A Changing Landscape
The advent of digital platforms has revolutionized the Indian household services sector, impacting traditional work structures. Historically relying on word-of-mouth
and migrant labor, this sector now embraces algorithm-driven, GPS-tracked, on-demand services. For many women, this represents a new path to financial independence, providing more predictable income and, for some, the freedom to work independently. Companies like Snabbit and Pronto, offering home chore assistance, have quickly gained traction in major cities.
The Workday Reality
The lives of these gig workers are marked by grueling schedules. Many women, originating from West Bengal, Bihar, and Uttar Pradesh, often work 12-hour days, including travel and waiting times. These extended hours are necessary to accommodate the cleaning, washing, and laundry tasks. The women also experience the stress of waiting for assignments. This waiting is made harder by a lack of basic facilities, like shade, restrooms, or places to change clothes.
Earnings and Incentives
Though the work is demanding, gig work often offers better pay than previous jobs. Many women report roughly doubling their incomes. For example, Meera from West Bengal shared that she can earn about Rs 1,000 in a day with overtime. The income often comprises more than the base payment, as various incentives, such as bonuses for logging in early and increased weekend rates, all contribute to their monthly earnings. The Snabbit spokesperson explained that they classify workers as “independent contractors” and offers health and accident insurance for their “Experts,” depending on their tenure and rating, ranging from Rs 1 lakh to 4 lakh.
Facing Challenges
Despite the financial benefits, gig work presents significant challenges. The women face pressure to maintain professionalism, which includes specific guidelines on grooming and conduct. Additionally, they often encounter social stigma, with some concealing their profession from family and neighbors. Many express concerns about being judged and the discomfort of wearing uniforms that identify them as service providers. Furthermore, the lack of designated spaces for rest and changing adds to their difficulties.
Platform Dynamics
The gig economy is structured through platforms that use algorithms, GPS tracking, and “team leaders” who oversee operations within specific areas. The leaders transport workers, manage orders, and resolve any conflicts. They also conduct ‘finishing school’ for workers, ensuring they know how to interact with clients. This includes specific instructions on behavior, such as how to communicate, dress, and manage client interactions. The agreements these workers sign are “open-ended” and can be terminated by either party, as the Snabbit spokesperson mentioned.
Customer Interactions
Interactions with customers can be challenging. Many women described unreasonable demands, such as expectations of extensive cleaning and long working hours. The women are taught to maintain composure even in difficult situations. The lack of a consistent work environment, with constantly changing clients and environments, presents unique challenges. The team leader plays a crucial role in supporting the workers and managing customer relationships.
Seeking Solutions
The platforms are slowly beginning to offer support. The spokesperson for Pronto mentions providing “hubs” with seating, resting areas, and phone charging points. Additionally, some platforms allow workers to bring their children. Some women find value in the anonymity gig work provides, while others yearn for stability. The companies are addressing these concerns at a “micro-market level” to provide practical solutions rather than just adopting generic policies, as the Snabbit spokesperson said.
