A Project Report on

“A study on life of delivery workers in Telangana.”

In partial fulfilment for the award of the degree of Bachelors in Commerce (Honors)

Submitted by
Konety Gayathri Raj
HT NO:110021407021
G. Gayathri
HT NO. 110021407022
Geetha Sane
HT NO. 110021407023
Geethika Mailagani
HT NO. 110021407024

Under the guidance of

Mr NB Umamaheshwar Anand
Faculty Member
Department of Commerce

OSMANIA UNIVERSITY
INDIAN INSTITUTE OF MANAGEMENT AND COMMERCE
KHAIRTABAD, HYDERABAD- 500004
(2021-2024)
 DECLARATION

Konety Gayathri Raj, G. Gayathri, Geetha Sane, Geethika Mailagani students of Indian
Institute of Management and Commerce UG and PG College, Affiliated to Osmania University
hereby declare that the project work entitled “A STUDY ON DELIVERY WORKERS IN
TELANGANA” is submitted by us for the course completion of graduation B.COM
(HONORS) is a record carried out by us during the academic year 2021-2024 under the
guidance of Mr NB Umamaheshwar Anand and has not formed the basis of award for any
degree, diploma, titles in this or any other universities or similar universities.

Ms. Konety Gayathri Raj B.Com(Hons)

Ms. G. Gayathri B.Com(Hons)

Ms. Geetha Sane B.Com(Hons)

Ms. Geethika Mailagani B.Com(Hons)

Date:

Place:

Signature:
 CERTIFICATE

This is to certify that Konety Gayathri Raj, G. Gayathri, Geetha Sane, Geethika Mailagani
bearing hall ticket number 110021407021, 110021407022, 1100214 07023, 110021407024
have satisfactorily completed the project work on “A Study on Life of a Delivery Workers”
under the guidance of Mr NB Umamaheshwar Anand partial fulfilment for the award of degree
of B.Com (Honours) during the period 2021-2024. The results embodied in this report have
not been submitted to any other universities or institutions for award for any
degree/diploma/certificate.

Sri K. Raghuveer Mr NB Umamaheshwar Anand

Principal Project Supervisor

External Examiner
 ACKNOWLEDGEMENT

The present project “A Study on Delivery Workers in Telangana” wouldn’t have been
successfully completed without the efforts of many people. We would like to convey our
warm regards to all those people who are a part of it.

We sincerely express our gratitude to Sri K. Raghuveer, Principal, Indian Institute of

Management and Commerce (IIMC).

We are ineffably indebted to Mr Anand Uma Maheshwar , Faculty at IIMC for continuous
guidance to accomplish this project.

We also acknowledge, with a deep sense of gratitude towards faculty members, parents and
members of our families, who always supported us.
 ABSTRACT

Exploring the lives of delivery workers in Telangana, focusing on the twin cities of Hyderabad:
A comprehensive analysis.
This research project delves into the lives of delivery workers in Telangana, with a specific
focus on the bustling urban centres of Hyderabad. In recent years, the rise of e-commerce and
food delivery platforms has significantly increased the presence of delivery workers in urban
areas, reshaping the dynamics of labour and employment. Through this study, we aim to
provide a comprehensive understanding of the multifaceted aspects of delivery workers' lives,
including their socio-economic conditions, working environments, challenges, and overall
well-being. Using questionnaire, we seek to capture the nuanced experiences of delivery
workers operating in Hyderabad and its surrounding areas. By engaging directly with the
workers themselves, as well as relevant stakeholders such as platform companies and labour
organizations, we aim to uncover the realities of their daily struggles, aspirations, and coping
mechanisms. Furthermore, this research project aims to analyse the impact of technological
advancements and the gig economy on the lives of delivery workers, exploring how digital
platforms influence their work conditions, earnings, and job security.
Ultimately, this study aspires to contribute valuable insights into the informal labour sector in
Telangana, shedding light on the challenges faced by delivery workers and advocating for
policy interventions aimed at improving their livelihoods and ensuring their rights and dignity
in the workplace. By amplifying the voices of delivery workers, this research seeks to foster a
more equitable and inclusive urban environment in the Twin Cities of Hyderabad and beyond.
 TABLE OF CONTENTS
CHAPTER NO. CONTENTS PAGE NO.

1 INTRODUCTION 1 - 14

1.1- INTRODUCTION
1.2- REVIEW OF LITERATURE
1.3- SCOPE OF THE STUDY
1.4- NEED FOR THE STUDY

2 OBJECTIVES AND RESEARCH 15 - 16

METHODOLOGY

2.1- OBJECTIVES
2.2- RESEARCH METHODOLOGY
2.2.1- PROBLEM STATEMENT
2.2.2- SOURCE OF PRIMARY DATA
2.2.3- SOURCE OF SECONDARY DATA
2.2.4- SAMPLE SIZE
2.2.5- SAMPLING TECHNIQUE

2.2.6- LIMITATIONS OF STUDY

2.2.7- DATA ANALYSIS

3 INDUSTRY PROFILE 17 - 25

4 DATA ANALYSIS AND INTERPRETATION 26 - 43

5 FINDINGS, SUGGESTIONS AND 44 - 46

CONCLUSION
5.1- FINDINGS
5.2- SUGGESTIONS
5.3- CONCLUSION

BIBLIOGRAPHY 47 - 48
REFERENCES
WEBSITES

ANNEXURE 49 - 51
QUESTIONNAIRE
 CHAPTER-1
INTRODUCTION

1
Introduction

A few decades ago, the idea that something could be delivered within an hour after the purchase
seemed crazy. People like to get what they want right away. So, speed and efficiency often
take priority over other factors in the buying process. Online shopping and shipping on the
same day are still growing trends. In today's world, two-day delivery turns into next-day or
same-day delivery and click-and-collect pickup in less than two hours. Because of technology,
the world is always changing, and so the way people shop also changes. 41% of customers are
willing to pay extra for same-day shipping, and 24% would pay more to get products within an
hour or two of their shopping. To meet the need for speed, a lot of Quick Commerce store apps
and systems are popping up. These mean the customers can get what they want almost
immediately, and often in as little as 15 to 20 minutes.

We have seen a shift in the traditional understanding of what constitutes work, the nature of
employment, and skills required for being employed worldwide. In India, with the rapid
expansion of service sector in urban and semi-urban areas, the forms of informal work have
also evolved. Spurring this change is the parallel evolution and cheaper access to technology
and internet services, facilitating the rise of platforms economies through companies like
Swiggy, Ola, Uber, Zomato, Urban Clap, Airbnb etc. The nature of employment provided by
such platforms to workers is temporary, on-demand work, considered gig work under the
platform economy. The participation here can be regular or occasional, and can be done for
primary or supplementary earnings.

Food delivery platforms term the delivery workers as “Independent Contractors” or “Delivery
Partners”. According to industry estimates, there are 700,000 to 1 million food delivery
workers on platforms like Zomato and Swiggy in India. The numbers vary with the seasonality
of demand. Delivery workers are not considered traditional “employees”. Consequently, these
workers do not benefit from labour rights relating to pay, working hours, working conditions
and collective bargaining rights which are emblematic of the informal workforce in Telangana
and all over India.

Due to the COVID pandemic, there were a lot of restrictions on how people could move, so
people switched to ordering groceries and other perishable items online. After that the year
2021 saw the rise of delivery business models that put a lot of emphasis on making things more
"convenient" by promising super-fast delivery. These deliveries can take anywhere from two
hours to as little as ten minutes, so they are called "Quick Commerce" (Q-commerce). A report
from the World Economic Forum (WEF) says that last-mile deliveries in cities are expected
to grow by about 78% by 2030. More than 2 billion people worldwide buy things online right
now. Also, the e-grocery, same-day delivery, and instant delivery markets have a lot of
potential, with growth rates expected to be between 10% and 40%. One of the main reasons
why online grocery delivery companies use quick commerce systems is because they need to
come up with new ideas and set themselves apart from their competitors. Another reason could
be that customers' buying habits and preferences are changing every day. Now, they want
goods delivered faster and in a wider variety.

The Indian food delivery operators are primarily focused on double income independent
families in the city and their attractive promo coupons to make intended to use apps and brought
food to their doorstep. Next they focused on Children in the family with their frequent naughty
food wishes by preferring Chinese, Italian food dishes. The boom also reflected due to usage
of smart phone by youth and elder generations and also impact of cheaper net tariff by telecom

2
operators. With this supporting sector boost the online food app was virtually created a huge
food bazaar for food lovers and the same generating money to restaurant owners and
employment too for young generations. Most of the time these transactions are based on COD
(Cash on Delivery) mode.
Recently food delivery services have emerged as key employers in the urban and peri-urban
areas. These platforms facilitate the delivery of food from restaurants to customers, through a
fleet of delivery workers. Becoming a delivery driver may be a good choice if you enjoy
travelling and driving and have strong people skills. Some people like being a delivery driver
because of benefits such as continually changing work environments, increased earning
potential and greater flexibility with their job schedule.
What are Key Factors Driving the web Food Delivery Services Market?

The increasing consumer inclination towards buying from online platforms, mobile
applications, and websites is driving the market growth. Moreover, rising penetration of the
online and growing number of smartphone users is predicted to propel the demand for online
food services. Online food provider’s offer cash back benefits, rewards, discounts, and doorstep
delivery options to understand traction among consumers. Additionally, increasing income
levels across the developing countries are changing consumer preference which is predicted to
boost the market growth within the approaching few years.
Smartphone users are buying nutriment through mobile applications thanks to simple access.
The younger adults are preferring doorstep food delivery options while ordering food. Thus,
the growing internet network and digital media are influencing the customer to buy for food
from online service providers. Companies within the web food delivery service market are
engaging in improving consumer experiences and logistic capabilities.
Additionally, rising investment and funding within the corporate business is additionally
surging growth of industry. as an example, in 2019, Zomato has received funding of around
USD 62.2 million from Naspers Limited, Chunwei Capital, Delivery Hero et al. Key
manufacturers within the market specialize in reducing operational costs through optimized
delivery. The usage of drones, parachutes, and robots for food delivery is gaining in popularity.
of those technological developments are anticipated to bolster the demand for online food
services.
Challenges faced by electronic food delivery sector:
1. Shifting Customer Preferences: With countless on-demand food delivery apps within the
market, customer retention has become very difficult. The food delivery service must
understand likes and dislikes of the customer and offer incentives and offers supported
preferences.
2. Fluctuating Market Prices: The need to provide competitive pricing puts great pressure on
businesses dealing in food delivery. Food prices keep fluctuating and it's tough to remain track
with market prices, which prevents in implementing the right pricing strategy.
3. Big Industry Players: With the on-demand food deliveries showing great growth, big
industry players having immense resources are able to take a way bigger market share. for
small players, it becomes very difficult to understand a customer base.
4. The Logistics Dilemma: Businesses handling food need to take into account various
parameters like what's getting to be the delivery coverage area, the thanks to maintain food
quality, freshness for far-off locations, allocation of resources like manpower, fleet then on.

3
An absence of proper logistics management would cause customer dissatisfaction and loss of
orders.
5. Inability to affect Demand: Inability to affect demand leads to increased delivery times and
compromises food quality. Accept orders keeping in mind your resources and skill to deliver
on time. Most restaurants cannot manage operations and logistics for delivering an outsized
number of orders.
6. Payment Methods: Lack of multiple payment methods would cause customers cancelling
their orders and switching to a special food delivery service. Refund process in cases of failed
payments or cancelled orders also must be implemented.
7. Customer Service: On-demand food delivery services need to provide different channels of
communication like email, live chats, social media and phone calls to customers. Customers
prefer to be kept within the loop regarding the status of their food delivery order.

Impact of Covid-19 on online food delivery firms:

The preliminary ranges of the Covid-19 pandemic and consequently the following strict lock
down had an unfavourable effect on Indian on-line meals shipping organizations, extensively
ruled through Zomato and Swiggy. Consumers had shied away from on line meals ordering
way to apprehensions on protection and a well-known desire for home-cooked meals. But
matters picked up in a while and consequently the recuperation has been quicker. Analysts
reckon the pandemic has helped organizations enhance unit economics and upload greater
purchasers, due to the fact the frequency to devour out has dropped. Analysts from Kotak
Institutional Equities wrote all through a file on 24 5 January, “They now see numerous covid-
associated tailwinds reaping rewards the industry: (1) more propensity of eating places to be to
be had for shipping (numerous fine-eating eating places have begun list on shipping platforms),
(2) commonly a more inclination through purchasers to position better price orders (evidenced
through the very reality that meals shipping GMVs have recovered quicker to pre-Covid tiers
than orders), and (3) sharply stepped forward unit economics pushed through more recognition
of convenience/shipping rate charged through shipping organizations." GMV is gross products
price

4
List of Best Food Delivery Apps in India:

1. Swiggy

Swiggy is a web meal shipping carrier that gives a whole lot of variety. They’re the biggest in
India and perform in extra than 500 towns at some stage in the country, including Delhi,
Mumbai, Hyderabad, and Bangalore, amongst different towns. The corporation additionally
has capabilities including Swiggy Genie, which lets in clients to reserve something from
groceries to shampoo whilst they experience their meal; Swiggy Money, which lets in clients
to load their Swiggy Wallet and pay immediately with ease; and Swiggy Super, wherein you
could unfastened shipping and outstanding bargain on pinnacle eating places of your city.
Swiggy is another prominent player in the food delivery industry, known for its extensive
network of restaurants and swift delivery services. With its user-friendly app and wide range
of cuisines, Swiggy has gained popularity among food lovers in Hyderabad. Swiggy’s strength
lies in its vast restaurant partnerships, which span across different neighbourhoods in
Hyderabad.

5
2. Zomato

Zomato is an eating place discovery and meals transport carrier that operates in extra than 500
towns throughout India. They listing eating places with certain descriptions, pics of the dishes
on offer, evaluations from customers, in addition to touch information- making it smooth to
locate any delicacies you crave in your meal. Zomato has an in depth and interactive menu,
that's why they may be a favourite amongst Indian foodies. It has a huge form of eating places
you may pick from, and it additionally gives the choice to reserve beforehand for pickup or
transport. Zomato boasts extra than 95% of all on-line eating place evaluations and has been
rated as certainly considered one among Forbes’ Top one hundred Start-ups. Zomato is one of
the most popular food delivery apps in Hyderabad, offering a vast selection of restaurants and
cuisines to choose from. With its user-friendly interface and extensive database, Zomato makes
it easy for users to explore various dining options and find their desired dishes. In addition to
food delivery, Zomato offers various features like table reservations, online ordering, and user
reviews, making it a comprehensive platform for food enthusiasts. Whether you are craving a
sumptuous biryani, a cheesy pizza, or a healthy salad, Zomato has it all.

6
3. Domino’s Pizza:

Domino’s Pizza India is the neighbourhood franchise of the worldwide pizza chain, Dominos.
The India department is one of the fastest-developing Dominos branches globally, and its
carrier has been praised through many clients. Dominos is one of the maximum famous Online
Food Delivery Services in India. The organisation operates greater than 5000 shops and offers
pizza all throughout the country! They provide a whole lot of pizzas with flavours from around
the world however additionally have Indian dishes like tikka masala pizza! And gives dine-in
in addition to domestic shipping alternatives to clients at affordable rates. The menu consists
of vegetarian in addition to vegan alternatives too. You can order any type, shape, or length
which you need on their internet site as they provide an extensive range starting from BBQ
Chicken Pizza to Mexican Fiesta with bird wings.

7
4. Uber Eats:

Uber Eats is a food delivery service that allows users to order food from local restaurants
through the Uber Eats app or website. Uber Eats also offers grocery delivery options. Uber Eats
connects eaters, restaurant partners, and delivery partners in a marketplace. Couriers deliver
meals using cars, scooters, bikes, or on foot. Uber Eats is a platform that can connect eaters,
restaurant partners (and other types of merchants), and delivery partners in a marketplace. The
technology we provide maintains the Uber Eats marketplace by both balancing the interests
and improving the experiences of all users.

8
5. Blinkit

Blinkit is an online platform offering ultra-fast grocery supply delivery. It offers fruits &
vegetables, bakery supplies, dairy products, snacks & spices, drinks & beverages, and more. It
also offers personal care, household care, diapers & baby care, pet care, and more. The
company is to deliver within 10 minutes from the point of order. The company offers mobile
applications for Android and iOS platforms. Blinkit serves in the B2C space in the Gig
Economy, Food and Agriculture Tech market segments.

9
6. BigBasket:

BigBasket is an Indian online grocer headquartered in Bangalore, India, and currently owned
by Tata Digital. It was the first online grocer in India, set up in 2011. It is a registered company
with name as the Supermarket Grocery Supplies Pvt. bigbasket.com (Innovative Retail
Concepts Private Limited) is India’s largest online food and grocery store. With over 18,000
products and over 1000 brands in our catalogue you will find everything you are looking for.
Right from fresh Fruits and Vegetables, Rice and Dals, Spices and Seasonings to Packaged
products, Beverages, Personal care products, Meats – we have it all. Choose from a wide range
of options in every category, exclusively handpicked to help you find the best quality available
at the lowest prices. Select a time slot for delivery and your order will be delivered right to
your doorstep, anywhere in Bangalore, Hyderabad, Mumbai, Pune etc. No more getting stuck
in traffic jams, paying for parking, standing in long queues and carrying heavy bags – get
everything you need, when you need, right at your doorstep.

10
1.2 REVIEW OF LITERATURE:
1.Vinaik, Goel, Sahai, & Garg, 2019: The food and repair industry requires the preferences
of the purchasers , to satisfy and identify their needs. consistent with the research, majority of
the respondents were aware of the food apps and therefore the most used apps are Zomato and
Swiggy. The respondents considered various factors like delivery time, convenience and good
customer service because the most vital ones (Vinaik, Goel, Sahai, & Garg, 2019).
2.Kumari, 2019: This study analyses the connection between online food service and therefore
the facilities provided and also the factors which influence the buying behaviour of consumers
. It concludes that as social media features a great influence on customers, it helps the web
service providers advertise their products for greater reach to the masses. It also says that as
currently, people are within the growth stage regarding the digital world, they like cash on
delivery because the most convenient option
3.Lee, Sung, & Jeon, 2019:The research paper helps to spot the determinants of continuous
use intention for food delivery software applications. The research findings stated that the users
were influenced by peers, indicating that word of mouth marketing should be pursued by
delivery app providers. Hence, it's important for a web service provider to supply several
benefits to users in order that they are doing not switch to a different delivery app service
4.Maimaiti, Zhao, Jia, Ru, & Zhu, 2018: Recently, because the online food delivery business
is growing, this game changing trend of a user-friendly system where orders are often easily
placed through a mobile app result in many challenges that ought to not be overlooked. It results
in unhealthy patterns of food consumption and features a broader influence on the social
environment. Unhealthy low-priced nutriment has become a trend because it is definitely
available
5.Gupta, Roy, Kumar, & Aro0ra, 2019: Most of the businesses nowadays are altering their
traditional business strategies into online marketing to satisfy the stress and wishes of the
consumers. it's shown that folks prefer food delivery apps which provides them offers and
promotions. Consumers prefer easy accessibility to food delivery and lower prices and
discounts. it's also found that the food misplaces or misuse during transit may be a major factor
which affects the consumers
6.Beliya, et al., 2019: The local vendors are ready to connect with people through the delivery
apps. consistent with the findings of the study, most of the people use online services to avail
the offers and discounts available. Majority of the population comes between the age bracket
of 18 to 30. the typical spending by a customer on these apps monthly is approx. 10% of their
income. These apps should increase their reach to local vendors as they're preferred by the
purchasers
7.Bhotvawala, Balihallimath, Bidichandani, & Khond, 2016: The aggregator delivery
services, as against ‘Delivery as a Service’ companies, generate a platform for consumers to
navigate through a spread of restaurants hosted thereon and placing orders manually
8.Joao Chorneukar, 2014: The research paper helps checking out the purchaser’s perceptions
and knowledge of electronic food ordering that influences their buying decisions. It analyses
the channel that's used more frequently in electronic food ordering. It helps understand
customer's perception towards electronic food ordering. The respondents were more satisfied
with online food ordering than ordering from telephone.

11
9.M P & Vivek, 2019: The research involves checking out the factors which influence the
consumers to not switch from one food delivery provider to a different provider of online food
delivery applications. The research helped to realize thorough information about various
parameters of online food delivery application that the consumers expect. The factors that
influence the purchasers to not switch from provider of online food delivery application are
offers, web openness that availing the services. this is able to make the customer believe that
they're vital to the corporate
10.Hong Lan, et al, (2016): “Improvement of Online Food Delivery Service Based on
Consumers‟ Negative Comments” stated that online food delivery market is immature yet;
there are some obvious problems which will be seen from consumers‟ negative comments. In
order to solve these problems, we can neither rely merely on the self-discipline of online food
delivery restaurants nor the supervision and management of online food delivery platforms.
Only by taking laws as the criterion, with the joined efforts of the online food delivery
platforms and restaurants, the government departments concerned, consumers and all parties
in the society, can these problems be solved and an honest online deduct environment are often
created.
11.Varsha Chavan, et al, (2015): In their study about “Implementing Customizable Online
Food Ordering System Using Web Based Application” the utilization of smart device based
interface for patrons to look at , order and navigate has helped the restaurants in managing
orders from customers immediately. The capabilities of wireless communication and smart
phone technology in fulfilling and improving business management and repair delivery. Their
analysis states that this technique is convenient, effective and straightforward to use, which is
predicted to enhance the general restaurant business in coming times.
12.Serhat Murat Alagoz & Haluk Hekimoglu (2012): “Customer Perceptions of Electronic
Food Ordering” in their stated that e-commerce is rapidly growing worldwide, the food
industry is also showing a steady growth. during this research paper they have used the
Technology Acceptance Model (TAM) as a ground to study the acceptance of online food
ordering system. Their data analysis revealed that the attitude towards online food ordering
vary according to the ease and usefulness of online food ordering process and also vary
according to their innovativeness against information technology, their trust in retailers and
various external influences.
13.Ann Mary Biju ,Publisher: Social and Political Research Foundation: The food
delivery system in India operates through mobile applications. The precarious nature of the
industry uniquely questions labour rights as the system relies on a complicated rating and
incentivising process. It also promotes long working hours without proportional wages.
Furthermore, the lack of transparency on how the system operates discourages any opportunity
to plan work hours or the number of orders for delivery workers. The wages alone are barely
sustainable, with no adjustments corresponding to the hike in fuel prices. The redressal
mechanism for the food delivery workers must be strengthened, safeguarding their fundamental
and labour rights. It is needed to legally evaluate conditions of food delivery workers with
respect to the work hours versus wages earned, availability of insurance, benefits, and the
workers’ knowledge of how the delivery process takes place so that they can plan their gigs.

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1.3 SCOPE OF THE STUDY
This study sheds light on the mind of the reader to understand and sympathize with the delivery
drivers in the demanding state like Telangana. We collectively bring this personalized report
upon the “Life Of Delivery Drivers” with an aim of making the readers aware of the unseen
and untold realities of their daily life on the road and further delving into the challenges,
experiences and insights they gained throughout their career. This study includes the wear and
tear, the determination that keeps the packages moving to our doorstep.
The research involves a qualitative analysis of the job postings, platforms they usually partner
with and know how long they were working as a delivery partner in that particular platform do
they have any other source of revenue other than the income from their deliver work, and also
the benefits they enjoy as a delivery partner, working conditions and mainly their relationship
with their employers and other support systems, lastly change in life style before and after the
pandemic.

1.4 NEED OF STUDY:

Certainly, conducting a study on delivery workers in India is a relevant and valuable project.
Here are some key aspects and objectives you might want to consider for your study:

Working Conditions:
Evaluate the working conditions of delivery workers, including factors such as working hours,
workload, and exposure to weather conditions. Examine the impact of irregular working hours
on their health and well-being.
1. Job Satisfaction:
• Assess the overall job satisfaction levels among delivery workers.
• Identify key factors that contribute to job satisfaction or dissatisfaction.
2. Health and Safety:
• Investigate the health and safety measures provided by employers and adherence to
these measures by delivery workers.
• Examine the prevalence of work-related injuries and the availability of support
systems.
3. Income and Benefits:
• Analyse the income and benefits structure for delivery workers, including salary,
bonuses, and any additional perks.
• Understand the financial challenges they face and the impact on their quality of life.
4. Social and Economic Impact:
• Explore the social and economic impact of delivery work on individuals and their
families.

13
 • Investigate the role of delivery work in socio-economic mobility.
5. Technological Impact:
• Study the influence of technology, such as GPS tracking and mobile apps, on the work
experience of delivery personnel.
• Examine the level of comfort and training with technology among workers.
6. Job Security and Contracts:
• Investigate the nature of employment contracts for delivery workers, including job
security and contractual obligations.
• Explore the prevalence of gig work and its implications.
7. Legal and Regulatory Compliance:
• Examine the extent to which delivery companies comply with labor laws and
regulations.
• Evaluate the effectiveness of existing legal frameworks in protecting the rights of
delivery workers.
8. Social Support:
• Assess the availability and effectiveness of support systems, both within the workplace
and externally.
• Identify areas where additional support may be needed.
9. Future Prospects and Career Development:
• Explore the career aspirations of delivery workers and their perceptions of future
prospects.
• Identify any barriers or challenges they face in career development.

Remember to use a combination of qualitative and quantitative research methods, such as

surveys, interviews, and observational studies, to gather comprehensive data. Additionally,
ensure ethical considerations and obtain informed consent from participants before conducting
any research.

14
 CHAPTER– 2
OBJECTIVES AND
RESEARCH
METHODOLOGY

15
2.1 OBJECTIVES:
Objectives of the study Include,
1. Understanding the working conditions
2. Challenges and opportunities

2.2 RESEARCH METHODOLOGY:

2.2.1 Problem Statement:
The rise of food delivery platforms has revolutionized the restaurant industry, offering
convenience to consumers and new earning opportunities for workers. However, behind the
seamless delivery service lies a workforce facing various challenges and opportunities. The
main focus of this research is to delve into the working conditions, identify challenges, and
explore opportunities for improving the livelihoods of delivery workers. And this survey is to
be taken place particularly in Telangana state with respect to twin cities of Hyderabad.
2.2.2 Source of Primary Data
Primary data was collected from delivery drivers situated in the twin cities. Interactions through
random conversations with the partners.
2.2.3 Source of secondary Data
Secondary data was collected from public newspaper articles, journals, websites and reports
2.2.4 Sample Size
A size of 100 delivery drivers was taken to conduct the study
2.2.5 Sampling Technique
Subjective Sampling Technique
2.2.6 Limitations of the study
Few respondents hesitated to reveal their current working conditions and some were in a rush
to attend to their next order, few companies have not posted their actual policies towards the
delivery partners.
2.2.7 Data Analysis

This study has used a simple percentage, charts through MS EXCEL for analysis of data.

16
CHAPTER – 3
THEORETICAL
FRAMEWORK

17
1. Zomato

Introduction

Zomato is an aggregator of Indian bistro and transport of sustenance leave fire up space
arranged in the year 2008. It was begun by Pankaj Chandah and Deepinder Goyal. It gives
data, menu cards and reviews from customers of diners, and additionally it has transport
of sustenance choices from bistros that are accessory in picked urban regions. As of 2016,
the given organizations are conceivable in twenty-four countries. Throughout the years, it
has changed over itself into an online nourishment conveyance stage. Individuals would
now be able to arrange nourishment from the cafés close to them utilizing their application
or site. Zomato has conveyance administrators who get the request from the restaurant and
convey it to the location given by the client.

The story of Zomato started in the office of Bain & Company in Delhi. Deepinder and Pankaj
worked at this company when they thought of this idea. They saw people standing in a queue
at lunchtime and giving the order for their food when their turn came. From there they got an
idea of “Foodie Bay” which became a prologue to Zomato. At first, they started scanning all
the menu items of the restaurant and listed them on their intranet website Foodiebay.com.

Later on, after seeing a huge surge in their traffic, they decided to launch their website open to
the public. They began listing restaurants from Delhi NCR on their portal and quickly expanded
to other cities like Kolkata and Mumbai. In November 2010 they changed the name Foodiebay
to Zomato. Their idea germinated in the form of Foodiebay.com they put up scanned copies of
the food court menu onto their company’s private network. Everyone at the company soon
started using this service and there was a sudden surge in the website traffic. By now this wasn’t
just confined to the walls of their office. Everyone else around their vicinity also started using
these scanned copies.

Working conditions
As of my last update in January 2022, Zomato, like many other companies in the food delivery
and technology sector, has faced scrutiny and criticism regarding the working conditions of its
delivery riders and other staff. However, it's important to note that working conditions can vary
by location and individual circumstances. Here are some general points regarding Zomato's
working conditions:
1.Flexible Work: Zomato offers flexible work opportunities, allowing individuals to work as
delivery partners on a part-time or full-time basis, which can be appealing to many.
2.Income Potential: Delivery partners typically earn based on the number of orders they
deliver. The income potential can vary depending on factors such as location, demand, and
hours worked.
3.Safety Concerns: Safety concerns have been raised regarding delivery partners, including
accidents while riding, theft, and instances of assault. Zomato, like other similar platforms, has
implemented safety features in its app and provides some insurance coverage for its delivery
partners.
4.Labour Rights and Regulations: In various regions, there have been debates and legal
actions regarding the classification of delivery partners as independent contractors versus

18
employees. This classification can significantly impact issues such as minimum wage, benefits,
and worker protections.
Challenges and Opportunities
Competition: Zomato operates in a highly competitive market with rivals like Swiggy, Uber
Eats, and others. Competing for market share requires constant innovation and investment in
technology, logistics, and customer experience.
Regulatory Environment: Regulatory challenges, including issues related to food safety,
labor laws, and licensing, can pose hurdles for Zomato's operations in various regions.
Adapting to and complying with local regulations can be complex and costly.
Market Saturation: In some urban areas, the market for food delivery may become saturated,
making it challenging for Zomato to sustain growth and profitability without expanding into
new markets or diversifying its offerings.
Market Expansion: Zomato has the opportunity to expand its presence into new geographic
markets, both within India and internationally. Emerging markets with growing urban
populations and increasing internet penetration represent attractive growth opportunities for
the company.
Partnerships and Collaborations: Forming strategic partnerships with restaurants, food
brands, and other players in the ecosystem can unlock new growth opportunities for Zomato.
Collaborating with local businesses and leveraging their expertise and networks can facilitate
market entry and expansion.
Customer Loyalty Programs: Implementing customer loyalty programs and subscription
services, similar to Swiggy Super, can help increase customer retention and lifetime value.
Offering exclusive perks, discounts, and rewards can incentivize repeat orders and drive
revenue growth.
Overall, while Zomato faces various challenges in a competitive and dynamic market, there are
ample opportunities for the company to innovate, expand, and solidify its position as a leading
player in the food delivery and restaurant discovery space.

19
2. Swiggy
Introduction
Swiggy is India’s largest and most valuable online food ordering and delivery platform.
Founded in 2014, Swiggy is based out of Bengaluru, India, and, as of March 2019, was
operating out of 100 Indian cities. In early 2019, Swiggy expanded into general product
deliveries, under the brand name Swiggy Stores.
In 2013 two founders, Sriharsha Majety and Nandan Reddy designed an e-commerce website
called “Bundl” to facilitate courier service and ship goods within India.
Bundl was quickly paused, and they moved into the food delivery market
At the time, the food delivery sector was in turmoil as several notable startups, such as Food
panda(later acquired by Ola Cabs), TinyOwl (later acquired by Zomato), and Ola Cafe (later
closed) were struggling. Majety and Reddy approached Rahul Jaimini, formerly with Myntra,
and founded Swiggy and parent holding company Bundl Technologies in 2014. The company
built out a dedicated delivery network and grew rapidly, primarily driven by the focus on
logistics and locking in key resources.
In September 2019, Swiggy launched instant pick up and drop service Swiggy Go. The service
is used to pick up and drop off a diverse array of items, including laundry and document or
parcel deliveries to business clients and retail customers.
Working conditions
As of last update in January 2022, Swiggy, like other food delivery platforms, offers flexible
work opportunities to its delivery partners, allowing individuals to work part-time or full-time
based on their preferences. However, the working conditions can vary based on several factors
such as location, regulations, and individual circumstances. Here are some general aspects of
the working conditions of Swiggy delivery partners:
Flexibility: Swiggy offers flexibility in working hours, allowing delivery partners to choose
their own schedules. This flexibility can be appealing to those looking for part-time or
supplementary income.
Income Potential: Delivery partners typically earn based on the number of orders they deliver.
The income potential can vary depending on factors such as location, demand, and hours
worked. Some delivery partners may earn incentives or bonuses for completing a certain
number of deliveries within a specified time frame.
Safety Concerns: Safety is a significant concern for delivery partners, given the nature of their
work, which involves navigating traffic and sometimes entering unfamiliar neighbourhoods.
Swiggy, like other similar platforms, has implemented safety features in its app and provides
some insurance coverage for its delivery partners. However, instances of accidents, theft, or
assault can still occur.
It is important to note that perceptions of working conditions can vary among individuals and
may change over time. Swiggy, as a leading player in the food delivery industry, continues to
evolve its policies and practices to address the needs and concerns of its delivery partners. For
the most accurate and up-to-date information, individuals are encouraged to refer to recent
sources or official statements from Swiggy itself.

20
Challenges and Opportunities
Market Share Growth: Swiggy’s market share could increase with a rebranding. SWOT
Analysis could assist Swiggy to improve its share growth.
Offer Better Services: Delivery should happen quicker, and they must figure out a way to
waive delivery fees entirely or drastically cut them for essential food products.
Efficacious Value: With the market growing, Swiggy has the chance to collaborate with more
zonal restaurants. Swiggy has to expand its network of Zonal restaurants to compete in the
market.

21
3.Blinkit
Introduction
Albinder Dhindsa and Saurabh Kumar established Blinkit as Grofers in December 2013. After
getting to know each other at Cambridge Systematics in the late 2000s, they teamed up to enter
the supermarket delivery market. A major focus of their efforts was finding solutions to
industry issues caused by a lack of organization (both at the consumer and vendor ends). Before
expanding to other Indian cities, the business conducted a test run in Delhi NCR.
After operating as an online grocery delivery service for seven years, Blinkit opened dark stores
across India to provide quick grocery delivery. The business claimed to have delivered over
7,000 goods in Gurgaon in 15 minutes in July 2021. Within a month of completing over 20,000
deliveries under 15 minutes a day across 10 cities, it added 10-minute delivery to the top 12
cities. Blinkit became Grofers' brand name on December 13, 2021, as part of its commitment
to facilitating quick commerce.
The third-largest grocery delivery service provider in India right now is Blinkit. It barely gains
a little over 14% of the overall market share, behind BigBasket and Amazon. The business
currently serves customers in more than 28 Indian cities and delivers orders in under ten
minutes.
Working Conditions
Blinkit delivery partners may earn up to ₹50,000 per month, with weekly payouts and insurance
coverage. They may also choose their own work hours, such as 4, 8, or 10 hours.
However, some say that Blinkit delivery boys are underpaid, overworked, and subject to poor
working conditions. These conditions can lead to burnout, accidents, and labor unrest. For
example, one account states that gig workers earn Rs 6,000 to 7,000 per week, but this base
pay has been reduced despite inflation and fuel costs.

Challenges and Opportunities

Market Share Growth: Blinkit market share could increase with a rebranding. SWOT
Analysis could assist Swiggy to improve its share growth.
Delivery times: Blinkit has faced challenges in meeting promised delivery times due to the
perishable nature of its products.

22
4. Big Basket
Introduction
Big Basket is an Indian online grocery delivery platform that allows customers to shop for a
wide range of groceries and household essentials from the comfort of their homes. Founded in
2011 by Hari Menon, V.S. Sudhakar, Vipul Parekh, V.S. Ramesh, and Abhinay Choudhari,
Big Basket has emerged as one of the leading players in the e-commerce space in India.
The platform offers a diverse selection of products including fresh fruits and vegetables, dairy
products, packaged foods, personal care items, household supplies, and more. Customers can
browse through thousands of products, place orders online, and have their groceries delivered
to their doorstep at their preferred time slots.
Big Basket operates on a robust logistics network, ensuring timely delivery of orders to
customers across various cities in India. It has also introduced features like express delivery
and subscription services to enhance the shopping experience for its users.
Over the years, Big Basket has expanded its presence and offerings, catering to the evolving
needs of consumers in the online grocery segment. It has gained popularity for its convenience,
reliability, and wide assortment of products, making it a preferred choice for many households
in India.
Working conditions
According to the 2023 Fair work India report, BigBasket has fair working conditions, including
adequate safety equipment, periodic training, accident insurance, and monetary compensation
for income loss due to medical reasons. BigBasket also has good systems, rules, and
regulations, as well as transparency, salary, and benefits.
BigBasket is rated 3.9 out of 5 based on 656 reviews by employees. Some say BigBasket has
job security, the best managers in India, an on-time salary, and a good work-life balance.
However, others say the management in Kolkata B2B is stressful, and that one delivery person
was sweating severely carrying a heavy bag in 43-degree temperatures
Challenges and Opportunities
Delivery times
BigBasket has faced challenges in meeting promised delivery times due to the perishable nature
of its products.
Variable costs
BigBasket has high variable costs.
Competition
BigBasket faces competition from other big players, including Grofers, Amazon, Flipkart, and
local supermarkets.
Retaining customers
BigBasket has faced challenges retaining customers, including resistance from customers and
competitors.

23
Supply chain operations
BigBasket has faced challenges with inventory, warehouse management, and last-mile
delivery.
The biggest challenge that Bigbasket faced was to serve the customers in the time that has been
promised to them. The perishable nature of the product also adds to Bigbasket's complexities.
The emergence of several players in the e-grocery market means that customer satisfaction is
the only key distinguisher. BigBasket also has some opportunities for growth, including
expanding its market share and cross-selling.
BigBasket has been able to flourish due to favourable economic, social, and technological
environments that support India's growing online grocery industry.BigBasket's unique selling
point is delivery of fresh produce, which it does by purchasing fruit and vegetables from local
marketplaces each morning, storing them in refrigerated warehouses, and using a fleet of
temperature-controlled trucks to deliver to customers' doorsteps

24
5. Domino's
Introduction
Domino's Pizza started in 1960 when brothers Tom and James Monaghan opened their first
store, DomNick's, in Ypsilanti, Michigan. In 1965, they renamed the store Domino's. In 1983,
Domino's opened its first international store in Winnipeg, Canada. In 1989, Domino's
introduced its first new product, Handmade Pan Pizza. In 1992, Domino's introduced
breadsticks, its first national nonpizza menu item.
Working conditions
Domino's offers flexible hours and is good about working around schedule needs. Some say
the people are great and personable, and that the job is high demanding. Others say the
atmosphere is good, and that they can learn and enhance their skills.
In India, Domino's Pizza team members earn between ₹0.6 Lakh and ₹2.5 Lakh, with an
average annual salary of ₹1.4 Lakh. Domino's also offers a variety of benefits to eligible
corporate team members, including:
• Medical, dental, vision, and prescription drug coverage
• Flexible spending and health savings accounts (FSA/HSA)
• Education assistance
• Financial benefits
• Paid time off
• Mental health and family support

Challenges and Opportunities

Domino's Pizza, India has faced challenges such as thin margins, high customer acquisition
and retention costs, and a decline in Same Store Sales Growth (SSSG). Domino's also faces
competition from Pizza Hut, Papa John's, and local pizzerias. However, Domino's has 1,816
outlets in India and is the world's cheapest pizza chain there.
Domino's Pizza, a leading global pizza delivery company, faced numerous challenges,
including outdated processes, high operational costs, and increasing competition from digital-
native food delivery platforms
Domino's Pizza is a delivery and carryout chain that offers a wide range of pizzas, sides, and
other dishes. In India, Domino's Pizza has multiple locations, including Indira Nagar and
Saifabad. Some say the pizza is excellent, and others mention the garlic breads and paneer
stuffed breads.

To open a Domino's franchise in India, you must first contact Jubilant Food Works Limited,
the master franchisee of Domino's in the country. You must sign an agreement for the following
lengths of time depending on the type of outlet you want to open:

25
 CHAPTER –4
DATA ANALYSIS AND
INTERPRETATION

26
1.1. Referring to gender of respondents

Table
Gender No. of responses Percentage

Male 98 98%

Female 2 2%

Prefer not to say 0 0%

Source: Primary Data

Figure No: 4.1

Interpretation:
From the above chart, 98% of the respondents are men and 2% of the respondents are women
delivery partners. This shows that the majority of the delivery workers are men.
.

27
1.2. Referring to age of the respondents.

Table

Years No. of responses Percentage

Under 20 22 22%

21-25 54 54%

26-30 14 14%

Above 30 10 10%

Source: Primary Data

Figure No: 4.2

Interpretation:
From the above pie chart, we observe that over 54% of the total respondents are under the age
group of 21-25 years, 22% of them are below 20 years, while 14% of the respondents are of
the age group of 26-30 years, and only 10% of the remaining are above 30 years. This shows
that the majority of the delivery workers are in their early twenties.

28
1.3.Which Platform?

Table
Platform No. of responses Percentage

Swiggy 20 20%

Zomato 17 17%

Blinkit 12 12%

Uber eats 5 5%

Big basket 12 12%

Others 34 34%

Source: Primary Data

Figure No: 4.3

Interpretation:
From the above chart, 20% of the respondents are employees of Swiggy, 17% of them work
for Zomato, whereas 12% of the delivery partners work for blink it and 12% of the partners
work for big basket and 5% for uber eats and the rest 34% belong to other platforms. This
shows that the majority of the delivery partners prefer to work for popular brands like
Swiggy, Zomato etc.

29
1.4. How long you have been working as a delivery worker?

Table

Particulars No. of responses Percentage

From Past 1 year 23 23%

From Past 2 years 32 32%

Before 6 months 46 46%

Source: Primary Data

Figure No: 4.4

Interpretation:
From the chart we observe that the 46% of the respondents have been working as delivery
drivers for less than 6 months, while 32% of the them are working as delivery partners from
past 2 years, and only 23% of the respondents have been working in the last one year. This
shows in recent times the majority of the individuals have made their career as delivery
partners and are new to these jobs.

30
1.5. Are you a permanent resident of Telangana?

Table

Particulars No. of responses Percentage

Yes 85 85%

No 15 15%

Source: Primary Data

Figure No: 4.5

Interpretation:
From the chart we observe that 85% of the respondents are permanent residents of Telangana,
whereas 15% of the respondents are not permanent residents of Telangana. This shows most
of the delivery workers are permanent residents of the state.

31
1) Do you have any other sources of income besides delivery work?

Table

Particulars No. of responses Percentage

Yes 47 47%

No 53 53%

Source: Primary Data

Figure No: 4.6

Interpretation:
From the above pie chart 53% of the respondents have no other source of income besides
delivery work, while 47% of the respondents have other sources of income apart from
delivery work. This shows us that the majority of delivery workers solely rely on delivery
work as their primary source of income.

32
2) Do you receive any benefits such as health insurance, paid leaves from your
employer?

Table

Particular No. of responses Percentage

Yes 19 19%

No 62 62%

Maybe 19 19%

Source: Primary Data

Figure No: 4.7

Interpretation:

From the above chart we observe that 62% of the respondents receive benefits such as health
insurance and paid leaves from their employer. However, 19% of the respondents receive no
such benefits from their employer, whereas other 19% of the respondents say that they may
receive some benefits occasionally. This shows us that the majority of the delivery workers
receive paid leaves and health benefits from their employer.

33
3) Do you see yourself continuing in this profession in the long term?

Table

Particulars No. of responses Percentage

Yes 24 24%

No 55 55%

Maybe 21 21%

Source: Primary Data

Figure No: 4.7

Interpretation:

From the above chart 55% of the respondents do not foresee themself continuing the delivery
work profession in the long term, while 24% of the respondents are committed to continuing
in this profession in the long term. Additionally, 21% of the respondents opted for maybe
indicating that they are uncertain about their future in the delivery work profession. This
shows us that the majority of the delivery workers do not see themself continuing in this
profession.

34
Source: Primary Data

INTERPRETATION:
From the above bar graph, we observe that the majority of the delivery workers are expecting
changes and improvements like increase in wages and providing better working conditions
from the delivery industry.

35
5) Career Progression Within this Field
Table
No. of Participants Percentage
4 4%
13 13%
45 45%
20 20%
18 18%

Source: Primary Data

Interpretation
From the above graph, we observe that 45% of the delivery partners had professional
advancement over a period of time in their careers, whereas 4% of the population had trivial
progression. This shows that the majority of the workers had career growth within the
organization.

36
6) Any changes in demand or working conditions, since the onset of the pandemic?
Table
Particulars No. of Responses Percentage

Yes 43 43%

No 38 38%

Maybe 19 19%

Source: Primary Data

Figure No: 4.8

Interpretation:
From the above chart we see that 43% of the respondents have seen a change in the demand
or working conditions on the onset of the pandemic, and 38% of the respondents saw the
possibility of change since the pandemic, however 19% of the respondents have not seen any
changes in there working conditions. This shows that the majority of the delivery partners
have experienced major changes in there working conditions during and after the pandemic

37
7) Typical working hours per day
Table
Hours Per Day No. of Respondents Percentages
2-4 Hrs 13 13%
4-6 Hrs 55 55%
More than 8 Hrs 31 31%
15 Hrs 1 1%

Source: Primary Data

Figure No: 4.9

Interpretation:
From the above pie chart readings, we observe 31% of the total respondents work more than
8 hrs per day and the maximum working hours recorded as the period of 2-4 hrs and by this
we know that delivery workers have flexible shifts and clearcut analysis of the harsh working
conditions.

38
8) Security or Safety Concerns While on Duty
Table
Particulars No. of Respondents Percentages
Yes 26 26%
No 54 54%
Maybe 20 20%

Source: Primary Data

Figure No: 4.10

Interpretation:
From the above chart 54% of the respondents had safety and security concerns while on duty
it is to be noted that majority of the delivery drivers are the ones experiencing concern of the
breach of security. And 20% don’t experience any safety concerns.

39
9) Do you feel that your job affects your mental health in any way?
Table
Opinion No. of Respondents Percentage

Yes 33 33%
No 51 51%
Maybe 16 16%

Figure No: 4.11

Interpretation:
From the above chart we observe 33% of the respondents feel that this job is affecting their
mental health, whereas 51% of the respondents feel that it is not affecting their mental health
in any way and 16% of respondents feel that this job may affect their mental health. This shows
that most of the delivery workers feel that this job is not affecting their mental health in any
way.

40
10) Have you ever experienced any work-related injuries or issues?
Table
Opinion No. of Respondents Percentage
Yes 25 25%
No 57 57%
Sometimes 18 18%

Source: Primary Data

Figure No: 4.12

Interpretation:
From the above chart we observe that, 25% of respondents have experienced work-related
health issues, whereas 57% of respondents have not experienced any work-related injuries or
health issues and 18% of respondents have experienced work-related injuries sometimes. This
shows that majority workers have not experienced any work-related injuries or health issues.

41
11.What kind of support system or resources are available to you as a delivery workers
Support Systems and Resources
Category No. of drivers Percentage
All 1 1%
Employee assistance 1 1%
Police 28 45%
Family 1 1%
Health insurance (PR) 1 1%
Transportation 1 1%
Traffic Police 6 6%
None 6 6%
Others 10 10%
Source: Primary Data

Interpretation
From the above graph we see 45.9% of the delivery drivers comply with receiving support
from the police officials with in the state whereas the support they tend to receive from there
organization is reportedly less at the percentage of 1%-10%. This shows that the delivery
partners substandard workplace conditions.

42
12. Do you feel that adequately supported by your employer in terms of training,
equipment and assistance?
Table
Opinion No. of Respondents Percentage
Yes 43 43%
No 46 46%
Maybe 11 11%

Source: Primary Data

Figure No: 4.13

Interpretation
From the above pie chart, we observe 43% of respondents feel that they are adequately
supported by their employers in terms of training, whereas 46% of respondents feel that they
are not supported by their employers. This shows that majority of delivery workers are not
supported by their employer in terms of training, equipment and assistance.

43
CHAPTER –5
CONCLUSION

44
5.1 Findings
Food delivery drivers play a crucial role in ensuring that meals reach hungry customers
promptly and efficiently. Through this report we got to connect with these resilient and
dedicated delivery heroes and helped us to come across the realities and their lives as delivery
workers.
We have seen 85% of our respondents are natives to Telangana that made dispatch works as
their career. And they tend to depend on this work as their source of income with the difference
of 53%/100 this also shows us the limited opportunities that these drivers have to generate
income. which later influenced their life styles.
These delivery workers primarily serve platforms like Zomato, Swiggy, and Uber Eats. They
typically work long hours, often 12-hour shifts.
Another drawback faced by the delivery workers is the lack of support and protective measures
by the food delivery industry Additionally, customers often do not take the initiative to help
these drivers. It’s a challenging situation where these essential workers are left to fend for
themselves.
The study shows that the delivery partners also enjoy the freedom of work where they get to
set their own schedule, enjoy work environment and connect with different people across the
state.
Despite the challenges, Food delivery drivers play a crucial role in ensuring that meals reach
hungry customers promptly. food delivery drivers contribute to the seamless functioning of our
food delivery ecosystem, ensuring that delicious meals reach our doorsteps!

5.2 Suggestions
1. Access to Social Protection Measures:
- Expand the coverage of social protection schemes, including health insurance, sick leave,
and retirement benefits, to include delivery workers.
- Collaborate with government agencies and delivery companies to facilitate the enrolment
of delivery workers in existing social security programs.
2. Promotion of Collective Bargaining and Unionization:
- Support the formation of delivery worker unions or associations to collectively negotiate
for better wages, working conditions, and legal protections.
- Provide training and resources to empower delivery workers to advocate for their rights and
interests effectively.
3. Investment in Skill Development and Training:
- Develop training programs focused on road safety, customer service, financial literacy, and
entrepreneurship to enhance the professional development and resilience of delivery workers.
- Collaborate with vocational training institutes and industry experts to design and implement
relevant training modules.

45
5.3 Conclusion
Based on the data gathered from 100 respondents it is concluded that the Delivery workers are
expecting an increase in their wages and providing better working conditions like health
benefits and paid leaves. Although the market has reached an extent still delivery workers are
facing some challenges.
The research project on the life of delivery workers in Telangana State has provided valuable
insights into the challenges and opportunities faced by this essential workforce. Through
comprehensive data collection and analysis, we have gained a deeper understanding of the
socio-economic backgrounds, working conditions, financial stability, and access to social
protection measures among delivery workers in the state.
Our findings reveal that delivery workers in Telangana face significant challenges, including
unsafe working conditions, inadequate compensation, limited access to social protections, and
exploitative employment practices. These challenges not only impact the well-being and
livelihoods of delivery workers but also highlight systemic issues within the gig economy that
need urgent attention.
Based on the responses received from the survey, 33% of the respondents feel that working as
a delivery worker affects their mental health. By prioritizing the improvement of working
conditions and seizing the opportunities for empowerment, we can create a more inclusive and
sustainable gig economy in Telangana State, where delivery workers can thrive and contribute
to the socio-economic development of the region.

46
 BIBLIOGRAPHY

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(2019). Satisfaction of consumers by using online food services. International Journal of
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12.Alagoz, S. M., & Hekimoglu, H. (2012). A study on tam: analysis of customer attitudes in
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WEBSITES
https://scholar.google.com/
https://shodhganga.inflibnet.ac.in/
https://www.researchgate.net/

48
 ANNEXURE
QUESTIONNAIRE
1.Under 20
o 21-25
o 26-30
o Above 30
2.Which Platform
o Swiggy
o Zomato
o Blinkit
o Uber eats
o Big basket
o Others
3.How long have been working as a delivery worker ?

o From Past 1 Years

o From Past 2 Years
o Before 6 Months
4.Are you a permanent resident of Telangana?

o Yes
o No
1) Do you have any other sources of income besides delivery work?

o Yes
o No
2) Do you receive any benefits such as health insurance, paid leave from your employer?

o Yes
o No
o Maybe

3) Do you see yourself continuing in this profession in the long term?

o Yes
o No
o Maybe
4) Are there any changes (or) improvements you would like to see in the delivery industry?

49
Your answer

5) How do you envision, your career progression within this field?*

o 1 (Worse)
o 2 (Bad)
o 3 ( Average)
o 4 (Good)
o 5 (Excellent)

6) Have there been any changes in demand or working conditions, since the onset of the
pandemic?*
o Yes
o No
o Maybe
7) How many hours do you typically work per day?

o 2-4 Hrs
o 4-6 Hrs
o More than 8hrs
o Other:

8) Have you ever faced any security or safety concerns while on duty?*
o Yes
o No
o Maybe
9) Do you feel that you job affects you mental health in any way*
o Yes
o No
o Maybe

10) Have you experienced any work-related injuries or health issues*

o Yes
o No
o Sometimes

11) What kind of support systems or resources are available to you as a delivery worker?
Your answer

50
12) Do you feel adequately supported by your employer in terms of training, equipment, and
assistance?*
o Yes
o No
o Maybe

51