Informal Workers Programme
Partner with PATA to design and deliver tailored capacity-building programmes that empower informal tourism workers and strengthen local communities.
Why Informal Workers Matter
The people behind tourism
Tourism is powered by millions of informal workers who create authentic visitor experiences every day. Street food vendors, market sellers, drivers, freelance guides, artisans, performers and activity providers are often the first and last people visitors interact with.
Despite their essential contribution to tourism, informal workers frequently have limited access to training, business support, digital tools and social protection.
Strengthening their skills and resilience not only improves livelihoods but also enhances visitor experiences, destination competitiveness and community wellbeing.
About the Programme
Building stronger destinations through community capacity building
The Informal Workers Programme helps destinations support informal tourism workers through practical, locally relevant training.
Every programme is tailored to local needs and developed in partnership with destination authorities, community organisations and industry stakeholders.
Programmes can cover topics such as:
Google Business & Maps
Improving visibility by creating and managing a business presence on Google Search and Maps
Cross-Cultural Communication
Using Google Translate and developing confidence to communicate with visitors from different cultural backgrounds
Digital Skills
Building essential digital competencies to communicate, market and manage a business more effectively
Digital Marketing
Strengthening mobile photography skills and learning how to promote products and services online to reach more customers
Financial Literacy
Strengthening financial management skills, including budgeting, pricing, profit & loss, savings, and record keeping
Sustainable Practices
Adopting responsible business practices such as waste management and reduced resource consumption
Visitor Service Excellence
Enhancing customer service skills to create welcoming, memorable and high-quality visitor experiences
Digital Payments
Learning to accept secure cashless payments and use digital payment solutions with confidence
Health & safety
Applying good hygiene, safety and risk management practices to protect both workers and visitors
Entrepreneurship
Developing practical business skills to start, manage and grow a resilient tourism-related micro business
Rather than applying a standard curriculum, each programme begins with understanding the needs of the local community.
How We Work: 4-Step Diagram
1. Assess local needs
Research and consultations with informal workers and local partners.
2. Design the programme
Tailored training content based on destination priorities.
3. Deliver practical training
Interactive, community-based sessions in local languages.
4. Measure impact
Evaluate outcomes and identify opportunities for future support.
Who we work with
The programme can be delivered in partnership with:
- National Tourism Organisations
- Destination Management Organisations
- Local governments
- NGOs
- Development agencies
- Tourism associations
- Foundations
- Private-sector CSR initiatives
Programme Highlights
1,000+ informal workers trained
2 countries
Programmes delivered in local languages
Training tailored to community needs
Case Studies
Thailand: Building Community Resilience
The Informal Workers Programme was first implemented in Bangkok, Thailand, in December 2021, following research conducted by PATA and the Roundtable Human Rights in Tourism on the impact of COVID-19 on informal workers in the tourism supply chain. The study revealed that 94% of respondents had experienced severe employment impacts, with 86% facing extreme financial hardship, highlighting the urgent need for targeted support.
Designed to maximise community benefits, PATA engaged unemployed freelance tour guides and under-employed tourism professionals to work alongside civil society organisations in delivering community-based training. The programme reached 500 informal workers across 15 communities in Bangkok, helping participants prepare for the safe return of international tourism while strengthening their livelihoods and business resilience.
The training combined practical business skills with health and social awareness, covering topics such as:
- Using Google Maps to improve business visibility and attract visitors.
- Communicating with international tourists through Google Translate.
- Adopting cashless and QR code payment systems.
- Health and safety practices, including COVID-19 prevention and social security registration.
- Child protection, promoting awareness of safeguarding responsibilities within local communities.
The programme demonstrated how practical, locally delivered training can empower informal workers while supporting safer, more inclusive and resilient destinations.
Indonesia: Adapting to Local Community Needs
Building on the success of the Thailand pilot, PATA expanded the Informal Workers Programme to Indonesia in 2023 with the support of Visa and implementation by Wise Steps Consulting. Between March and June 2023, the programme trained 502 informal workers, including 284 participants in Bali and 218 in Jakarta.
Before designing the training, local consultations were conducted with informal workers in both destinations to understand their priorities and ensure that the programme addressed their specific needs. This participatory approach recognised that each destination faces different challenges and opportunities.
In Bali, training was delivered through ten community-based sessions over one month, scheduled around participants’ working hours and conducted in Bahasa Indonesia. The programme focused on:
- Photography to improve product presentation and marketing.
- Cross-cultural communication to strengthen interactions with international visitors.
- Financial management, including profit, loss and debt management, identified as the community’s highest priority.
In Jakarta, fourteen sessions were delivered across the historic districts of Kota Tua and Chinatown, locations selected for their accessibility to local informal workers. Based on the needs assessment, training covered:
- Digitalisation, including Google Maps, Google Translate and local digital payment systems.
- Sapta Pesona, Indonesia’s seven principles of quality tourism, alongside local heritage awareness and destination stewardship.
- Hygiene and food safety, with practical guidance for food vendors on safe food handling and sanitation.
The Indonesian programme highlighted the flexibility of the Informal Workers Programme, demonstrating how training content, delivery methods and schedules can be adapted to different communities while maintaining a strong focus on practical skills, destination quality and long-term community resilience.
Looking ahead
Bringing the programme to new destinations
The Informal Workers Programme continues to evolve to meet the changing needs of destinations and communities.
PATA is currently seeking partners interested in implementing tailored programmes in 2026 and beyond.
Whether your objective is digital transformation, sustainability, community development or visitor experience, we can work with you to design a programme that fits your destination.
Interested in bringing the Informal Workers Programme to your destination?
We welcome discussions with tourism organisations, governments, development agencies and industry partners interested in supporting informal tourism workers.
Contact us today at [email protected] to explore how the programme can be adapted to your destination.
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