The tea-garden workers' Beneficiary Experience Handbook in accessing social welfare schemes in Bengal, captures lived realities of accessing welfare systems based on our work with them over the last 3+ years .
It highlights that the true measure of effectiveness lies in how systems are experienced on the ground. The insights underscore gaps between policy design and actual access, especially at the last mile.
By centering user journeys, this handbook emphasizes the need for more inclusive and responsive delivery and serves as a resource for strengthening systems that are people-centric first, grounded in dignity, access, and real outcomes.
