(Report) Life of A Gig Worker - 1990 Research Labs

Life of a gig worker
1990 RESEARCH LABS AUGUST 2023

lipkart • PharmEasy •
Zomato • Urban Compa
The people you know; the stories you don't
Amazon• Dunzo • Blinki

Most reports you read are filled with numbers and broad overviews. They're useful,
but they might miss the human side of things. That's what this report aims to show.
Instead of statistics, we're zooming in on the personal stories of gig workers. These
might be people you see daily, but do you really know their stories? We want to take
you beyond the familiar faces, right into their lives. We believe understanding them
on a deeper level can offer insights that numbers alone cannot.
About the study
At 1990 Research Labs, we wanted to dig into the lives and
struggles of platform gig workers in India. So, we connected with 12
of them for detailed interviews. These folks were from different parts
of the country, working full-time or part-time, and were all working
for various online platforms. It was a chance to hear their stories
straight from them. During the interviews, we explored
1. Their reasons for choosing to work with these platforms,

2. The daily hurdles they encounter,
3. How they managed their finances, and
4. What their future dreams and goals were.
3
Disclaimers about the study
01 02 03
The study primarily focuses on bike The interviews were conducted in the To safeguard their anonymity, the
delivery partners and cab drivers participants' native language through names of the participants have been
throughout India. remote means, and then translated concealed.
into English.
04 05 06
We made sure to compensate the The images included in this report are Appropriate news pieces and reports
participants for their time and effort in either stock photos or created using are quoted to provide perspective.
sharing their stories with us. Midjourney.
4
Interview Stats
Total no of gig workers: 12
Full time: 10 | Part time : 2 Gurgaon
Jaipur Varanasi
Total no of cities: 8 Indore

Rajkot
Working for: Swiggy, Zomato, OLA, UBER, Ahmedabad
Instamart
Navi Mumbai
Bangalore
5
Table of contents What is gig economy? 11
Becoming a gig worker 18
Life of a gig worker 30
Managing finances as a gig worker 72
Goals and aspirations of a gig worker 93
Conclusion 102
6
STORY
1.43 B
POPULATION OF INDIA
64.2%
WORKING AGE POPULATON
Median
Age
28 39
INDIA
YRS
CHINA
YRS > 80%
WORKING IN INFORMAL SECTOR
6.8%
URBAN UNEMPLOYMENT RATE
LACK OF
Formal Jobs
INCREASE IN
Underemployment
7
India is entering a golden period of
demographic dividend where the
working age population is higher than
the dependent population.
Historical analysis shows that major economies
have leveraged demographic dividends to
establish dominance. Japan utilized it in 1964 and
China in 1994. Experts predict that India's
demographic dividend, which began in 2018, will
lead to its global ascendance.
However, there is a concern that is Source: The Economic Times, 22nd July 2019
troublesome…
8
we have an
Employment
problem
We haven't been able to create enough jobs to
absorb new workers entering the workforce.
& Source: Business Today, 7th November 2019
Employability
problem
We have not been able to produce graduates with
the necessary qualifications to meet the demand
for skilled workers.
Source: The Hindu, 8th May 2022
9
Gig Economy
The gig economy is growing by taking advantage of employment challenges
by bringing more people into contract-based work.
10
What is Gig
Economy?
A short introduction to the new mode of employment.
11
Let's look at some definitions
Gig Economy Gig Workers
The gig economy is a part of the labor market where Gig work refers to the individual jobs or "gigs" that people
short-term contracts or freelance work are common, do within the gig economy. A gig might be a single
rather than permanent jobs. It's like a marketplace where project, like designing a website or driving for a rideshare
people offer their skills for temporary projects. This kind service. It's usually a temporary task, and once it's done,
of work gives people the flexibility to choose when, the worker moves on to the next gig. It's a way of
where, and how they work, but it might not offer the working that can give people a lot of freedom, but it can
same benefits or job security as a full-time job. also be unpredictable.
12
Growth of Gig Workers in India
The gig workforce is growing fast and starting a
whole new way of working around the world. In
Estimated number of gig workers in India
India, this is even more noticeable. With a young 250 235 Lakhs
population of half a billion workers, lots of people
moving to cities, and nearly everyone using 200
smartphones and technology, India is leading the
way in this new work revolution. It's not just a small
150
change; we believe it's the beginning of
something big.
100
77 Lakhs
68 Lakhs
50
0
2019-2020 2020-2021 2029-2030 (E)
Source: India's booming gig and platform economy, Niti Aayog, June 2022
13
Nature of jobs in India
Blue collared jobs

Education White collared jobs
and training
These are jobs that involve physical labor These are jobs that usually take place in an
and hands-on work. Examples include office and involve mental or administrative work.
construction workers, mechanics, Examples include managers, accountants,
plumbers, and electricians. lawyers, and software developers.
14
Where do platform
gig work fall? FREELANCERS ON
UPWORK OR FIVERR
Blue collared jobs Platform gig work White collared jobs
DRIVERS ON OLA, RIDERS ON

SWIGGY/ZOMATO, PROFESSIONALS
ON URBAN COMPANY
15
Gig workers Gig workers
classification
Non platform
Platform workers
workers
Individuals who find work outside online

Individuals who find work on
platforms like construction workers,
online platforms for gigs
farm labourers, photographers etc.
In this report, "gig workers" or "platform

workers" refer to those who perform
Blue collar White collar
physical work through online platforms workers workers
such as Swiggy, Zomato, OLA, UBER, and
workers who usually do physical workers are those who do office or
Urban Company.
work, like drivers, delivery persons, or computer-based work, like designers,
handymen. writers, or programmers.
16
Popular gig platforms
FOOD DELIVERY RIDE SHARING HOME SERVICES
LOGISTICS GROCERY OTHERS
(HR SaaS)
(Job marketplace)
(Job marketplace)
17
Becoming a
gig worker
What motivates an individual to choose a career as a gig
worker through an online platform?
18
Reasons to move towards
platform gigs?
Small
Low skilled Full time Fresh
business
labour jobs jobs graduates
owner
` `
`
time FLEXIBILITY, for the lack of appropriate
time FLEXIBILITY, better WORK autonomy AND MONEY jobs for their education financial loss or business
ENVIRONMENT AND MONEY mismanagement
Platform
Work
19
Gig workforce
witness 5x demand
Tough times in startups have led more people to the gig
workforce due to funding shortages and mass layoffs. Taskmo,
a marketplace for gig work, found that their users grew by 21%,
and the demand from recruiters for gig workers went up 5
times in January 2023. But it's not just the big cities diving into
this pool. Smaller places like Indore, Bhopal, and Vadodara are
joining in too. Hiring someone for a gig costs less than a full-
time worker. You save on salary, taxes, benefits. The rise in
demand is seen across Quick commerce, Healthtech, Fintech,
and E-commerce.
Source: The Mint, 25th February 2023
20
How are they being introduced to the
platforms?
Advertisements Friend's motivation Family Recommendations

Advertisements about the gig platforms Watching relatable people use platforms The family elders suggest using online
on TV, the internet and banners. to make a good income. platforms to help their children find jobs.
21
The advertisements on TV and in
newspapers prompted me
The food delivery sector has been advertised on TV for

a long time. You can order food online from platforms
like Zomato and Swiggy. I also used to order food
sometimes, and some people who lived nearby used to
deliver food to me. When I was in a bad situation, I
asked some people I knew about the procedure to join
this field. I learned about the entire process and then
joined the sector myself.
- A1, 40M, Varanasi, Swiggy
22
My friends introduced me to Zomato
as a way to earn extra income.
I'm from Bihar. I couldn't find a good job there, so I did

some odd jobs here and there. I even searched in
Patna, but to no avail. I had to rely on friends and
relatives to come to Bangalore because I didn't know
anyone here. Then, I found out from some friends that I
could work part-time in Zomato. I used to work there
from 7-11pm after my 8 hour job. I did this for nearly a
year and then decided to work full-time.
- V1, 32M, Bangalore, Instamart
23
My father asked around the
neighborhood about Swiggy on my behalf.
My father told me about this work at Swiggy. He

learned about it from people who are already working at
Swiggy. He asked a few of them about the payment
and work, and they told him that they earn around 30K
working for 8-9 hours a day. Then I joined too and
bought a second-hand vehicle for this work.
- A5, 20M, Rajkot, Instamart
24
What led them to choose employment with
an online platform?
Less labor intensive Financial losses Better salary Work flexibility

Labor-intensive work demands A few of them experienced For some, platform work offer They enjoy making their own
significant effort. financial losses in their better salaries than their previous schedules and not having an
businesses or personal life. jobs authority to answer to directly.
25
I prefer food delivery over courier services
due to lighter loads.
The food delivery segment is a favorable option as
compared to courier deliveries where riders have to
carry a heavy burden. Moreover, while taking
customers along on a ride, it is uncertain whether the
customer will be cooperative or not. If the customer is
good, they will cooperate with you, but if not, they may
complain about your driving. Hence, I chose the food
delivery segment as it is a much better option
compared to these factors.
26
I am currently working to repay the
money that my dad had borrowed.
My dad borrowed money from some people, and now

they are after me. So, I mortgaged my gold and started
paying them, but they kept increasing the interest. I
didn't have any money, and I deactivated my phone
number and took two new numbers. Then, I came here
to stay in a rented house. I had a friend working in
Swiggy, so I took some information from him and joined
Swiggy, where I get weekly earnings.
- A4, 30M, Navi Mumbai, Swiggy
27
Swiggy is better than my previous job, I am
happy about it.
Swiggy is better than my previous job, but it sometimes

has issues. There are not always enough orders.
However, if there are regular orders, I can earn up to
1300 per day for 12 hours of work. This includes a
petrol expense of Rs. 200. Overall, I feel that what I am
doing now is good.
28
I chose this job for its low pressure and
good pay.
I joined Zomato because I liked it and because there are

no fixed working hours. There are no deadlines to meet,
and you can work when you feel like it. You are your
own boss and can work at your own pace. However, I
still set my own schedule from 10 in the morning until 10
at night.
- S1, 42M, Ahmedabad, Zomato
29
Life of a gig
worker
The challenges that platform workers face in their
day-to-day tasks.
30
1
Managing food and water during
working hours
2
Resting during non peak hours and
leaves
3 Lack of safety for platform workers
4 Other challenges
31
Managing food
During our conversation we learnt that most of their time is
on the road, delivering food or waiting for cab rides. People
who migrated from other states didn't have the luxury to go
home for meals, so they start their day around 8 or 9 am
with breakfast at home and cook again when they reach in
night. Lunchtime is tricky. It's their busiest time, so they often
delay lunch until 2 PM - 4 PM when things slow down.
Some go home for lunch, but many don't know where they'll
be, so they eat where they can. Lunch outside costs Rs.100
-150 daily, so some skip it and just have snacks like tea and
samosas, even though that can still cost Rs. 100.
32
I occasionally cook and take along
with me for work
I eat quickly in the hotel or prepare food in my room.

Sometimes I cook lunch before work, but if I skip it, I
have snacks in the evening. At night, I make food for
myself in my room. This morning, I brought a potato
and tomato dish in a tiffin. I make roti and get ghee also
from home. If I'm late, I eat in the hotel; otherwise, I
cook at home. We eat when we're hungry and rest after
work.
- A2, 22M, Gurgaon, Uber
33
I have some juice or sandwich during
my short breaks
I start my day at 10 am and usually don't have time for

lunch until after 3 pm. Between 12 pm and 2 pm, I'm
usually busy with a higher volume of orders. If I do have
a break, I'll have a sandwich or some juice. I don't like to
eat a full meal while I'm riding my bike because it can
cause stomach discomfort.
34
Sometimes I eat lunch at 5 PM in the
evening
I start working at 9:30-10 AM after having breakfast,
and then I leave for work. After that, I get orders and
keep working. I stay on the field whether or not I’m
getting orders. There is a peak time from 12-4pm,
during which I keep working. Sometimes I have lunch
around 5. If I get an order while I'm having lunch, I eat
quickly within 10-15 minutes and complete the order. I
stop working by 10:30-11 PM at night and go home to
eat the food that my wife has prepared.
35
Managing drinking
water
Another major challenge food delivery partners face is the
lack of access to drinking water. Although some restaurants
provide water, it's not always available. Even if they bring
water from home, it's not enough to last the whole day. As a
result, they are forced to purchase drinking water, which
adds to their daily expenses. They find it uncomfortable to
ask customers for water.
Another reason for not drinking water is the lack of

accessible and clean toilets during work, which makes it
difficult for them to relieve themselves.
36
We have to carry our own water and it
would get over
Earlier, we were provided with Bisleri water to drink, but
now that has also been stopped. We have to carry our
own water and find a place to sit and eat our food. We
usually sit outside Instamart in the shade. The earlier
center was in a good location with some shady places
to sit, and big trees were there. We would ask the
watchman for a tap to collect water, or if the drinking
water pot was available in the center, we could collect
water from there in our own bottles.
37
Some restaurants offer us water while we
wait for the order
Restaurants usually set aside 15 minutes for food

preparation, but delivery workers cannot wait for that
long. They often have to ask for updates and are
sometimes asked to leave because there are local
customers waiting. However, some restaurants offer us
water or even lime water when it is hot outside.
Unfortunately, only a few such restaurants exist and
others only look after their own.
- H1, 25M, Rajkot, Zomato
38
Gender sidelined in
gig worker issues
Gig work's flexible structure is a real blessing for many women,
allowing them to work after finishing their daily tasks at home.
But there's a hitch: the lack of proper bathrooms keeps them
from working as long as they might want. Some even choose to
not drink water during work, just to avoid the need for a
bathroom break.
Source: The Leaflet, 18th October 2021
39
1
working hours
2
leaves
4 Other challenges
40
Resting during non
peak hours
Have you ever wondered why there are clusters of food
delivery partners in certain areas of the city? They're not
necessarily stationed there, but instead are trying to boost
their chances of receiving an order by positioning
themselves near popular restaurants. During non-peak
hours, when food orders are scarce, they tend to take a
break. Since they don't have designated rest areas, many of
them have to settle for finding a shaded spot or parking their
bike and taking a quick nap. Finding a suitable place to rest
can be quite a challenge for these delivery executives during
these off-peak hours.
41
I rest on my bike whenever I get some
time between orders
Orders keep coming throughout the day, whether it's
every 10, 15, or 30 minutes. When there are no orders, I
keep the bag at the back of the vehicle and lie on top of
it with my feet stretched towards the front, my back in
the center, and my head on top of the bag. I wait in the
area where we receive orders, with the vehicle on the
main stand, and go to sleep. We can hear the sound
when we receive an order. We don't have any issues
parking the vehicle.
- Y1, 42M, Indore, Swiggy
42
There are no seating arrangement
provided for us
To maximize orders, I position myself near restaurants
that consistently receive orders. During peak hours, up
to 50 orders could come in within an hour. Even during
non-peak hours, from 4 PM to 6 PM, at least 20 orders
come in. Sitting near these restaurants during non-
peak hours can still result in a few orders. Swiggy
doesn't provide seating arrangements, so we park our
bikes in shaded areas or where there's a breeze and sit
on our bikes.
43
Zomato builds rest points for
delivery partners
Zomato recognized the importance of their delivery partners
and introduced "Rest Points." These are special spots with
essentials like water, charging stations, bathrooms, internet,
and first-aid. They're meant to make life safer and better for
gig workers, helping their physical and mental well-being.
Right now, these rest areas are open in Gurgaon and
Bangalore, and there are plans for more in key delivery spots.
Not just Zomato riders, but partners from other platforms can
use these spaces too.
Source: Money Control, 16th February 2023
44
Taking days off from
working
The platform workers are paid per gig assigned to them. As
a result, these workers have no fixed number of holidays.
This lack of guaranteed time off is a significant concern for
gig workers, as taking a day off could impact their income.
Platforms operates on a slot system, where delivery partners

must book the slots they are available for delivery in
advance. If a delivery executive fails to show up or cancels a
slot, they are liable for a cancellation fee. This means that
they must plan their absences in advance, which can be
challenging during medical emergencies.
45
Our salary depends on how many
days we work
The salary depends on the work being done,

sometimes ranging from 7000 to 10000 rupees per
week. If we work continuously, it usually falls in between
that range. During the rainy season, we have health
problems which can cause us to work only 4-5 days a
week. Additionally, bad weather can also affect our
ability to work. I only take time off if there is a problem
or if I have other work to attend to.
- V1, 32M, Bangalore. Instamart
46
It has become challenging to plan
leaves beforehand
Now, the timing is also very longer in Swiggy. All
employees, not just me, are troubled. The payment is
less, and the timing is now 16 hours. Earlier, we could
start from 12 and get a 2-hour break before working until
10 pm. Now, there is a 15-30 minute break in every slot,
and if an order is cancelled, there is a penalty. It's good in
a way, but suppose you're in the 12-4 slot. You have to
wait for the slot to open, then add the order, and then
work. Earlier, we were booking the entire week and
adjusting our leaves accordingly. Now, it's difficult to take
leave.
47
1
working hours
2
leaves
4 Other challenges
48
Safety for delivery
executives
When delivery executives are assigned deliveries in poorly lit
areas, especially late at night, they often fear for their safety.
They frequently encounter challenges such as customers
not answering their calls, intentionally delaying payment for
COD orders, or finding excuses to get free food. Those who
are assigned late-night deliveries also face the risk of being
assaulted in unfamiliar areas.
Also It's not uncommon for delivery executives to be

discriminated against for their dress code in public spaces.
Online platforms run awareness campaigns to encourage
customers to treat their riders better.
49
I fear of being robbed in certain delivery
areas
Sometimes we have to go to locations where there is
nothing. There are thieves who rob and beat you. We
get orders from such locations, and customers
sometimes place orders before sleeping and then do
not pick up the phone. You can cancel such orders
during the day, but if you receive them after midnight,
they will be canceled but counted as a denial. This will
decrease the number of orders I have. If we cancel
orders, the company will not give us further orders and
will only give us orders when no one else is available.
50
Accidents could occur even if I'm driving
safe
The problem for taxi drivers is that accidents can occur

when driving a bike, especially when someone hits
them from behind. Although they are driving properly,
some people still drink and drive, which is particularly
common in the evening. Furthermore, some people
drink and drive even when they are operating a four-
wheeler. As a result, taxi drivers need to be extra careful
while driving to avoid accidents.
- M1, 30M, Jaipur, Uber
51
My parents feel I should work in the
morning instead of at night.
Earlier, I used to do other work during the day. Then, at

night, I would deliver for Swiggy. If a customer ordered
a cake, I would go out at night. However, it is very risky
to deliver at night because there is a chance of attacks
and accidents. My parents told me to work during the
morning hours instead.
52
Gig workers yearn for dignity
Delivery partners encounter problems like unsafe conditions
and unequal treatment in their jobs. They often find
themselves in hostile environments, restricted from using
certain elevators or dealing with customers who misuse their
services. The frustration builds up from a lack of respect,
whether it comes from customers, security guards in upscale
neighbourhoods, family, or even the companies they work for.
Yet, despite these challenges and even strikes, the need to
make ends meet keeps many workers on the job.
Source: The Print, 10th May 2023
53
Various facets of bias against gig workers
Source: India.com, 13th January 2022

Source: Times Now, 31st August 2022
Discriminatory bias against gig workers Religious bias

The notice board of an apartment complex that has The customer's refusal to accept food from a delivery
placed restrictions on the use of elevators by delivery partner based on their religion displays prejudice and
partners. discrimination.
54
False allegations disrupt delivery
partners' lives
Source: Deccan Herald, 17th March 2021 Source: Business Today, 16th June 2023
A delivery partner was wrongly accused of assault by Another delivery partner was wrongly accused of
the customer, who was eventually charged. kidnapping due to a made-up story by a child.
55
Campaigns by platforms to shift the perception of
delivery partners
Source: Zomato, 24th August 2021 Source: Swiggy, 24th November 2018
The video illustrates the devotion of a delivery agent, putting The video playfully demonstrates why a delivery partner
the timely delivery of orders above pausing for a photo with a might feel a sense of respect when called by their name,
celebrity. instead of being referred to simply as "Swiggy."
56
1
working hours
2
leaves
4 Other challenges
57
Other challenges
Breaking traffic Unpredictability Ever changing Adapting to the

rules and fines around blocking IDs incentive structures technology
58
Breaking traffic
rules and fines
Delivery executives are often pushed to complete a certain
number of orders within a fixed time for monetary incentives,
which can incentivise them to prioritize speed over safety.
Unfortunately, this can lead to reckless behaviour, such as
running red lights or breaking traffic rules. However, if they
do get caught by the traffic police, they will be fined.
Therefore, every traffic rule they break is a gamble that could
potentially result in losing money due to traffic violations.
59
Paying traffic fines adds to my
expenses
If there is a turning or an area below a flyover that is

marked as "no entry," there should be a sign to indicate
this. People travel through these areas daily, and they
should know that it is a no-entry zone. However, the
police do not catch them, but suddenly stop us after
hiding and waiting. If we take that route, 3 or 4 officers
will call out to us to stop. They demand 500 or 1000
rupees and issue a challan
- D1, 27M, Bangalore, Zomato
60
Unpredictability
around blocking IDs
One of the biggest challenges faced by delivery executives
is the unpredictable nature of their IDs getting blocked for
unknown reasons. They often have no idea why their IDs
have been blocked and receive little or no explanation when
they ask for one. Revocation of their IDs is mostly a matter of
luck. In the meantime, delivery executives have to either wait
for their IDs to be unblocked or find other job opportunities.
61
I couldn't get my ID revoked after
being blocked
I worked at Zomato for a year and a half and had one
year of excellent performance. However, two months
ago, my Zomato ID was permanently terminated due to
an issue with my mobile phone. Although I requested
multiple times to reopen my ID, including contacting my
team leaders, Zomato didn't respond. I eventually
tweeted Zomato Care, and my ID was reopened in
January. However, after delivering one order, my ID was
terminated again. I tweeted Zomato Care again but
didn't receive a reply. I then joined Swiggy.
62
Uber's Face Lock,
Drivers Locked Out
In India, Uber drivers grapple with facial recognition technology
to gain access to the app. Issues with selfies, such as changes
in appearance or lighting, lead to interruptions in their work.
Flaws in the verification process result in more lockouts,
hindering their ability to work. Slow responses from customer
service add to these disruptions, leading to the potential loss of
a day's wage. These challenges with facial recognition aren't
just tech glitches; they expose broader gaps in the protection
and support for workers.
Source: MIT Technology Review, 6th December 2022
63
A tale of app glitch
A Swiggy delivery agent named Jitesh Gupta shared a concerning
incident on Twitter. A change in his appearance led to the app's
failure to recognize him, resulting in a troubling misidentification
problem. Though Jitesh has been with the platform for a while, this
snag significantly disrupted his source of income and affected his
family's finances.
Source: Tweet by a delivery partner Jitesh Gupta, 23rd October 2021
64
Ever changing
incentive structures
Over time, the incentive structures on platforms have
undergone changes. These incentives can range from the
minimum payout per order to the minimum number of hours
required or minimum rating to be eligible for orders. The
influx of a large number of new people willing to work at the
same or lower rates puts pressure on full-time workers who
have been doing the job for years. They realise that there is
no long-term career in this field, yet they stick with it as
much as possible to cover their vehicle EMIs.
65
The number of people joining these
jobs have increased in recent times
Earlier<1.5 years ago, salary used to be Rs.1000-1200

according to the schedule which I told you just now.
But nowadays, it has become Rs 600-700 or 800.
Unemployment rates have increased. There are a lot of
unemployed people here (Swiggy) also. Even many new
people are joining Zomato. I don't recommend it to
anyone. Everyone has the right to work, but nowadays
the work has decreased.
66
Women of Urban Company
In 2023, Urban Company implemented changes that set new
minimum standards for partner acceptance rate, customer
ratings, and cancellations in order to remain part of the UC
ecosystem. Failure to meet these standards could lead to being
blocked from the platform. The partners saw these targets as
unrealistic, sparking protests among the workers against the
new scheme. The situation reflects a tension between the
company's efforts to enforce quality standards and the workers'
struggle to adapt to what they perceive as unattainable goals.
Source: Wired UK, 4th August 2023
67
Adapting to the
technology
While platform workers go through onboarding with the
platform, they commonly require additional guidance in the
first few weeks to fully understand and operate the system.
It is important to note that even minor mistakes can block
their IDs. To assist new workers in this process, fellow riders
often offer assistance with tasks such as accepting orders,
navigating Google Maps, and reaching out to customer care.
68
Sometimes finding address on the map is
challenging
There are no bigger challenges if you know the
locations and ways to easily reach them and save
petrol. Sometimes the map displays the wrong location.
For example, it may show a location behind a wall,
where the location ends, and then we must take a U-
turn and go from another direction. Additionally,
sometimes the live location is incorrect. The map
always shows the easiest way, but when we follow it,
the location may end near the wall or another incorrect
location.
- A3, 28M, Rajkot, Zomato
69
Incorrect addresses could cost us
money
We may be charged a penalty if the address is incorrect

and we receive the package back. Sometimes, we try
to call the customer, but we end up waiting for too long
or the customer care does not answer. In some cases,
we may not deliver the package at all if we have to wait
for too long. However, we are advised to wait until the
customer receives the package.
70
A technical glitch made me wait at a
restaurant for one hour.
At times there is an issue, such as the one I faced: one
day I waited for an hour near a restaurant, near Al-Daaz.
I received the order, but the restaurant staff did not
receive it. There were multiple orders at that time, and
the other customer was also getting worried that I had
already picked up their order. The Zomato support team
was unaware of this. When the customer called support
to report this issue, and asked to transfer this order to
someone else, the support team asked me to go and
drop that order off.
71
Managing
finances
How do gig workers manage finances on a daily basis?
72
1
What are the various components of
the income?
2
Where do they spend their money on a
monthly basis?
3 Why aren't they able to save money?
4
How do they manage to meet their
ends?
73
What do their
income comprise of?
Gig payout Incentives Tips
The amount paid for the The extra payment received for The amount customers give
successful completion of meeting the goals set by the voluntarily for the service they
the gig platforms. receive.
74
My earnings vary based on completing ride
targets with varying weekly incentives.
Yesterday, I earned around Rs. 1400-1500. We have

incentives, so including incentives, I got around Rs.
2,468 yesterday. It's like I have a target of completing
80 rides in a time of 1 or 2 days, like that. We get
incentives if we complete the target. For example, if I
complete 80 rides in 7 days, I get incentives of around
Rs. 7500, and it's in addition to the amount earned
through the rides. It's not fixed; we get different
incentives each week.
75
I earned around Rs. 10K working part
time at Zomato
Last month, I earned around 10,000 rupees from

Zomato. If I work for three hours, I earn 250 to 300
rupees, and if I work from 7 p.m. to 12 a.m., I earn 500
to 600 rupees. I paid around 1700 to 1800 rupees to
join Zomato. I thought the amount was too much, but
as I needed a job at the time, I had to pay. It is non
refundable. They provide us with a T-shirt bag and
insurance for that amount.
76
Delivery partners vlog their gigs to earn
additional income from youtube
Rahul Vlogs BR04, 62.9K Subs Gj Kannada, 23.4K Subs OFFICIAL_SANDY_1701, 40.4K Subs
Chandigarh Bangalore Hyderabad

Rapido, Uber, Ola Rapido, Zepto, Swiggy, Loadshare network Swiggy, Rapido
77
1
the income?
2
monthly basis?
4
ends?
78
What do their expenses look like?
School fees /
Saving for children (or)
sibling's marriage
Rent
Utilities Grocery Expenses
Milk &
Vegetables
Loan EMI
(Vehicle, home,
unsecured etc.)
Household essentials
79
I spend money on petrol, meals, rent, and
transportation, & the rest I send home for
household expenses.
I spend Rs 600/- on petrol. Sometimes I put petrol for

Rs 200/- or Rs 300/-, depending on the amount of
work I have. I spend around Rs 200/- for two meals a
day. I also pay Rs 2500/- for rent. I use someone else's
auto, and they charge me Rs 300/- per day. After
deducting these expenses, I have around Rs 10,000/-
to Rs 12,000/- left. I send this money home, where it is
used for various household expenses.
80
I handle my kids' school fees, paying quarterly
with my wife's help
Their children's fees are on an annual basis, but I pay
them quarterly by arranging money from my wife or
savings. One child's fee was 35,000 last year, and the
other child's fee was 32,000, which I have already paid.
Their 12th grade fees are 17,000, which I have to pay in
three installments. The first installment is 12,500
rupees, and I have to pay 25,000 in 15 days. One of my
sons has appeared for his 10th grade exams, and I have
to admit him after his results come out in a few days. I
have to save a little amount and do it.
- A4, 30M, Navi Mumbai, Ola
81
1
the income?
2
monthly basis?
4
ends?
82
Why aren't they
able to save money?
Platform workers face challenges such as unpredictable
incomes, unplanned emergencies, rising inflation, changing
incentives, and low awareness of financial instruments,
hindering their ability to save for the future.
83
High expenses and unexpected costs are making it
difficult for me to save money.
The general cost of living has significantly increased.

Even if there is some small amount of savings, it gets
spent on something. I told you that I earn Rs 16-17000.
Out of this, I have to pay Rs 4000 as EMI, and I give Rs
10000 to my family. Sometimes, we have more
expenses due to unforeseen circumstances. Because
of all of this, we are saving less nowadays.
84
I've to stay at my current job for two more years,
until my loan is paid off.
Currently, I am working here because I have no other

options. I have to continue working here for the next
two years. I have been here for six months. For the past
six months, I have been paying the EMI on my vehicle
loan. I will only consider other options once I have paid
off the loan. This will enable me to save more. I am
currently paying Rs. 1400 every month towards the loan
and have already made six payments out of the total
24-month loan period.
85
Saving isn't easy for me. I send money to support my
siblings' education and help with household expenses
I don't save money in that way. It doesn't happen that

way. I have to send money to my family because my
siblings are studying. There are a lot of expenses in the
house, and my father cannot handle them alone. After
some time, everything will become fine since I am
earning now. There is nothing as such in my family.
What will I do by saving?
86
1
the income?
2
monthly basis?
4
ends?
87
How do they
manage to meet
their ends?
Gig workers need money for different things like fixing
vehicles, paying medical bills, buying a house, or starting a
business. Sometimes, they don't have enough, so they
borrow it. They might get a loan from a bank, or from friends
and family, or even microfinance groups that lend money.
Some people use their saved money to help friends, while
others might use digital apps like Paytm for quick small
loans. Whether it's for daily groceries or big emergencies,
loans help people handle their money needs.
88
We rely on credit for groceries and milk to
manage household needs
We only have one source of income and the only

expenses we have are school fees and household
necessities. The monthly school fees are Rs. 2000 and
we buy groceries on credit, paying them back within
one or two months. We even take milk on credit and
pay it back after five or six months. When necessary,
we borrow Rs. 20,000 to 50,000 from the milkman
and pay it back within six months.
89
I borrowed from a microfinance group as they
have flexible payments.
I borrowed money from a ladies' microfinance group

called 'Bandhan'. Instead of a bank, where I would have
to consider interest rates and other factors, I took this
option. With microfinance, I have the choice of making
weekly or monthly payments. Since I opted for weekly
payments, I can pay off my loan of 50,000 in 48 weeks
or a year. This group operates similarly to how middle-
class individuals take loans, and I trust them because I
have worked with them before and know their reliability.
90
I borrow from friends for sudden expenses, avoiding
banks and gold loans.
When sudden expenses arise, I borrow money from

friends instead of the bank. Banks require many
documents, including an ITR, to approve a loan. Since
my income is not high, I cannot maintain my ITR. Taking
a gold loan is an alternative, but I lost my gold last time
and cannot risk it again. Borrowing from friends is a
better option for me because I can promise to pay them
back within a certain number of days. I can even
manage to pay them back a few days late.
91
I use a postpaid loan from Paytm app to cover
unexpected expenses.
In Paytm, they offer a postpaid loan of 1000 rupees,

which I take every month. I deposit it on the 1st and
withdraw it on the 2nd. If there is an emergency, I use
the loan, but otherwise, it remains in my Paytm
account. At times, when I send money home, I don't
have enough left to fill up my gas tank or go
sightseeing, so I take out a little from the loan. Other
than that, I don’t have any other loans.
92
Goals and
aspirations
What are the dreams and life goals of platform workers?
93
Gig work as a
stepping stone to
achieve dreams
Gig work is often seen as a step toward something bigger
that workers want in life. They might be working online to
reach a short-term goal like paying their child's school fees,
finishing payments for a bike or car, sending money for a
sibling's wedding, or saving to start a business. For those
doing it part-time, it's a way to make extra money on top of
their regular job. People see this time in their life as a bridge
to something larger, like fulfilling a dream. Many of them like
the freedom of working for themselves and hope to start
their own thing one day.
94
I'm doing this job to cover my
household expenses
I am doing this job to cover my home expenses, as well

as to buy clothes and shoes for myself so that I don’t
run out of money. I could do other jobs as well, but they
often require computer skills which I lack. Additionally, if
I were to work in a company, I would have to put in 8-10
hours a day and still not make enough money to meet
my needs. So, what would be the use of working in
such conditions?
95
I currently lack funds to start my own
business
I have ideas for starting a vehicle business, but I lack

the necessary funds. My plan is to purchase a vehicle,
such as an Ertiga, and register it with the Income Tax
department or the Government to earn income. I would
also consider small rides or working in travels. However,
I would need at least 1 to 1.5 lakh as a down payment
for the 12 lakh vehicle. Until then, I will continue working
with Zomato. Currently, I am unable to save any money.
96
I will continue to work here until things
are sorted
I do like the work here at Zomato. I will do it until other

things get sorted out here and there. I am thinking that
if I open a shop in the village, it would be good. I want
to open a garment shop with ready-made clothing. For
that, I will need a handsome amount of money, around
Rs. 4 lakh. It will be saved. However, we had to build the
house and everything in Bihar, so the entire amount of
money went towards that.
97
Making my way
through life with
hope and luck
Sometimes, the dreams of gig workers seem so big and
hard to reach that they try to make money quickly through
online sports betting. They might turn to luck instead of hard
work when they realize that the money they make from
online platforms isn't enough to pay off their debts or save
for their dream venture.
98
I'm trying my luck with online sports
betting…
I am trying my luck with Dream11 by creating a few

teams daily for a chance to win big. Sometimes I bet on
one team, and other times I bet on two or three teams
which costs me Rs. 100 to 200 daily. Although I've lost
a total of Rs. 20,000, I continue to bet on it daily
because it's an opportunity to earn more money and
buy land in the village. This is the only way to earn a big
income, unlike working a regular job like me.
99
and If I win 50 Lakhs, I will buy some
land and do farming
I can buy 3-4 acres of land in the village with Rs. 50

lakh from Dream 11. Owning land is beneficial because
you can farm on it and save up to 2.5 lakh rupees. If
you rent land and the crops fail, you still have to pay the
owner 2 lakh rupees. Renting land can also be
expensive, such as paying 2-2.5 lakh rupees every year
for 6 acres of well-irrigated land. By owning your own
land, you can avoid these expenses.
100
The delivery partner
who cleared a
government exam
Zomato recently celebrated Vignesh, who passed the Tamil Nadu
Public Service Commission Exam while working as a delivery partner
for them. This shows once again how gig jobs like these can be a
good fit for people seeking flexible and temporary opportunities.
Source: Zomato on Twitter
101
Conclusion
People are drawn to gig work in India because The gig economy is great for giving people One big issue we can't ignore is that not
they see it as a chance to be their own boss temporary jobs when there are a lot of workers enough women are part of this economy. To
and make more money. It's like starting a small available. But if we want people to count on get more women involved, we must make
business. But they quickly find out it's not so these jobs for their whole career, we have to fix things like clean bathrooms available, so they
easy to grow, and the rules keep changing. some big problems. We need to make the feel safe and comfortable. The gig economy
Regular jobs often offer better chances to work more predictable and provide benefits has huge potential, but there's still a lot to
move up. For many, gig work is just a step on like paid time off, chances to grow, and figure out to make it work for everyone.
the way to something bigger. financial help like loans and insurance.
102
Social security for gig workers in
Rajasthan
The Rajasthan Assembly passed the Platform-Based Gig Workers
(Registration and Welfare) Bill, 2023. The bill establishes a Welfare
Board and a welfare fund for platform-based gig workers, providing
social security. The board will register workers, integrate welfare fee
deductions with aggregator apps, and ensure access to government
schemes. Gig workers gain the right to registration, a unique ID, social
security access, grievance mechanisms, and representation.
Source: Business Standard, 26th July 2023
103
More states pondering over social security
for gig workers
Karnataka
With more than 300,000 gig workers in the state,
Karnataka government is contemplating establishing Source: The Economic Times, 16th August 2023
a welfare board and welfare fund following in the

steps of Rajasthan
Tamil Nadu
The Tamil Nadu Chief Minister has promised to form a welfare
Source: The New Indian Express, 16th August 2023
board for gig workers to ensure their safeguard and overall welfare
conditions
104
Acknowledgements
A qualitative study isn't just work; it's a shared passion. It's people Research Lead: Dharmesh Ba
coming together with a common goal. For this report on Gig
economy workers in India, we had just such a team, and they Research associates: Garima Sharma, Shamyuktha San
deserve a heartfelt thank you. In everything we do, there's one big
Policy associate: Kanimozhi U
question that looms over our work: 'Can we see this subject in a
new way?' With this project, I believe we've managed to offer a Interviews conducted by: Pragya Verma
fresh look at a familiar subject.
Mid-journey illustration prompts: Subitcha Poorani
More interesting reports on gig economy
Unlocking the potential of Gig India’s Booming Gig and Platform

Economy - India - BCG ↗ Economy - NITI Aayog ↗
Who are we?
1990 Research Labs is first of its kind user research studio focussed The India Notes began as a simple weekly newsletter to discuss themes
on startups and ecosystem enablers. We specialise in uncovering around Indian consumer behaviour. Now it's grown into a lively
Indian consumer insights at the intersection of design, tech and community of 5,000 readers, including company founders, product
culture. We have had the fortune to collaborate with some of the managers, investors, and others working in startups. Every Tuesday, we
prominent names in the tech ecosystem along the lines of CRED, Allen closely examine a fascinating part of the Indian mindset. Want to join in?
Digital, Plum Insurance, Udaan, Jar, and Antler. Learn more about us Click the link below to subscribe to our next edition.
through our website.
1990 Research Labs ↗ The India Notes ↗

Thank You
We work really hard to tell our stories with understanding and care. But we know
there might be other ways to see things, and we're open to hearing them. If you
have any thoughts or suggestions, do write to us.
dharmesh@1990labs.com

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Life of a gig worker

1990 RESEARCH LABS AUGUST 2023

Amazon• Dunzo • Blinki

1. Their reasons for choosing to work with these platforms,

Full time: 10 | Part time : 2 Gurgaon

Total no of cities: 8 Indore

Working for: Swiggy, Zomato, OLA, UBER, Ahmedabad

Becoming a gig worker 18

Life of a gig worker 30

Managing finances as a gig worker 72

Goals and aspirations of a gig worker 93

& Source: Business Today, 7th November 2019

Blue collared jobs

Blue collared jobs Platform gig work White collared jobs

DRIVERS ON OLA, RIDERS ON

Individuals who find work outside online

In this report, "gig workers" or "platform

LOGISTICS GROCERY OTHERS

Source: The Mint, 25th February 2023

Advertisements Friend's motivation Family Recommendations

The food delivery sector has been advertised on TV for

I'm from Bihar. I couldn't find a good job there, so I did

My father told me about this work at Swiggy. He

Less labor intensive Financial losses Better salary Work flexibility

My dad borrowed money from some people, and now

Swiggy is better than my previous job, but it sometimes

I joined Zomato because I liked it and because there are

3 Lack of safety for platform workers

I eat quickly in the hotel or prepare food in my room.

I start my day at 10 am and usually don't have time for

Another reason for not drinking water is the lack of

Restaurants usually set aside 15 minutes for food

Source: The Leaflet, 18th October 2021

3 Lack of safety for platform workers

Source: Money Control, 16th February 2023

Platforms operates on a slot system, where delivery partners

The salary depends on the work being done,

3 Lack of safety for platform workers

Also It's not uncommon for delivery executives to be

- H1, 25M, Rajkot, Zomato

The problem for taxi drivers is that accidents can occur

Earlier, I used to do other work during the day. Then, at

Source: The Print, 10th May 2023

Source: India.com, 13th January 2022

Discriminatory bias against gig workers Religious bias

3 Lack of safety for platform workers

Breaking traffic Unpredictability Ever changing Adapting to the

If there is a turning or an area below a flyover that is

Source: MIT Technology Review, 6th December 2022

Source: Tweet by a delivery partner Jitesh Gupta, 23rd October 2021

Earlier<1.5 years ago, salary used to be Rs.1000-1200

Source: Wired UK, 4th August 2023

We may be charged a penalty if the address is incorrect

3 Why aren't they able to save money?

Yesterday, I earned around Rs. 1400-1500. We have

Last month, I earned around 10,000 rupees from

Chandigarh Bangalore Hyderabad

3 Why aren't they able to save money?

Utilities Grocery Expenses

I spend Rs 600/- on petrol. Sometimes I put petrol for

3 Why aren't they able to save money?

The general cost of living has significantly increased.