's Booming Gig and Platform Economy'. It discusses India's gig
economy's pros and cons. It also incorporates global social security best practises, category-specific skill
development, and industry job creation.

With these improvements and more on the horizon, India is expected to remodel its gig and labour workforce
with concentrated possibilities, greater employment, a strict labour legislation, and higher wages for the
unorganised sector. India is set to lead the gig workplace revolution with a half-billion workforce, the world's
youngest population, rapid urbanisation, and widespread smartphone use.

Conclusion
The first key takeaway that we can draw after conducting this research is that gig economy is here to stay and
this is something that every stakeholder including the government has to deal with. The number of gig-workers
working in different industries would only increase in a country like India and thus it is especially important
that the government puts in adequate laws to deal with the challenges faced by the gig-workers and make it
fair and equal for all stakeholders. According to the current, the major law missing is that the central and state
governments haven’t recognised and given the exact definition of a “gig-worker” because of which there is
ambiguity on the future path. Therefore, given the rise of platform economy and influx of gig-workers, it
would be very important for the stakeholders to form and amend existing laws that are equitable to all
stakeholders.

Secondly, there are both pros and cons for the workplace environment for the gig-workers. The platforms,
such as Uber, Ola, Zomato are the majority employers of gig-workers and do implement some steps/programs
that benefit such workers. However, the disadvantages greatly outweigh the benefits and hence, we take a
stance that the current working conditions aren’t friendly and there is a major scope for improvement. We
have taken a customer journey approach and observed that in each steps of a gig-workers, from onboarding to
exiting the company, they face multitude of challenges with the platforms holding the upper hand. While gig
work provides flexibility and accessibility to employment, it is also plagued by numerous challenges, such as
lack of stability and benefits, low wages, exploitative practices, workload and burnout, and limited collective
bargaining power. These issues highlight the urgent need to address the concerns and well-being of gig
workers.

Lastly, we also propose certain steps that stakeholders such as platforms, governments, associations and NGO
can implement to make the workplace conditions friendlier. Addressing workload and burnout concerns
involves encouraging gig platforms to promote healthier working practices, implement reasonable working
hour guidelines, and emphasize the importance of maintaining work-life balance. Furthermore, we also
commend the Indian government efforts to support gig workers and the gig economy through various schemes
such as the e-Shram portal. In the future, we hope that the recommendations in this report are heard by the
appropriate authorities and there is a collaborative effort between the relevant stakeholders to eradicate this
problem from the grass-root level.

10
APPENDIX

11
Preliminary Research
Best practices used by platforms to connect with prospective platform gig-workers

“Using a combination of Google

Ads and an automated chat bot,
Swiggy uses a hands-off
approach for outreach”

TV or
Online
Adverts
“Urban Company offers its
platform gig-workers a Data “In the US, Uber has
flexible incentive scheme to Referrals Driven often resorted to sending
refer their peers to” Outreach “offers of employment”
Outreach to potential platform
also become
gig-workers, identified
professionals through big data
analytics”
Contract
Hiring or
Drives or
vendors

“Even Cargo identifies local nonprofits in a new market and leverages

their networks to identify women interested in gig work”

“Through mass outreach in small localities, Even Cargo establishes trust

and credibility, all the more relevant while working with women workers”

Onboarding process for a platform gig-worker

First-mile Document Contracting and Acquiring of Training sessions

alignment on work submission and alignment on platform specific and piloting of
requirements verification T&Cs equipment work

“Using a contactless “To ensure a

process, Rapido asks consistent level of
its platform gig- service delivery by
workers to upload their platform gig-
“Both Swiggy and
their documents onto workers, Urban
Zomato included a “Even Cargo
the app, which are, Company requires
provision of conducts community-
“As a first step, Uber then verified by the them to buy specific
multilingual based training
recommends platform backend team” products, especially
agreements and a modules, skilling
gig-workers on its commitment to a in their grooming” women in their own
platform to visit their process/policy to services localities to reduce
nearest ‘Partner Seva notify workers of travel costs for them
Kendras’ to begin changes in their terms and build trust in the
their onboarding” of engagement” community”

12
Platforms follow an algorithm-based and online payment model

• "In the food and beverage delivery industry, platforms offer

platform gig-workers a fixed base pay for the first 6-7 kilometers
covered after picking up the food. Beyond this initial distance,
gig-workers receive additional payment of about INR 5-6 per
Food and Beverage kilometer. The total income is determined by the number of
Services completed deliveries, the distance traveled, and the tips received
from customers."

• "In the transport and logistics services sector, payments are

calculated based on the distance covered and the time taken for
each ride. Platforms typically deduct a pre-determined percentage
Transport and Logistics from the fare charged. Additionally, certain logistics platforms
offer a fixed payment for each parcel delivery, taking into
Services
account the shipment size and the distance covered."

• "In the transport and logistics services sector, payments are

calculated based on the distance covered and the time taken for
each ride. Platforms typically deduct a pre-determined percentage
Personal and from the fare charged. Additionally, certain logistics platforms
offer a fixed payment for each parcel delivery, taking into
Homecare Services
account the shipment size and the distance covered."

Share of gig workforce in Distribution of gigable jobs

India 2018, by skill level in India, by service type

Higher skill freelancing (IT, 40.0 37.4

35.4
design, management)
42% 35.0
Number of gigable jobs in

Other low skill gig

Share of gig workforce

30.0
work(cleaning, microtasks)
19%
25.0
millions

Personal services (care,

wellness, teaching) 20.0
17%

Other 15.0 12.1

10%
10.0
Low skill gig work(deliveries) 5.0
5.0
8%
Low skill gig 0.0
work(ridesharing) Shared Skilled Household Unskilled
4%
Services Demand

13
 Share of gig workers versus full time Distribution of gigable jobs
employees in India 2018 in India, by service type

45.0
39.6
Share of gig workforce

40.0

Number of gigable jobs in

35.0
Full Time Employee 32% 30.0
25.0

millions
20.9
20.0
15.0
9.5
Gig Worker 57% 10.0
5.0 1.7
0.0
Construction Transport and Manufacturing Retail
and real estate logistics

Job drivers in India 2020, by gig type

Primary Gig Non Gig

Finance monthly household expenses 32%

42%
Share of gig workforce

To fund other expenses 27%

15%

To be financially independent 17%

16%

To get respect from society/friends 10%

11%

To save up for/fund the education and marriage of childere/siblings 9%

9%

To use my time productively/kill boredom 3%

4%

To improve marriage prospects 2%

3%

Source: BCG, Dynata, Statista, Niti Ayog, Sattva Consulting

These data points are directly captured from respective sources

14
 Interview Transcripts

A). Interview with a Gig Worker (Female, Aged 25, Working as a Graphic Designer)

1. How did you get started as a gig worker in graphic design, and what made you choose this line of
work in the gig economy?

Gig Worker: I have a background in graphic design and wanted the flexibility to work on various projects.
Becoming a gig graphic designer allows me to collaborate with diverse clients, work on exciting projects, and
manage my own schedule.

2. What are some of the common challenges you encounter while working as a gig worker in the graphic
design industry in India?

Gig Worker: One of the main challenges is managing client expectations and revisions. Some clients have
unclear requirements, leading to multiple revisions that can be time-consuming. Additionally, finding new
clients and maintaining a stable income during lean periods can be difficult.

3. How do you manage your time and workload as a gig graphic designer, especially when handling
multiple projects simultaneously?

Gig Worker: Time management is crucial for handling multiple projects. I use project management tools and
set realistic timelines for each task. I also communicate with clients regularly to keep them updated on the
progress.

4. Do you face difficulties in negotiating fair compensation for your graphic design services, and how do
you determine your pricing for different projects?

Gig Worker: Negotiating fair compensation can be challenging, especially with clients on a tight budget. I
determine my pricing based on the complexity of the project, the time required, and the industry standard
rates. It's important to value my skills while being competitive in the market.

5. How do you market your graphic design services as a gig worker, and which platforms or strategies
have been most effective for you?

Gig Worker: I use social media, online portfolios, and freelancing platforms to showcase my work.
Networking through professional events and word-of-mouth referrals have been effective in gaining new
clients.

6. How do you maintain a healthy work-life balance as a gig graphic designer, given the nature of flexible
working hours?

Gig Worker: Work-life balance is important to me. While I appreciate the flexibility, I set boundaries and
allocate specific hours for work. Taking breaks and pursuing personal interests help me recharge and avoid
burnout.

7. In your opinion, what changes or improvements do you believe would enhance the working conditions
for gig workers, particularly graphic designers, in India?

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Gig Worker: Having clearer communication with clients about project requirements and expectations would
reduce revisions and enhance productivity. Moreover, providing access to resources for skill development and
financial planning assistance would benefit gig graphic designers.

B). Interview with a Gig Worker (Male, Aged 35, Working as a Freelance Writer)

1. How did you get started as a gig worker in freelance writing, and what made you choose this line of
work in the gig economy?

Gig Worker: I have a passion for writing and wanted to explore different niches and writing styles. Becoming
a gig writer allows me to take on diverse projects, work from anywhere, and enjoy the freedom of managing
my own time.

2. What are some of the common challenges you encounter while working as a gig writer in India?

Gig Worker: One of the main challenges is finding reliable clients who value quality writing. Some clients
may expect extensive work for low pay, affecting my earnings. Moreover, handling tight deadlines and
managing multiple projects can be demanding.

3. How do you manage your time and workload as a gig writer, especially when handling multiple
projects simultaneously?

Gig Worker: Time management is critical in managing multiple projects. I prioritize tasks based on deadlines
and create a schedule to ensure I meet client expectations. Regular communication with clients also helps in
managing their expectations.

4. Do you face difficulties in negotiating fair compensation for your writing services, and how do you
determine your pricing for different projects?

Gig Worker: Negotiating fair compensation can be challenging, especially with clients looking for low-cost
solutions. I determine my pricing based on word count, research required, and the complexity of the topic. It's
important to communicate the value of high-quality writing to clients.

5. How do you market your freelance writing services as a gig worker, and which platforms or strategies
have been most effective for you?

Gig Worker: I use freelancing platforms, professional websites, and content marketing to showcase my writing
portfolio. Networking with other writers and industry professionals has also been helpful in gaining new
clients.

6. How do you maintain a healthy work-life balance as a gig writer, given the nature of flexible working
hours?

Gig Worker: Work-life balance is crucial for me. While the flexibility is appealing, I set boundaries by
allocating specific work hours and taking regular breaks. Balancing work with personal interests and hobbies
helps me avoid burnout.

7. In your opinion, what changes or improvements do you believe would enhance the working conditions
for gig workers, particularly freelance writers, in India?

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Gig Worker: Ensuring transparent communication between clients and writers about project scope and
deadlines would lead to better work efficiency. Additionally, providing access to resources for skill
development and support with financial planning would be beneficial for gig writers.

C). Interview with a Gig Worker (Female, Aged 30, Working as a Social Media Manager)

1. How did you get started as a gig worker in social media management, and what made you choose this
line of work in the gig economy?

Gig Worker: I have a background in marketing and wanted to specialize in social media management.
Becoming a gig social media manager allows me to work with various businesses and industries, experiment
with different strategies, and have control over my schedule.

2. What are some of the common challenges you encounter while working as a gig social media manager
in India?

Gig Worker: One of the main challenges is staying updated with the ever-changing social media algorithms
and trends. Each platform has its best practices, and keeping track of multiple client accounts can be
overwhelming. Moreover, managing client expectations and proving the effectiveness of social media
campaigns can be demanding.

3. How do you manage your time and workload as a gig social media manager, especially when handling
multiple clients simultaneously?

Gig Worker: Time management is crucial to managing multiple clients effectively. I use social media
scheduling tools and content calendars to plan posts in advance. Setting clear timelines with clients and
regularly reviewing campaign performance helps in meeting their goals.

4. Do you face difficulties in negotiating fair compensation for your social media management services,
and how do you determine your pricing for different clients?

Gig Worker: Negotiating fair compensation can be challenging, especially with clients looking for lower rates.
I determine my pricing based on the number of platforms managed, the complexity of campaigns, and the
expected results. It's important to demonstrate the value of social media management in achieving business
objectives.

5. How do you market your social media management services as a gig worker, and which platforms or
strategies have been most effective for you?

Gig Worker: I use social media platforms like LinkedIn and Instagram to showcase my portfolio and share
case studies of successful campaigns. Networking with other marketing professionals and attending industry
events have also been beneficial in gaining new clients.

6. How do you maintain a healthy work-life balance as a gig social media manager, given the nature of
flexible working hours?

Gig Worker: Work-life balance is crucial to prevent burnout. While the flexible hours are advantageous, I
allocate specific time for work and personal activities. Taking breaks and engaging in hobbies outside of work
help me recharge and stay focused.

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7. In your opinion, what changes or improvements do you believe would enhance the working conditions
for gig workers, particularly social media managers, in India?

Gig Worker: Providing access to social media analytics tools and resources would help gig social media
managers demonstrate the impact of their work. Moreover, supporting gig workers with training in the latest
social media trends and algorithm changes would lead to more effective campaigns.

C). Interview with a Gig Worker (Male, Aged 28, Working as a Virtual Assistant)

1. How did you get started as a gig worker in virtual assistance, and what made you choose this line of
work in the gig economy?

Gig Worker: I have a background in administrative work and wanted the flexibility to work from home.
Becoming a gig virtual assistant allows me to provide administrative support to clients from various industries
and manage my time efficiently.

2. What are some of the common challenges you encounter while working as a gig virtual assistant in
India?

Gig Worker: One of the main challenges is managing multiple tasks for different clients simultaneously.
Ensuring clear communication and prioritizing tasks are essential to meet client expectations. Additionally,
handling time zone differences with international clients can be demanding.

3. How do you manage your time and workload as a gig virtual assistant, especially when handling tasks
for multiple clients?

Gig Worker: Time management is crucial in my work. I use task management tools and set deadlines for each
task to ensure I stay organized. Regular communication with clients also helps in understanding their priorities
and deadlines.

4. Do you face difficulties in negotiating fair compensation for your virtual assistant services, and how
do you determine your pricing for different clients?

Gig Worker: Negotiating fair compensation can be challenging, especially when clients have different budget
constraints. I determine my pricing based on the complexity of tasks, the time required, and the level of
expertise needed. It's important to provide value while remaining competitive in the market.

5. How do you market your virtual assistant services as a gig worker, and which platforms or strategies
have been most effective for you?

Gig Worker: I use freelancing platforms and social media to showcase my skills and expertise. Building a
strong online presence and participating in relevant industry forums have been effective in gaining new clients.

6. How do you maintain a healthy work-life balance as a gig virtual assistant, given the nature of flexible
working hours?

Gig Worker: Work-life balance is crucial to avoid burnout. While the flexibility is appealing, I set specific
working hours and take regular breaks. Engaging in personal interests and hobbies outside of work helps me
maintain a balanced lifestyle.

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7. In your opinion, what changes or improvements do you believe would enhance the working conditions
for gig workers, particularly virtual assistants, in India?

Gig Worker: Providing access to training and resources for skill development in administrative tasks would
enhance the expertise of gig virtual assistants. Moreover, offering support with managing client expectations
and handling time zone differences would lead to better client satisfaction.

D). Interview with a Gig Worker (Female, Aged 23, Working as a Voiceover Artist)

1. How did you get started as a gig worker in voiceover artistry, and what made you choose this line of
work in the gig economy?

Gig Worker: I have a background in performing arts and discovered my passion for voice acting. Becoming a
gig voiceover artist allows me to work on diverse projects like commercials, audiobooks, and animations, and
have the freedom to manage my schedule.

2. What are some of the common challenges you encounter while working as a gig voiceover artist in
India?

Gig Worker: One of the main challenges is competition in the industry. Many voiceover artists are vying for
the same projects, making it challenging to secure consistent work. Moreover, managing tight deadlines and
delivering quality recordings can be demanding.

3. How do you manage your time and workload as a gig voiceover artist, especially when handling
multiple projects simultaneously?

Gig Worker: Time management is essential to handle multiple projects. I prioritize tasks based on deadlines
and maintain a content calendar for ongoing projects. Regular communication with clients helps in
understanding their requirements and delivering recordings on time.

4. Do you face difficulties in negotiating fair compensation for your voiceover services, and how do you
determine your pricing for different projects?

Gig Worker: Negotiating fair compensation can be challenging, especially when clients have budget
constraints. I determine my pricing based on the length of the script, the type of project, and the client's usage
rights. It's important to convey the value of professional voiceover work to clients.

5. How do you market your voiceover services as a gig worker, and which platforms or strategies have
been most effective for you?

Gig Worker: I use online platforms, social media, and my professional website to showcase my voiceover
portfolio. Collaborating with producers and industry professionals and participating in voiceover events and
workshops have also been effective in gaining new opportunities.

6. How do you maintain a healthy work-life balance as a gig voiceover artist, given the nature of flexible
working hours?

Gig Worker: Work-life balance is crucial for me. While the flexible hours are appealing, I allocate specific
hours for work and take breaks to rest my voice. Engaging in relaxation techniques and hobbies outside of
work helps me maintain a healthy balance.

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7. In your opinion, what changes or improvements do you believe would enhance the working conditions
for gig workers, particularly voiceover artists, in India?

Gig Worker: Providing access to training and resources for voiceover artists to hone their skills and create
professional recordings would elevate the quality of voiceover work. Moreover, fostering collaborations
between artists and clients would lead to more engaging and rewarding projects.

E). Interview with a Gig Worker (Male, Aged 31, Working as a Web Developer)

1. How did you get started as a gig worker in web development, and what made you choose this line of
work in the gig economy?

Gig Worker: I have a background in computer science and wanted to explore various web development
projects. Becoming a gig web developer allows me to work on diverse websites and applications, enhance my
skills, and enjoy the freedom to work remotely.

2. What are some of the common challenges you encounter while working as a gig web developer in
India?

Gig Worker: One of the main challenges is handling client expectations and revisions. Some clients may have
unclear requirements, leading to multiple changes in the project scope. Additionally, managing multiple
projects simultaneously can be demanding.

3. How do you manage your time and workload as a gig web developer, especially when handling
multiple projects simultaneously?

Gig Worker: Time management is crucial for handling multiple projects effectively. I use project management
tools and set milestones for each task. Regular communication with clients helps in understanding their
priorities and delivering projects on time.

4. Do you face difficulties in negotiating fair compensation for your web development services, and how
do you determine your pricing for different projects?

Gig Worker: Negotiating fair compensation can be challenging, especially with clients on tight budgets. I
determine my pricing based on the complexity of the project, the amount of time required, and the specific
technical skills needed. It's important to convey the value of professional web development work to clients.

5. How do you market your web development services as a gig worker, and which platforms or strategies
have been most effective for you?

Gig Worker: I use online platforms, professional websites, and social media to showcase my portfolio and
expertise. Networking with other developers and participating in web development communities have also
been effective in gaining new clients.

6. How do you maintain a healthy work-life balance as a gig web developer, given the nature of flexible
working hours?

Gig Worker: Work-life balance is essential to prevent burnout. While the flexibility is advantageous, I allocate
specific hours for work and take breaks to recharge. Engaging in hobbies and interests outside of work helps
me maintain a balanced lifestyle.

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7. In your opinion, what changes or improvements do you believe would enhance the working conditions
for gig workers, particularly web developers, in India?

Gig Worker: Providing access to resources for skill development and staying updated with the latest web
development trends would elevate the expertise of gig web developers. Moreover, offering support with
project management and handling client expectations would lead to better project delivery and client
satisfaction.

F). Interview with a Gig Worker (Female, Aged 27, Working as a Content Creator)

1. How did you get started as a gig worker in content creation, and what made you choose this line of
work in the gig economy?

Gig Worker: I have a passion for writing and creating digital content. Becoming a gig content creator allows
me to work on diverse projects like blogs, social media content, and video scripts, and have the freedom to
explore different niches.

2. What are some of the common challenges you encounter while working as a gig content creator in
India?

Gig Worker: One of the main challenges is managing multiple content types and platforms simultaneously.
Each platform has its best practices, and keeping track of various projects can be overwhelming. Additionally,
handling tight deadlines and delivering high-quality content can be demanding.

3. How do you manage your time and workload as a gig content creator, especially when handling
multiple projects simultaneously?

Gig Worker: Time management is essential to managing multiple projects effectively. I use content calendars
and set milestones for each content piece. Regular communication with clients helps in understanding their
priorities and delivering content on time.

4. Do you face difficulties in negotiating fair compensation for your content creation services, and how
do you determine your pricing for different projects?

Gig Worker: Negotiating fair compensation can be challenging, especially when clients have tight budgets. I
determine my pricing based on word count, research required, and the complexity of the content. It's important
to convey the value of high-quality content creation to clients.

5. How do you market your content creation services as a gig worker, and which platforms or strategies
have been most effective for you?

Gig Worker: I use online platforms, social media, and my professional website to showcase my writing
portfolio. Collaborating with content creators and industry professionals and participating in relevant writing
communities have been effective in gaining new clients.

6. How do you maintain a healthy work-life balance as a gig content creator, given the nature of flexible
working hours?

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Gig Worker: Work-life balance is crucial for me. While the flexible hours are advantageous, I allocate specific
hours for work and take regular breaks. Engaging in personal interests and hobbies outside of work helps me
recharge and stay focused.

7. In your opinion, what changes or improvements do you believe would enhance the working conditions
for gig workers, particularly content creators, in India?

Gig Worker: Providing access to training and resources for content creators to hone their writing skills and
adapt to various content formats would elevate the quality of content creation work. Moreover, fostering
collaborations between creators and clients would lead to more engaging and impactful content projects.

Interview Analysis
Analysis of Interview with a Gig Worker (Graphic Designer):

In this interview with a 25-year-old female graphic designer, we gain insights into the gig economy's
conditions for creative professionals. The gig worker embraced gig work to enjoy the freedom of managing
her schedule and working on diverse projects. However, she faces challenges such as managing client
expectations and negotiating fair compensation. The need for effective time management to handle multiple
projects is evident, along with the importance of marketing strategies like social media and word-of-mouth
referrals for gaining clients.

To enhance working conditions, the graphic designer suggests clearer communication with clients to avoid
revisions and providing access to resources for skill development. Transparent pricing strategies and standard
contracts would also benefit gig graphic designers. Overall, the interview highlights the importance of
balancing creativity with business acumen in the gig economy, and the potential for improvements lies in
establishing better support systems for gig workers in the creative industry.

Analysis of Interview with a Gig Worker (Freelance Writer):

In this interview with a 35-year-old male freelance writer, we gain insights into the challenges and advantages
of gig work in the writing industry. The gig worker appreciates the flexibility that gig writing offers, but faces
difficulties in negotiating fair compensation with clients seeking lower rates. Effective time management and
setting clear boundaries are crucial for handling multiple projects and maintaining a healthy work-life balance.

To enhance working conditions, the freelance writer suggests offering support with managing client
expectations and access to resources for skill development. Transparent communication about project scope
and deadlines would also lead to better efficiency. The interview underscores the need for recognizing the
value of professional writing and providing fair compensation for gig writers in the gig economy.

Analysis of Interview with a Gig Worker (Social Media Manager):

In this interview with a 30-year-old female social media manager, we gain insights into the gig economy's
conditions for marketing professionals. The gig worker values the flexibility and diversity of clients in gig
work but faces challenges in keeping up with social media algorithms and handling client expectations.
Effective time management and communication are essential for juggling multiple clients and projects.

To enhance working conditions, the social media manager suggests providing access to resources for skill
development and support with project management. Training in the latest social media trends and algorithms

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would benefit gig social media managers, leading to more effective campaigns. The interview highlights the
importance of continuous learning and client management in the dynamic landscape of social media marketing
in the gig economy.

Analysis of Interview with a Gig Worker (Virtual Assistant):

In this interview with a 28-year-old male virtual assistant, we gain insights into the gig economy's conditions
for administrative professionals. The gig worker appreciates the freedom of remote work but faces challenges
in managing multiple tasks and time zone differences with international clients. Effective time management
and communication are crucial for meeting client expectations.

To enhance working conditions, the virtual assistant suggests providing resources for skill development in
administrative tasks and support with client management. Handling time zone differences would lead to better
client satisfaction. The interview emphasizes the need for efficient communication and time management in
the virtual assistance gig industry.

Analysis of Interview with a Gig Worker (Voiceover Artist):

In this interview with a 23-year-old female voiceover artist, we gain insights into the gig economy's conditions
for creative professionals in the entertainment industry. The gig worker finds freedom in exploring various
voiceover projects but faces challenges in competition and tight deadlines. Effective time management and
communication are crucial for delivering high-quality recordings.

To enhance working conditions, the voiceover artist suggests providing access to resources for skill
development and fostering collaborations between artists and clients. Enhancing expertise in voiceover work
and managing client expectations would lead to more rewarding projects. The interview highlights the
significance of continuous skill improvement and collaboration in the voiceover gig industry.

Analysis of Interview with a Gig Worker (Web Developer):

In this interview with a 31-year-old male web developer, we gain insights into the gig economy's conditions
for tech professionals. The gig worker appreciates the freedom to work remotely and explore various web
development projects but faces challenges in managing client expectations and multiple projects. Effective
time management and communication are crucial for handling complex tasks.

To enhance working conditions, the web developer suggests providing access to resources for skill
development and support with project management. Better communication between clients and developers
would lead to improved project delivery. The interview highlights the importance of continuous learning and
efficient communication in the web development gig industry.

Analysis of Interview with a Gig Worker (Content Creator):

In this interview with a 27-year-old female content creator, we gain insights into the gig economy's conditions
for writers and creators. The gig worker values the freedom to explore different content types and niches but
faces challenges in managing multiple platforms and tight deadlines. Effective time management and
communication are crucial for delivering quality content.

To enhance working conditions, the content creator suggests providing access to resources for skill
development and fostering collaborations between creators and clients. Enhancing expertise in various content
formats and managing client expectations would lead to more impactful projects. The interview underscores
the importance of continuous learning and collaboration in the content creation gig industry.

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Overall, these interviews with different gig workers provide valuable insights into the challenges and
opportunities in India's gig economy. Common themes such as time management, client management, and the
need for skill development emerge across professions. Additionally, the gig workers suggest improvements
like transparent communication, support with project management, and access to resources for skill
development to enhance working conditions for gig workers in various industries.

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