Delivery of social welfare entitlements in India : unpacking exclusion, grievance redress, and the role of civil society organisations

Seth, Aaditeshwar and Gupta, Aarushi and Johri, Mira (2021) Delivery of social welfare entitlements in India : unpacking exclusion, grievance redress, and the role of civil society organisations. Project Report. Gram Vaani, New Delhi.

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The COVID-19 public health crisis and subsequent containment measures followed in India have severely impacted poor and vulnerable populations with respect to food security, livelihood, and access to health services. The national lockdown led to significant distress among citizens due to employment loss, wage cuts, transportation etc., and increased dependency of people on social protection schemes. Although several relief measures have been mobilised by the government, there has been extensive documentation of exclusion of deserving people from availing these social protection measures. In this research project, Gram Vaani, Dvara Research, University of Montreal and Tika Vaani utilised their collective knowledge and field resources to undertake action research specific to the context of the COVID-19 pandemic. The report explores three research objectives: 1. Analysis of over 20,000 voice reports of grievances submitted on one of Gram Vaani’s Interactive Voice Response (IVR) platform to understand the different challenges citizens face in accessing social welfare entitlements. 2. Understanding the various modalities through which Gram Vaani volunteers assist callers in resolving the hindrances they report. 3. Proposing a set of Standardised Operating Procedures (SOPs) that can be used by civil society organisations to reduce exclusion at the last mile.

Item Type: Monograph (Project Report)
Uncontrolled Keywords: COVID-19, Pandemic, Socio-economic implications, National lockdowns, Economic activity, Migration, employment loss, wage cuts, Civil Society Organisations (CSOs), Social protection schemes.
Subjects: Technology > Medicine & health > Promotion of health
Depositing User: Mr. Sachin Tirlapur
Date Deposited: 22 Jun 2021 10:45
Last Modified: 22 Jun 2021 10:45
Note: "This report was created as part of the COVID-19 Research Funding Programme 2020, which received financial support from Azim Premji University. The facts, opinions and conclusions mentioned in the report are those of the authors and do not necessarily reflect the position or policy of Azim Premji University. No warranties or guarantees are expressed or implied by the University. The University does not assume responsibility or liability for in respect of the data, material or opinions therein”.
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