Graham Mowat

1
Supporting claimants with budgeting and debt
problems the challenges and lessons learned
The DWP role and priorities for action

• Graham Mowat
• Head of Budgeting Support Indebtedness
• 31st July 2013

2
Contents

• Welfare Reform
• Universal Credit
• Financial Products, Budgeting Support (Money
  Advice) Alternative Payment Arrangements
• Learning from DPDP the LA Led Pilots
• Local Support Services Framework
• Social Justice definitions and priorities
• Problem Indebtedness as an SJ priority
• Legal High Cost Credit
• Alternatives - Credit Unions
• Illegal Money Lending

3
Overview (1)
The Reform Story

• The Welfare Reform Act introduces the most
  fundamental reforms to the social security system
  for 60 years. It aims for a simpler, fairer
  benefits system and to ensure work pays.
• Money needs to be targeted more effectively we
  have to ensure that support continues to be
  available to those who need it most. Employment
  must be an aspiration for everyone who is able to
  work.
• Our services need to change to reflect the
  diversity and complexity of the issues that many
  people in society face today, requiring more
  joined-up working across government and beyond.

A system that was originally designed to support
the poorest in society is now trapping them in
the very condition it was supposed to alleviate
Iain Duncan-Smith, Secretary of State for Work
and Pensions
4
Overview (2)
The Reform Story

• We are introducing greater fairness to the
  welfare and pensions systems by making work pay
  and reinvigorating incentives to save for
  retirement, whilst protecting the most vulnerable
  disabled people and pensioners.
• The nations finances also need to be put on a
  more sustainable footing while this means
  making difficult decisions on tax and spending,
  we believe it is possible to do this and help
  people lift themselves out of poverty, and stay
  out of poverty, through work and saving backed by
  the right support and encouragement.
• Our Reforms will
• - ensure people are always better off in work
  than on benefits
• - provide unconditional support for disabled
  people that need it
• - prepare the long term unemployed for the world
  of work
• - ensure people receive a fairer pension and are
  encouraged to save for retirement
• - support separating families.

5
Welfare Reform and Universal Credit
that tackles welfare dependency, poverty and
worklessness by making work pay
A policy
that replaces a complex system of working-age
(in/out work benefits and credits) with the
Universal Credit and a single set of rules
A benefit
that together with our employment support
programmes, helps people into work
A gateway
largely self service internet-age and digital -
whilst continuing face-to-face support for those
who need it
A platform
An ambition
transforming lives and society through work
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Context - Claimant Preparation
REQUIREMENT FOR A PERSONAL BUDGETING STRATEGY IS
DRIVEN BY THESE CHANGES
We want to help people to be able to manage
their own finances successfully, whether they
are in or out of work
Housing costs direct to tenant
Single payment to household
Monthly Payment
7
Universal Credit Personal Budgeting Support
Overview
8
Alternative Payment Arrangements

• For a minority of claimants, alternative payment
  arrangements may be required these might include
  
• paying the rent directly to the landlord, from
  the outset
• making more frequent than monthly payments
• splitting the payment within the household
• We will also have the option to make rent
  payments direct to the landlord if a claimant
  reaches a certain level of rent arrears.
• Tier 1 and Tier 2 factors indicating potential
  support needs will be used
• Information from a third party i.e. the
  claimants representative, their caseworker and /
  or their landlord can be used to inform a
  decision.
• The decision about whether an alternative payment
  arrangement is suitable will be made by a UC
  adviser.

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Alternative Payment Arrangements consideration
factors

• Tier One factors Highly likely / probable need
  for alternative payment arrangements
• Drug / alcohol and / or other addiction problems
  e.g. gambling
• Learning difficulties including problems with
  literacy and/or numeracy
• Severe / multiple debt problems
• In Temporary and / or Supported accommodation
• Homeless
• Domestic violence / abuse
• Mental Health Condition
• Currently in rent arrears / threat of eviction /
  repossession
• Claimant is young either a 16/17 year old and /
  or a Care leaver
• Families with multiple and complex needs

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Alternative Payment Arrangements consideration
factors

• Tier Two factors - Less likely / possible need
  for alternative payment arrangements
• No bank account
• Third party deductions in place (e.g. for fines,
  utility arrears etc)
• Claimant is a Refugees / asylum seeker
• History of rent arrears
• Previously homeless and / or in supported
  accommodation
• Other disability (e.g. physical disability,
  sensory impairment etc)
• Claimant has just left prison
• Claimant has just left hospital
• Recently bereaved
• Language skills (e.g. English not spoken as the
  first language).
• Ex Service personnel
• NEETs - Not in Education, Employment or Training

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Money advice

• Money advice will include
• Online budgeting tools for claimants who can help
  themselves - such as those offered by Money
  Advice Service and Citizens Advice.
• Advice services offered by external organisations
  for those who need more support with, for
  example, getting a bank account or doing a
  monthly budget plan.
• Advice will be delivered through online,
  telephone and face-to-face channels by expert
  providers at a national and local level through
  the Local Support Services framwork.
• A personal planner is available on gov.uk to help
  claimants understand and prepare for financial
  changes arising from the introduction of
  Universal Credit. It asks claimants a set of
  questions about their readiness for claiming
  Universal Credit and, depending on the answers
  given, sets out an individual action plan.

12

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Suitable Financial Products

• 75 of people are paid earnings monthly in
  arrears. Monthly payment of benefit will prepare
  households for the reality of budgeting on a
  monthly income, will ease the transition into
  work
• The majority of Universal Credit claimants will
  continue to be paid through mainstream current or
  basic accounts as they are today.
• Up to 1.3 million potential UC claimants
  currently do not use a transactional bank account
  to manage their benefit payments. Most of these
  individuals currently use a Post Office Card
  account (POCa) which does not offer transactional
  facilities.
• We are looking at ways to make accounts with
  budgeting functionality, such as jam jar
  accounts, more widely available. We are
  consulting with financial providers across the
  private, social and third sectors and considering
  the best ways to make these types of products
  more available.
• Having access to a transactional account will
  enable claimants to make electronic payments out
  of the account such as Direct Debits or
  standing orders for bills such as rent, gas and
  electricity.

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Why are people unbanked?

• cash is simple and trustworthy
• Many people on lower incomes prefer to use cash
  as it helps them to feel more in control of their
  money.
• legacy benefit payments havent necessitated a
  bank account
• If you receive fortnightly payments and your rent
  is paid direct to your landlord you might not
  feel the
• need for bank account. Most employers require
  you to have a bank account details but for some
  people
• who are further from the labour market this isnt
  an immediate problem.
• some people dont like direct debits
• Many people choose not to use direct debits as
  they prefer to have control over their payments.
• They are often concerned that benefits payments
  might be late causing them to incur penalty
  charges on
• failed direct debits.
• you might be concerned about penalty charges
• Penalty charges can have a disproportionately
  punitive affect on those with lower incomes.
  Individuals who do incur charges tend to be
  charged multiple times, averaging 5.6 times p.a.
• you might have a dormant account elsewhere
• 70 of POCa users have an account elsewhere.
  Some people choose not to have benefits paid into
  
• their account due to outstanding debts (such as
  an overdraft).

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Payments What are the options?

• POCa
• We can make UC payments into a POCa.
• POCa is not transactional so you cant set up
  standing orders or direct debits you can only
  withdraw cash.
• POCa contract ends in 2015 (with an option to
  extend for 2 years.
• For most claimants POCa will not be a suitable
  method of payment.

• Current Accounts
• Most claimants will be continue to be paid into a
  bank or building society account.
• It will remain as the best option for the
  majority of UC claimants as it provides access to
  a wide range of financial services including
  budgeting tools and SMS balance alerts.

• Basic Bank Accounts
• Basic bank accounts limit the risks of penalty
  charges and overdraft fees.
• All banks have signed a voluntary agreement with
  the government to offer basic accounts.
• Basic bank accounts are not profitable so some
  banks do not advertise them accounts or restrict
  eligibility.
• Basic accounts do not fully protect from penalty
  charges or debt.
• We are working with HMT to improve basic bank
  account services.

• Credit Unions
• Credit unions are local mutual finance
  organisations.
• DWP have invested 38m into the expansion and
  modernisation of services
• some credit unions already offer a current
  account
• a small number of unions provide jam-jar
  facilities
• We are working with CUEP to make sure more credit
  unions can support UC claimants.

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• Simple Payment
• Simple payment has replaced girocheque payments.
• We issued our final giro last week!
• Funds are issued onto a reusable card which can
  be taken to any PayPoint outlet to exchange for
  cash.
• Simple payment is designed to support out most
  vulnerable claimants who cant use any other
  method of payment.
• You must withdraw the entire amount on the card
  and you cant set up automated payments so it
  wont be suitable for most UC claimants.

• E-money Services
• New e-money organisations are offering
  alternative banking products.
• These include prepaid cards and mobile phone
  e-wallets.
• New payment services such as Pingit are changing
  the market.
• Some of these products already offer full
  transactional banking services.

• Budgeting Accounts
• Can provide additional support through jam jar
  type functionalities.
• There are already some of these accounts on the
  market but they can be expensive.
• Some credit unions are starting to offer low cost
  versions.
• We are interested undertaking some trails to
  consider whether DWP should invest in these
  services to help our more vulnerable claimants.

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Budgeting Accounts
What are these jam jars all about????
Wages
UC

• Budgeting accounts could help some people manage
  their money more effectively.
• Budgeting Accounts on the market currently cost
  between 12 and 19 pcm
• Some credit unions are offering cheaper
  alternatives
• Some landlords are working with credit unions
  and meeting the costs of these accounts to
  protect their rent payments.

Basic Account
rent
bills
savings
spending
Direct debits to utilities
Standing order to landlord
ATM/debit card
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Direct Payment Demonstration Projects

• Six local authorities and housing associations
  nationwide with a total of around 12,000 working
  age claimants (representative cross section)
• Projects started in June 2012 and will now run
  until December 2013 (6 month extension)
• Applying a mix of approaches with a mix of
  tenants to provide valuable learning about what
  interventions best help tenants who go into
  arrears e.g. different trigger levels, support
  strategies and a range of payment methods.

Edinburgh
Wakefield
Shropshire
Oxford
Torfaen
Southwark
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What have we learnt to date on DPDPfrom the data

• Projects are being externally evaluated by Centre
  for Regional, Economic and Social Research
  (CRESR), from Sheffield Hallam University
• Latest findings from the project have shown that
  from 6,168 tenants placed onto direct payment
• Rent collection rates stood at 94 overall
  (current sector rate 9596)
• Across the areas rent collection rates varied
  from 91 to 97
• 1,258 tenants have been switched back to payments
  to their landlords as a result of reaching the
  arrears trigger point or due to early
  intervention
• This compares to findings over first 4 months
  showing rent collection rates at 92 overall with
  6,220 tenants on direct payment
• (http//www.dwp.gov.uk/docs/direct-payment-demo-fi
  gures-may-2013.pdf )
• Key finding A large number of switchbacks have
  been due to partial payment of rent or persistent
  underpayment rather then full non-payment of rent

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How has Project learning influenced UC design?

• DPDP has already been instrumental in changing
  our thinking regarding the
• possible level of alternative payment
  arrangements required
• design of the arrears trigger
• the need for funded budgeting support and
• most effective ways of delivering this
• We will continue to capture learning to inform
  this area of the UC design during the extension
  period
• We are also putting together landlord best
  practice. This will include identifying the
  issues landlords should consider in preparing
  themselves for the introduction for UC
• Have established a link to Local Support Services
  Framework and will continue to develop this to
  best inform future design
• Direct Payments has also identified a number of
  wider issues for UC such as data sharing,
  communications

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Aims and Objectives of project extension

• To test and quantify the impact of the wider
  Welfare Reform on arrears, Budgeting Support and
  cultural behaviours
• To test the optimal time and effectiveness of
  early interventions in the prevention of arrears
  build up and switchback activity
• Develop best practice guidance for Landlords
  relating to the organisational and process
  changes in readiness for UC
• To test and improve the managed payment
  alternative payment process including analysis
  of volumes and cost
• Test various types of Budgeting Support and
  Financial Products to understand which best
  help claimants manage their money and pay their
  rent
• Utilise the Project Teams position as Direct
  Payment subject matter experts to share/ raise
  design and process learning with key stakeholders

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Background and context for the LSS

• Follows Ministerial request to ensure that
  claimants with complex needs will not be
  prevented from accessing and using welfare
  services (as per the legislation).
• Based on extensive research into claimant needs
  and services required to meet those needs,
  including day visits to over 120 LAs and
  extensive engagement with the Housing and
  Voluntary sectors.
• Written by a task force which includes LA
  Association reps from England, Scotland and
  Wales, and co-signed by Sir Merrick Cockell
• Published on the 11th February on DWPs website
  Google UC local support services framework

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Who do we think may require LSS services?

• Claimants with mental health issues
• Claimants with learning difficulties
• People with literacy/numeracy difficulties
• People with addiction problems (drugs/alcohol/gamb
  ling)
• Homeless people
• People with English language limitations
• Prison leavers
• Entitled 16/17 year olds
• Non EEA citizens including refugees
• People with physical and/or sensory disabilities
• Domestic Violence victims
• People with Financial Inclusion or severe debt
  issues
• Care leavers
• Multi Agency Public Protections Agreement (MAPPA)
  restricted claimants
• Geographically isolated people
• Those under the supervision of the Troubled
  Families Initiative

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What services will be provided Existing

• Intermediary support
• Home visits
• Evidence verification (by LAs and RSLs as well as
  DWP)
• Processing exceptions to normal payment rules
  (e.g. LHA payments to landlords)
• Support around housing choices (and homelessness
  prevention)
• Urgent support for resolving an issue with a
  claim (e.g. DWP AJCS service)

25
What services will be provided New

• Triage and Orientation
• Online Access
• Financial Inclusion and Budgeting/debt advice

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How services will be providedThe Delivery
Partnerships Approach

• Under the Delivery Partnerships Approach existing
  local planning forums, usually LA led, will be
  developed into Local Delivery Groups for UC local
  claimant support services.
• These must include DWP and Local Authority
  representatives but should also include other
  service providers. They should have the
  flexibility to plan support services and engage
  different suppliers according to local
  circumstances.

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Local Delivery Groups
DWP Partner
DWP Partner
LA Partner
LA Partner
Local Authority
DWP District/Partnership Managers
Social Landlords
Adult Education
Welfare Rights
Homelessness orgs
DWP Partner
DWP Partner
LA Partner
LA Partner
Disability charities
Community Reps
Digital Charities
Ex-offender Services
Adult Social Care
LA Services (e.g. libraries)
The real purpose of the Partnerships approach is
joined up single claimant journey for claimants
with complex needs, from benefits dependency to
independence and, where appropriate, work
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Progressing the LSS Work Governance
LSS Taskforce (includes LA Reps.)
LSS LA Reference Group
LSS Operations Reference Group
LSS Housing VCS Reference Group
LSS Finance sub-group (includes LAA and
Individual LA reps)
LSS Implementation sub-group (includes LAA reps)
LA Fin Comm Working Group
Contingency Delivery Options Working Group
Volumetrics Working Group
29
Implementing the LSS DWP District Managers and
LAs have been asked to

1. Identify appropriate planning forums already in
   place within their respective local area, review
   membership and ensure both DWP and LA
   representation.
2. Ensure that these forums can fulfil the
   requirements of UC delivery groups, by making
   sure that they have the capability and requisite
   skills to plan and arrange delivery of local
   support services for UC claimants. They should
   address any gaps
3. Think about who will deliver which specific
   support services to claimants with a view to
   preparing a delivery partnership agreement (once
   more is known about funding).

30
UC Rollout and LSS

• On the 10th July Lord Freud announced rollout to
  a further six sites
• Hammersmith, Rugby, Inverness, Harrogate, Bath
  and Shotton
• Some possibilities for the LSS from October
  include
• Test some of the detailed instruments that will
  be required to finance the LSS and contract
  suppliers under the Partnerships Approach.
• Test key LSS principles and deliverables, like
  new MI that may be required.
• To continue to work with the Pilot LAs and other
  LAs who have chosen to implement the LSS approach
  ahead of wider rollout.
• We are also continuing to pursue the
  implementation steps mentioned earlier
• Promoting closer working between DWP and LAs
  across GB
• Local mapping and gap analysis of services
  available to support UC claimants.

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What is Social Justice?

• Social justice is about giving individuals and
  families facing multiple disadvantages the
  support and tools they need to turn their lives
  around

32
Social Justice Strategy Principles

• A new set of principles that inform our approach
• 1. A focus on prevention and early intervention
• 2. Where problems do arise, a focus on recovery
  as the primary aim
• 3. Promoting work as the most sustainable route
  out of poverty
• 4. Encouraging innovation in the commissioning,
  funding and delivery of services
• 5. Recognising the role of local Government, the
  voluntary and community sector and grassroots
  delivery in offering the most targeted support
• 6. Empowering people and communities to take a
  greater responsibility for the services they use
• 7. Ensuring that interventions provide a fair
  deal for the taxpayer

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Challenges

• Social Investment - unlocking private and
  philanthropic capital to help deliver better
  outcomes
• Localism - tailoring local solutions to local
  needs
• Early Intervention - shifting the debate from
  treating symptoms to tackling root causes
• Supporting the VCS - enabling all organisations
  both for-profit and not-for-profit to play a
  role, irrespective of size

34
Financial Exclusion Social Justice

• Financial exclusion impacts social justice
  people cannot access mainstream financial
  products e.g. bank accounts, credit, loans,
  online discounts
• Poverty Premium higher cost for goods and
  services e.g. utility bills
• Barrier to work
• Distractions from health-related anxiety and
  harassment from creditors
• Cannot afford travel for interviews/training
• Poor credit record can effect some job
  opportunities e.g. retail, finance
• Disincentive to work due to impact on debt
  repayment plans
• Social and financial costs for communities
  driver of poverty, ill health, increases crime

35
Over- indebtedness What we know

• Those on low incomes are at greatest risk of
  problem debt 1
• Over-indebtedness in low income households is
  most often a result of inadequate (e.g. due to
  insecure/low paid jobs, lack of savings) rather
  than excessive consumption 2
• Those whose incomes are persistently low or
  fluctuating whether in or out of work are
  likely to fall further into debt in order to meet
  day-to-day expenses
• by using sources of credit with higher charges
• through lack access to mainstream credit
• Triggers of over-indebtedness life shocks, large
  unexpected expenditure shocks, onset of ill
  health2. Over-indebtedness can sometimes be
  associated with dynamics of family functioning
  financial issues can be one of the sources of
  strain for couple relationships3.
• There is a strong link between over-indebtedness
  and mental ill-health2
• Sustained work is likely to be key to avoiding
  problems with indebtedness
• But there is also evidence that over-indebtedness
  can be a barrier to work4
• Evidence that problem debt can be as a result of
  relatively small debts spiralling

• Source
• JRF (2012). Poverty the role of institutions,
  behaviours and culture.
• JRF (2010). Credit and debt in low-income
  families.
• E.g. DfE (2010).Relationships Matter
  Understanding the Needs of Adults (Particularly
  Parents) Regarding Relationship Support. RR 233.
• Manchester City Council (2010). A study of
  financial inclusion and worklessness in
  Manchester how to improve support for people
  with money problems to obtain and sustain
  employment.

36
The poverty premium
100 minutes 100 texts 10 pay monthly 28 pay
as you go
Average electricity per month (based on 3300kWh
p/a) 64 monthly direct debit 104 top-up card
Hotpoint washing machine 309 online 536 A high
street store offering weekly payments (3.44
p/w)
The poverty premium means that people who dont
have a bank account or access to reasonably
priced credit end up paying more for goods and
services.
37
Financial Inclusion - tackling Over-indebtedness

• DWP is working in partnership with the Money
  Advice Service to provide people with appropriate
  budgeting and debt advice at key points in their
  lives when they may experience financial shocks.

Shocks
Redundancy
Becoming a carer
Relationship breakdown
Bereavement
Becoming disabled
Having a baby
Retirement
Moving house
Falling ill
People who contact DWP to claim a benefit as a
result of these life events will be given
information about where to go to access help with
money to adjust to their new circumstances and
avoid or deal with debt.
38
Immediate priorities

• Segmentation we are working with Social Justice
  analysts to better understand how debt affects
  those facing multiple disadvantage.
• Agreed cross-Government debt narrative the
  cross-Government group on debt and financial
  inclusion is working on a debt narrative.
• Media campaign we are currently working with the
  Money Advice Service to ensure that any
  cross-Government media work we undertake aligns
  with their communications plans.
• Joined-up messaging at local level this involves
  looking at how local Government services (for
  example GPs) can signpost people to debt and
  money management advice.
• Work to tackle the poverty premium Social
  Justice analysts are developing a research
  proposal on understanding the poverty premium.
• Undertaking work in the Social Justice team and
  Child Poverty Unit to raise awareness of the role
  debt plays in driving disadvantage and
  dis-incentivising work.

39
Debt narrative

• These principles underpin an approach to
  indebtedness which is structured around three
  pillars
• Raising awareness
• Debt prevention
• Signposting to support
• The Government encourages households to be
  responsible for their financial decisions. It
  believes that in order to make these decisions
  consumers must have a choice of products and be
  afforded appropriate protections. People should
  also have access to support to help them make
  budgeting and money management decisions.
• Government believes savings can help households
  to build financial resilience and weather income
  shocks. However it also believes that people
  should be free to borrow and have the tools to
  make an informed decision about which credit
  products are right for them.
• When people find themselves in difficulty for
  example being unable to service their debts
  Government provides help, advice and support.

40
Indebtedness control v level of debt (1)
Extent of Debt Degree of Control High Low
Low Key target group May realise they have a problem or not May be ignoring, hoping for best, living day to day May be improving, static or getting worse Secondary Target Group May be at early stages of having a problem May be recently affected by life event Coping with initial shock but without control they may be prone to moving into a problem category
High Secondary target group Have realise they have a problem and are doing something about it Situation may be improving or static They will have low resilience for future income shocks Lower priority May still need support to stabilise and build up a degree of financial resilience Could be role models for others show what is possible Case Studies what was their journey
41
Indebtedness control v level of debt
(2)Universal Credit implications
Extent of Debt Degree of Control High Low
Low Likely to require an APA (Managed Payment to Landlord at outset Likely also to need the Frequency APA as well Will definitely need support initially focussed on motivation, attitude and behaviour Focus on increasing control and ownership of situation Coping with initial shock but without control they may be prone to moving into a problem category The standard monthly payment will present additional temptation Support will be required attitudinal as well as capability May also benefit from a budgeting account
High Less likely to require an APA (Managed Payment to Landlord at outset Less likely also to need the Frequency APA as well Support needs will be in relation to capability, tools and products, hints and tips Should be able to manage the standard monthly payment May need some limited support to help with transition
42
Legal High Cost Credit

• Bristol University report for BIS
• Cross Government action in train
• OFT already progressing compliance issues
• Useful recent debate in Lords
• BIS-led summit with Payday lenders 1st July
• Archbishop of Canterburys mission
• Reference of payday lending industry to the
  Competition Commission

43
Alternatives to high cost credit - Credit Unions

• Before 2006 Limited involvement between DWP and
  CUs
• After 2006- Significant involvement and
  significant progress
• 113m of funding between 2006 and 2012
• DWP contracted with over 150 CUs to deliver
  financial services including affordable credit
• 610k loans made worth over 275m, saved 245m in
  interest
• 40 borrowers also began to save
• 2012- Feasibility Study identified challenges and
  opportunities for the CU sector

44
DWP Credit Union Expansion Project

• Following a tender exercise, a contract has been
  awarded to the Association of British Credit
  Unions Ltd (ABCUL) to deliver the expansion
  project.
• The Feasibility Study also showed that at present
  even the best credit unions struggle to meet the
  operating costs of making small loans to people
  on lower incomes.
• It suggests that an increase in the interest rate
  that credit unions charge from 2 per to 3 per
  cent would make a positive contribution towards
  credit unions achieving self sufficiency and
  reach a wider range of customers.
• HMT consultation on the increase ran until March
  2013. The Government are currently considering
  the responses.

45
DWP Credit Union Expansion Project - Objectives

• Enable credit unions joining the Project to
  reduce costs and become financially sustainable
  by 2015
• Eliminate the need for further Government funding
  of credit unions after March 2015
• Increase access to financial services to 500,000
  more people on lower incomes by March 2015
• Increase access to financial services to 1
  million more people on low incomes by March 2019
• Save low income consumers 1 billion in loan
  interest payments by March 2019

46
Conclusions

• Welfare Reform and greater financial inclusion
  bring risks as well as benefits
• We cannot empower people without taking risks
• We need to manage the risks well at macro
  (organisational) and a micro (claimants) levels
  and move at a pace that can be accommodated and
  sustained and we are endeavouring to do that
• For this to succeed we need to work in
  partnership with a wide and diverse range of
  organisations
• We are drawing together our work on UC and
  Indebtedness to maximise the synergy that exists
  
• We have done a lot of engagement already but this
  is only the start of what will be a very
  challenging journey