Citizen-Centred Last-Mile: Designing Dignified Welfare Access | Moments that Matter Summit

What does it truly mean to design welfare systems around the needs and experiences of citizens? This session brings together workers and community leaders to share their lived experiences of accessing welfare schemes. Through stories of missing documents, digital barriers, and everyday struggles, the discussion explores how dignity, trust, and participation are as important as access itself. The panel highlights that every interaction with a welfare system is a "moment of truth" that can either build or erode trust, and calls for welfare systems that are designed with communities rather than for them. Speakers Ms. Indira – Hasiru Dala Ms. Meenakshi – Hasiru Dala Ms. Lalithamma – Garment Labour Union Ms. Saroja K – Garment Labour Union Mr. Hemanatha Kumar – Founder, Save Rural Libraries Initiative Ms. Rakshita Swamy – Founder & Director, SAFAR (Moderator) Ms. Concepta Fernandes – All India Radio (Translator) To Know More about the Moments that Matter Summit 2026 by Indus Action, visit: www.indusaction.org/events #SocialProtection #CitizenCentric #LastMileDelivery #MomentsthatMatter #AdministrativeBurden #PublicPolicy #IndusAction