Back on Track India


COVID-2019 has shown the world a derogatory picture that anyone could have ever imagined. The human life, their freedom, source of livelihood; everything is on stake. While protecting and saving lives is the first priority at this moment, bringing the nation back on track needs a strategic approach, where all the stakeholders have to participate with their share of responsibilities.

Due to COVID, operations in the outsourcing industry have stalled. Many people who lost their jobs have migrated back to their hometowns. A team of livelihood generation experts at KAGAS has conceptualized and designed project “Back on Track India” to generate a source of livelihood for the reverse migrated as well as employable youth by creating jobs in the outsourcing Industry in District Pithoragarh of Uttrakhand.

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Problem Statement

In the COVID-19 era, the Indian outsourcing industry (domestic as well as International) requires low cost but competent and efficient solutions that can bring the entire economics low and put the industry back on track.

The Indian outsourcing industry which is estimated to be worth about $52 billion, employs approximately 3,00,000 people every year.

Indian outsourcing industry leads the global listing with the most diversified service portfolio that primarily includes:

Customer support services

24/7 inbound/outbound call center services that address customer queries and concerns through phone, email and live chat

Technical support services

Installation, product support, running support, troubleshooting, usage support and problem resolution for computer software, hardware, peripherals and internet infrastructure

Telemarketing services

Interacting with potential customers and creating interest for the customer's services/ products. Up-selling, promoting and cross selling to existing customers and completing online sales processes.

IT help desk services

Level 1 and 2 multi-channel support, system problem resolutions, technical problem resolution, office productivity tools support, answering product usage queries and performing remote diagnostics.

Insurance processing

New business acquisition and promotion, claims processing, policy maintenance and policy management.

Data entry and data processing

Data entry from paper, books, images, e-books, yellow pages, web sites, business cards, printed documents, software applications, receipts, bills, catalogs and mailing lists.

Data conversion services

Data conversion for databases, word processors, spreadsheets and software applications. Data conversion of raw data into PDF, HTML, Word or Acrobat formats.

Bookkeeping and accounting services

Maintenance of the customer's general ledger, accounts receivables, accounts payables, financial statements, bank reconciliations and assets / equipment ledgers.

Form processing services

Online form processing, payroll processing, medical billing, insurance claim forms processing and medical forms processing.

Online research

Internet search, product research, market research, surveys, analysis, web research and mailing list research.

How COVID has affected the companies to discontinue operations:

  • Life-threatening risk associated with COVID-19
  • Migration of the first hand employees (agent and team leader) from metro cities to their home towns, usually smaller cities
  • Even if they are operating; they are not operating at full capacity rather in a very controlled setting, leading to higher operating expenses
  • Work from home is not an option due to risk related to data security, misuse of data

According to the intensity of the infection, India has been divided into Zones


Business Activities related to outsourcing

Operational Cost

Red Zone

Restricted activities


Orange Zone

Better than red zone but activities are restricted


Orange Zones with very low density of Population

Less restrictions
Hills have an added advantage:

  • You don’t require ACs
  • Less density of population
  • Availability of IT Infra
  • Lowest in the Hills/ Mountain towns, provided:

  • IT infra is available
  • An organisation is willing to take ownership of safety, security.
  • Higher education level
  • Availability of Man power
  • A Win – Win Solution

    This has generated a hope Hills can emerge as saviour in the revival of the industry. This opportunity can provide a win-win proposition to the employable/ job ready population of the rural India as well as it can facilitate smooth functioning of many companies, remarkably cutting down their cost of operation.
    To qualify as an ideal fit, the area has to satisfy the following criteria:

    Higher literacy rate and education level

    The higher employable population that means youth should have:

    • Language proficiency (English and Hindi)
    • Computer Skills (Intermediate level: Knowledge of MS office, Internet-related functionality)


    • IT Infra: Lease line internet connection facility), telephone
    • Office Space with dedicated workstations
    • Possibilities of scaling up with a very short turn-around-time
    • Capable Management team with technical know-how and experience of handling such process.
    • Sustainability post COVID
    • Future connectivity by Air with bigger cities

    Our Proposal

    KAGAS, an Uttrakhand based organization, has been working in the field of economic development since 1992. KAGAS’s key focus area is economic development through livelihood generation. KAGAS has profound experience in working and implementing large-scale projects in partnership with various renowned national as well as International organization and funding agencies.

    Pithoragarh is a Western Himalayan town with a Municipal Board and one of the most developed cities in the Indian state of Uttarakhand. For the project “Back on Track India”, Pithoragarh matches all the criteria of being a qualified place to run the operations.

    • The largest organized semi-urbanized to urbanized town and village cluster in the state.
    • Connected with all means of transport: Rail, Road and Air
    • Known as the education hub of the hilly region with many reputed colleges and technical institutes
    • Literacy rate of 92.48 %; higher than state average of 78.82 % and national average of 74.04%
    • Pool of educated and employable youth and reverse migrated due to lockdown
    • Soothing climatic condition that doesn’t require AC throughout the year, which again gives Pithoragarh an advantage of running operation without fear of spreading COVID 2019 due to centrally-run ACs

    What KAGAS Offers

    KAGAS offers ownership of the entire management of the project and support at all the levels staring from:

    • Manpower selection
    • Training
    • Retention
    • Expansion
    • Data security
    • Reviews and reports

    Competent dedicated management team with relevant experience of working in the outsourcing industry

    Operation-ready with all physical Infrastructure (Office space, sitting bay, CCTV)

    IT and Telecom Infrastructure

    KAGAS’ credibility and legacy of working in the area of last 28 years