Migrant Support Center Connect

India has as many as 139 million migrants who travel from rural to urban areas to work in extractive industries.

Many lack the paperwork to access government benefits, and knowledge of the city’s language and culture. This makes it difficult to get their needs met or to voice their concerns at work.  

The lack of voice, agency and career guidance are underlying causes for the high attrition in businesses that employ migrant workers. Given the competitive margins and rigid timelines, the cost of failing to meet worker needs, also adds up for these businesses.

We are approaching these complex problems through Migrant Support Center Connect (MSC-Connect), a digital support system for Migrant workers, backed by physical Migrant Support Centers that address grievances, create awareness, and conduct trainings. 

This hybrid approach ensures swift reach to a large population, positioning us to impact both Migrant Workers and businesses that employ them.

India has as many as 139 million migrants who have moved from rural to urban areas to work in sectors such as construction, manufacturing and hospitality. 

Access to social benefits in India is linked to a permanent address, which migrants are unlikely to possess. As a result, they are often excluded from subsidized housing, healthcare and other benefits accessible by local citizens. In addition to this, most migrant workers do not speak the language of their destination city, which further limits their access to knowledge on the workings of the destination city and potential to grow at work. 

It's no surprise that attrition is high in extractive businesses, which are the largest employers of migrant workers. This study shows that practical support (such as setting up a bank account) and skilling programs can lead to substantially better worker retention. 

Through MSC-Connect, we seek to provide holistic support for both the workers and the businesses. The hybrid model consists of two components

1. A physical Migrant Support Center (MSC)  with trained staff who speak the language(s) of the migrants. This space ensures that workers can speak to a human, taking into account the low to medium digital literacy. The center will assist with paperwork, hold training programs and provide temporary accommodation. 

1. A digital platform that creates awareness on social benefits and public services, facilitates access to healthcare and financial literacy, recommends recreational and upskilling programs based on worker interests and allows them to voice their social and professional grievances.

Migrant Support Center Connect aims to serve low income workers who migrate  to destination cities from remote villages across India. Since work in their villages is limited and seasonal, these workers travel the breadth and width of the country seeking employment to support their families. 

Some of their challenges during the migration process include:

• Unreliable sources for jobs/ bad contracts/ hired by consultancies 

• Inability to understand the city’s local language 

• Limited or no guidance upon arrival 

• No job security without paperwork or salary slips 

1. Our solution team has worked to understand their problems and needs through primary research, both quantitative and qualitative.

2. We are co-creating MSC Connect with continuous feedback from workers and other stakeholders 

3. Many other solutions address the practical needs, while neglecting emotional needs. With MSC Connect, we are taking a service design approach to holistically address both needs.

4. MSC Connect will provide a one-stop solution for all Migrant worker problems and queries. Assisted by staff who speak their language, the workers gain awareness of Social Security Schemes, opportunities for skilling and development, a means to make new friends and a fulfilling life in the city. 

With little to no educational background, approximately 139 million young workers migrate from rural areas to big cities every year. They are determined to create a better livelihood for themselves and provide for families back home. Due to a lack of agency and professional guidance, and the desperate need to earn a living, they take up the first jobs they find. Although these are not the most desirable opportunities, they sign up in the hopes of finding better work soon after. However, most end up in the same job for years without seeing any growth in their skills, knowledge or salary. 

In addition, they face psychological issues as they lack a support network, and have a hard time communicating their needs due to a language barrier. MSC-Connect aims to address these problems by helping migrants form a community of like minded people, who share similar interests and cultural backgrounds. 

MSC-Connect will play an integral role in connecting aspiring workers to relevant job vacancies and training on financial & digital literacy, and labor rights. These services will be delivered by highly trained and empathetic staff who speak the migrant’s language.

Anant Ahuja, CEO and Co-founder of Good Business Lab

Linkedin Profile: https://www.linkedin.com/in/an...

MSC-Connect is a digitally enabled process innovation. Through this platform, manual operations such as processing paperwork, verifying workers and connecting candidates to jobs are streamlined through datasets. These can be used to skill, hire, retain and develop strategies to provide holistic support for both workers and businesses. The hybrid model consists of two components:

1. A physical Migrant Support Center (MSC)  with trained staff who speak the migrants’ language(s), in Bangalore, Karnataka. This space ensures that workers can speak to a human, taking into account the low-to-medium digital literacy. The center will also assist with paperwork, hold training programs and provide temporary accommodation. We aim to set up similar centers in other Indian cities too. Additionally, satellite MSC’s are being set up at rural locations from where the workers migrate. 

1. A digital platform that creates awareness on social benefits and public services, facilitates access to healthcare and financial literacy, recommends recreational and upskilling programs based on worker interests and allows workers  to voice their social and professional grievances. The platform is designed to be intuitive and accessible on the most basic smartphone, and available in native language of the workers. Businesses will receive insights and recommendations for programs, policies and social benefits based on actual worker needs and interests.

While many solutions in the social sector tend to address the practical needs, neglecting the emotional needs, we hope to set a precedent with MSC-Connect, which is being developed with Service Design Principles, keeping beneficiary needs at the center. 

MSC-Connect offers 5 key services: access to welfare, healthcare & financial literacy, grievance redressal, upskilling for the workers and data for partner businesses. Currently, access to welfare, healthcare & financial literacy are being offered through the physical MSC, while worker voice and grievance redressal is being offered through a technology platform called Inache.  

Inache is a software that records and tracks grievances registered by workers via SMS/Voice note and/or other communication channels available at their workplace. It is built on a traditional ticketing system, used across various industries. For example, within engineering teams a ticketing system processes and catalogs customer service requests.

 In large manufacturing settings, every business is mandated by law to have at least four channels of communication to share grievances. However, the utilization rate of these communication channels (such as suggestion boxes) remains abysmally low, primarily due to lack of visibility in the resolution process and accountability. Our adapted ticketing system alleviates these concerns by (1) bringing visibility in how a grievance travels from reporting through resolution and (2) assigning users with clear roles to intervene at different points of resolution. The software also calculates performance of each user against a predetermined set of parameters which is then used to provide incentives.

The ultimate Impact we are working towards is to empower migrant workers with access to relevant resources, to thrive professionally and socially in their destination city.

In order to get there, we need to build trust, engagement and a support system for these workers. 

Input: 

We have kickstarted this process with our worker voice tool, Inache, and with the physical Migrant Support Center(MSC). The MSC staff are trained and equipped to support the workers in getting their paperwork in place, accessing social benefits and assimilating into their workplace. There is ongoing communication with the workers (via whatsapp and voice messages) to create awareness, especially given the pandemic. Inache on the other hand gives the workers a voice to help us better understand their needs. We are now working to integrate these components into a single digital platform. 

Output:

Through MSC-Connect, we hope to build worker networks and improve engagement between workers and their employers. Through free digital and in-person training that will be offered on the platform, we aim to increase awareness of social benefits offered by the government, while supplementing this with financial literacy and career guidance. 

Outcome:

With migrant workers fully equipped with the relevant knowledge and skills, and with increased participation in social benefits, they will feel more confident and settled in their destination city. MSC Connect will be a 360 degree support system for migrant workers, empowering them to thrive socially and professionally.

Our overarching impact goal is to empower the 139 million plus migrant workers with access to relevant resources, to thrive professionally and socially wherever they are placed. This aligns with the UN Sustainable Development Goal 8 - Decent Work and Economic Growth.

In the next 1 year, our goal is to increase our foothold in both migration source and destination states. To this end we’re in talks with state governments, including the Government of Karnataka, while also reaching out to Government recruitment Agencies. 

Our goal is also for more extractive businesses to care about worker needs. While Inache is live in 35+ factories at Shahi Exports ( which employs over 100,000 workers), we have started a pilot at one factory owned by Trident, a billion dollar textiles company. We are partnering with Corporations such as H&M that source from such manufacturers in India to further our reach and encourage adoption of MSC Connect. 

In the next 5 years, we aim to expand our reach to sectors including construction and hospitality. We are already working with potential partners to validate our solution with those sectors.

In the next 5 years, we hope that adoption of MSC-Connect results in higher uptake of social benefits and greater worker independence. Through the financial, legal  and digital literacy training, workers should be able to make better decisions and have greater agency without having to rely on middlemen. 

As a research-led organization, we systematically monitor the progress of all the interventions we design. This includes randomized control trials with before-and-after studies to continually validate and measure progress. We also conduct qualitative research to collect anecdotes and use design methodologies such as empathy mapping to get nuanced feedback.

One key indicator of progress would be higher uptake of social benefits by migrant workers and better financial, legal and digital literacy. Having more businesses interested in MSC Connect would mean that more businesses are interested in meeting their workers’ needs. 

Additionally, the International Organization for Migration (IOM) is helping our team set up KPIs and KRIs and helping us meet international standards.

1. Financial : We are able to estimate and meet the costs for initial platform development, but future costs are dependent on how many workers sign up. Workers may be hesitant to sign up if their employees don't approve - hence partnering with businesses is crucial. We aspire to achieve financial sustainability for continuous development of the product and services.

2. Market : Business buy-in is probably our biggest barrier. While we have research evidence that an employee support system will improve retention, businesses tend to be skeptical. Some even worry that their employees' grievances might be publicized, impacting their business image.

3. Technical : While most migrant workers own low-end smartphones, there are still some who use feature phones. A low-tech solution would limit services, while a high tech one would be inaccessible to a few.

4. Cultural : As a platform that is catering to a culturally diverse beneficiary group, we need a diverse team that can understand various contexts and languages in order to effectively manage the platform.

Financial : We have received funding from Shahi Exports for initial development. We hope to attain financial sustainability by packaging the services provided by MSC-Connect and pitching to other extractive businesses.  

Market : Building credibility is key to the success of the solution. Toward this end, we share research findings, and show data insights that can be profitable for businesses, while protecting workers’ interests. We are also partnering with Corporations such as H&M that source from manufacturing businesses in India, to encourage adoption of MSC-Connect. 

Technical : We have observed that Migrant workers typically purchase a smartphone after their arrival in the city. Until then, open access to the physical MSC serves as a no-tech solution. Having a web version of MSC-Connect means that workers can easily access their account through a friend or spouse’s phone. 

Cultural : MSC-Connect is being designed to support multiple Indian languages and scripts. White-collar employees from the organizations that employ migrant workers can volunteer their time and language skills as part of their Corporate Social Responsibility program. Finally, MSC-Connect can play a role in connecting workers with cultural groups so that they feel at home in the new city.

Research & Design

Arvind Patil

Eshan Fotedar

Madhu Manjunath

Sushmita Charlu

Product Development

Mamta Pimoli

Pranab Prakash

Siddharth Varangaonkar

Deepak Singh

Smital Kamdi

Business & Partnerships

Ankita Nanda

Lavanya Garg

Organizational Development

Anant Ahuja

Chitra Ramdas

Richard Gonsalves

Sakshi Katyal

MSC Staff

Gedela Amala Kumari

Bijay Raj Parichha 

Swarnalata Sahoo

Kumardutta Rout

Both Inache and the physical MSC have been designed, developed and piloted by a team of academic researchers, organizational development professionals, technologists and designers. Coupled with our long-term partnership with Shahi Exports (one of the largest garment manufacturers in India), our team is equipped to continually design, develop, test and improve MSC-Connect. 

Having direct access to the Migrant worker groups that we are building the solution for enables us to get qualitative feedback and insights that make the solution truly effective and centered on worker needs. In fact, many components of the MSC ecosystem have been co-designed through our conversations with migrant workers. 

Finally, our team lead is also the head of organizational development at Shahi Exports. This gives us insight into business needs and helps us establish buy-in with other manufacturers and extractive businesses for successful uptake of MSC-Connect.

GBL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 

Our Code of Conduct prohibits any discrimination based on race, color, national origin, religion, sexual orientation, gender, gender identity, age, or physical disability. We have zero tolerance for sexual harassment/ exploitation /abuse/misconduct. Our Ethics and Internal Complaints Committees (consisting of an external lawyer) look into such complaints. 

The current leadership team of ten consists of our founders and vertical heads, four of whom are women. This year we piloted Anonymized Hiring and Affirmative Action for several roles to hire candidates from underrepresented backgrounds, and intend to move forward with our learnings. We are in the process of hiring a Diversity and Inclusion Consultant to streamline our strategy. 

Last, our employee well-being focused policies such as flexible leave & work, and individual budgets for expenses such as therapy cement a culture of care and inclusion of different employees’ needs. We encourage employees to proactively share any grievances (anonymous channels available) and by promoting a culture where overwork is not celebrated we ensure that women (or any other disadvantaged social groups) who have competing unpaid work demands on their time can thrive.

Shahi Exports Pvt Ltd, India’s largest apparel manufacturer, is our primary funding partner that has incubated the Migration Support Center. We receive assistance in the day-to-day running of the center as well. 

H&M primarily co-funded the design and conceptual phase. They remain a key stakeholder and influencer.

IOM is our knowledge and implementation partner, assisting us in setting performance standards, training staff and scaling up to different geographical regions. 

Apart from these project-specific partners, we have academic, government and research partners such as Harvard University, United Nations Population Fund, International Labor Organization, World Bank, and International Growth Center.

Our platform has two key stakeholders: Blue collar migrant workers and their Employers

We are building a self-sustaining model where services we provide to our beneficiaries are covered directly (funding) or indirectly (referrals, including commissions for training/services providers) by our business stakeholders. Any surplus will be reinvested into product development enabling us to expand our reach.

Workers: Designed with worker needs at the center, MSC-Connect will empower workers with a complete support system, helping them thrive socially and professionally. Some key activities include creating welfare access, health and finance, upskilling, employment and grievance management.

Employers: Businesses stand to gain tremendously from understanding their workers and improving their quality of life in the destination city. MSC-Connect acts as an embassy for migrant workers, to communicate workers' needs to employers, while recommending and facilitating relevant social and skilling activities, resulting in worker retention, economic sustainability and ethical business practices.

By participating in this challenge, we are looking for help in addressing the market barriers, as well as secure funding to enable the scaling up of the MSC-Connect Ecosystem.

If we are to win this challenge, we believe we will benefit from MIT’s network of resource partners, mentors, and coaches to advise us on how to position our product, and how to scale it while keeping it economically sustainable.  As a team that is confident about the research and design aspects of this project, we would benefit greatly from the business-related resources and peer-to-peer networking.

Winning this challenge will also be a mark of validation for MSC-Connect, helping us build trust in the platform and increasing buy-in from our potential business stakeholders.

Building trust in MSC-Connect and securing business buy-in are key to the success of the solution. While we have research evidence that an employee support system will improve the quality of life for migrant workers, while increasing retention, businesses tend to be apprehensive. Partnering with MIT Solve to take us to market will be a mark of validation for MSC-Connect, helping us build trust in the platform and increasing buy-in from our potential business stakeholders.