Financial Inclusion In A Digital Age - Home UK Finance
Financial Inclusionin a Digital AgeDecember 2018In Association with
2 Financial Inclusion in a Digital AgeAcknowledgements and contactsThis report was prepared by UK Finance with support from Capco.UK FinanceUK Finance is the collective voice for the banking and finance industry. Representing more than 250 firmsacross the industry, we act to enhance competitiveness, support customers and facilitate innovation.Our objective is to work with our members to build a more customer-focused and innovative financeand banking sector, cementing the UK’s role as a global leader in financial services for the benefit of thewider economy. The interests of our members’ customers are at the heart of this work.CapcoAs a consulting partner in the financial services industry, Capco has long championed disruptive andinnovative solutions which place customer experience at the centre of how a financial service providerinteracts with its customers. As an organisation we believe that diversity and inclusion should be a keypillar of financial services.In co-authoring this paper those involved share not just the Capco ethos, but also bring a genuine passionfor inclusion. This has been gained through their personal, family and voluntary experiences. CharlesSincock, Howard Taylor and Jonathan Lappage have been the primary authors from Capco. All have directand first-hand insight, from experiences of physical disability and mental health, to charitable volunteeringand trusteeships supporting beneficiaries who are likely to be on the margins of society. This brings notjust an understanding of the importance of inclusive design and financial inclusion, but an empathy for thechallenges that providers and their customers are striving to overcome.
Financial Inclusion in a Digital Age 3Table of ContentsForeword 4Executive Summary 6Introduction 7Chapter 1. Digital and Financial Inclusion 9Chapter 2. Driving Inclusion Through Digital 111. How the Financial Services Landscape has Changed 112. How Digital Technology is Helping Now 133. Upskilling for a Digital Age 164. What Does the Future Hold? 21Conclusion 23Annex. Enhancing Customer Journeys 25
4 Financial Inclusion in a Digital AgeForeword from UK FinanceEric LeendersManaging DirectorPersonal FinanceUK FinanceFinancial inclusion across all parts of oursociety is a key driver for UK Finance, one thatbecomes ever more pertinent as we enter amore digitalised age. While the move towardsdigitisation of financial services offers manybenefits – increased access to services at alltimes of the day or night, lower costs andimproved accuracy and efficiency, enhancingcustomer outcomes – it is vital to ensure thatno one is left behind; that digital is harnessed inorder to improve access to banking and otherfinancial services.As this report makes clear, there are challengesahead but there are also significant opportunitiesfor the industry to leverage inclusive designprinciples, to achieve better access, inclusion andsupport for existing and potential customers,including vulnerable customers.We have been pleased to work closely withCapco, whose genuine passion for inclusion weshare, in producing this report. We hope it willhelp to shape the debate around how we, as anindustry, can work towards a virtuous cycle ofinnovation and development, with consumers atthe centre of our focus.
Financial Inclusion in a Digital Age 5Foreword from CapcoCharles SincockManaging PrincipalCapcoHoward TaylorPrincipal ConsultantCapcoThe challenge of financial inclusion remains akey discussion point as we enter an increasinglydigitalised age. The advances in technology arefundamentally changing how the global economyoperates and the roles of individuals within it.As such, the way consumers interact with bankingand payment services is evolving and a movementtowards an increasingly digital approach is beingdriven by customer demand.The transformation to digital offers an opportunityto increase financial inclusion. This comes withthe caveat that to prevent certain groups frombeing excluded, a joined-up approach to financialinclusion is needed. In providing their services,firms need to reach beyond the digital points ofcontact with a customer and look at the end toend operating components and how they interactwith the customer to drive inclusion.We believe inclusive design provides a large part ofthe answer to reducing financial exclusion. This is theconcept of designing products and services whichare inclusive for as many customers as possible andto avoid unintentionally excluding anyone.Major strides have been made in recent yearsas a result of inclusive design policies: on theservice side these include the introduction ofsign videos on bank websites, high-visibility debitcards, biometric and other forms of identification,talking ATMs and video banking. On the policyside, banks have allowed vulnerable customers tobe accompanied by carers, removed time limits onphone calls for customer advisers with extendedsession timeouts, and set up specialist teamsto support vulnerable customers. The potentialfinancial benefits for inclusive design initiativesare significant.In writing this paper the authors have sought toaddress some of the strategic questions aroundfinancial inclusion and consider the possibility tofacilitate a fairer and more inclusive market placefor the consumer in the digital age.
6 Financial Inclusion in a Digital AgeExecutive SummaryThis report explores the opportunities presentedby digital as an inclusive design proposition totransforming customer journeys and deliveringbetter outcomes.The advent and continuous evolution of digital asa communication and engagement model – acrossthe private and public sectors – has transformedconsumer engagement with technology, butalso consumer engagement with financial serviceproviders. At the same time, there is wide recognitionthat no one should be left behind as a result of thisdigital shift.This could mean that non-digital channels shouldcontinue to exist and be progressed; it could meanthat greater effort should be focused towardshelping people develop the necessary skills todigitally engage; it could mean thinking about thecustomer journey in new or more holistic ways.Positive steps are being and should continue to betaken by the financial services sector: Many promising existing digital solutions will berolled out further, for example, video servicing,pre-paid cards, financial management apps. There is strong potential in new digital solutionssuch as Open Banking, which can be usedto improve product innovation, encouragebudgeting and cut costs. ‘Omni-channel’ experiences improve convenienceand can help to serve the needs of those unableto use digital channels, for example due todisabilities or literacy levels. Co-design with customers can be the key toaddressing vulnerability and inclusion issues.There are also several ongoing policy issues: Joined-up and cross-disciplinary approaches Continued upskilling Encouraging customer disclosure An inclusive regulatory frameworkInclusive design means having a curious approach,proactively considering the needs of different users– particularly vulnerable customers (e.g. those withhearing, sight, language, health or other constrainingfactors) – through the use of detailed customerjourney planning and user testing products/serviceswith all customer segments and relevant third-partyorganisations.There is no simple answer, but cross-industrycollaboration and potentially governmentintervention is central to delivering on the digitalopportunity. Initiatives such as the FinancialServices Vulnerability Taskforce, which bringstogether financial services firms, charities andcustomer groups, continue to play a key role inpromoting cross-industry collaboration.
Financial Inclusion in a Digital Age 7IntroductionThis report explores the opportunities presented bydigital as an inclusive proposition, with a vision of aworld in which the boundaries between digital andnon-digital and between inclusion and exclusionblend and dissolve. Good practices and potentialfuture enhancements are set out. As our researchshows, it is often as much about access to thetechnology as it is about the shift to a digital age.As the world changes and adapts to new technologyand social trends, so does the way we bank.The pace and growth of internet banking and theuse of digital channels more widely representsa major shift in how we bank. This will have aparticularly significant impact on certain segmentsof the population who may be reliant on faceto face interactions, have low levels of internetaccess/use, low digital skills or simply do not wishto engage in this way.The continuous evolution of digital technology asa communication and engagement model – acrossthe private and public sectors – has transformedconsumer/customer engagement with technology.This has consequently changed customerengagement with financial service providers.The latest statistics show that the transformationof banking services is a continuum from acustomer-led revolution; a result of changingconsumer preference and behaviours.For example, UK Finance estimates that in 2017: 38 million adults used online banking1 There were 5.5 billion log-ins to banking apps2 An estimated 5.5 million webchats took placewith customers of major banks3At the same time, there is widespread recognitionthat no one should be left behind because of asociety-wide digital shift. The percentage of thepopulation not using the internet is c.13 per cent.1Unpacking this shows: There were 14.9 million people aged 60 4 Many of the older population (32 per cent ofthose aged 65 ) are not using the internet Those on low-incomes (17 per cent of peopleearning less than 20,000) never use the internet,as opposed to two per cent of people on higherincomes (earning more than 40,000) Those people with a registered disability are lesslikely to use the internet (33 per cent of thesepeople have never used the internet)5 There are 10 million people in the UK with alimiting long-term illness or disability6 4.5 million people have never used the internetKey questions remain: What does the concept of “digital exclusion”really mean for financial service providers andtheir customers? How should the required multi-agency andmulti-disciplinary response be coordinated? What should providers be doing to help meetthis challenge?In recent years government, financial services andother sector organisations have devoted significanttime to try to address what financial inclusionshould look like as we move into an increasinglydigital world.This report looks at some of the known challengesthat those in vulnerable circumstances or at themargins of inclusion face and considers whatseizing the opportunities using digital technologiescould mean in terms of transforming customerjourneys and delivering better outcomes. We alsolook at what this requires from an infrastructure,capability and advocacy perspective. There is nosimple answer or one size fits all. BN-FINAL-Digital.pdf2 BN-FINAL-Digital.pdf3 BN-FINAL-Digital.pdf4 ional-paper-17.pdf5 lder-adults-are-lesslikely-to-use-the-internet6 andinternetindustry/bulletins/internetusers/2018
8 Financial Inclusion in a Digital AgeBreaking trendsinclude: D igital by Design: The move to digital in both private and public services is already having a significantimpact on all customer segments. R oll out of Universal Credit: The new benefit, to be accessed online by the 2.5m claimants, combinessix different benefits (Job Seekers Allowance, Employment and Support Allowance, Housing Benefit,Working Tax Credit, Child Tax Credit, and Income Support) into a single lump sum. Claimants need abank account to receive it and payments are a month in arrears (with housing benefit no longer goingdirect to the landlord), thereby placing greater personal responsibility on the claimant. A geing population: The proportion of those aged 65 increased by 3.7 per cent between 1975 and2015 (from 14.1 per cent to 17.8 per cent),and is projected to increase to nearly 25 per cent of thepopulation by 2045 (to reach 16m with 4.3m aged 85 ). This will also likely mean a higher proportionof customers with health issues (including cognitive issues) and with greater need for face-to-facecommunication, which banks will need to factor in.7 M illennials and the younger population: Among a growing number of consumers who expectservices to be available 24 hours-a-day, 365 days a year, 85 per cent of the 18-to-24-year old agegroup would trust a third-party provider to aggregate their data.8 At the same time the smartphoneis near ubiquitous, with an estimated 85 per cent of adults owning or having access to one.To ensure that no person is left behind, there isa clear need to coordinate approaches betweenindustry, national and local government digitalskills programmes, and to seamlessly consolidatemulti-channel customer journeys.This could mean that non-digital channels shouldcontinue or that greater effort should be focusedtowards helping people develop the necessaryskills to engage with digital technologies. It alsomeans thinking about the customer journey in newor different ways.Good practice we have seen includes the use ofdetailed customer journey planning, user testingproducts/services with all customer segmentsand relevant third-party organisations, such as theRoyal National Institute for Blind People (RNIB),Alzheimer’s Society and Age UK, as well as having arobust customer feedback approach (e.g. mysteryshopping, digital/face-to-face/telephone surveysand call monitoring). With the growth in digitalproducts/services and the use of online surveys,capturing the needs of digitally-excluded segmentshas proven a particular challenge.Payment Service Providers (PSPs) have a uniqueopportunity to showcase their ability to integrateinclusive design approaches as they enhancetheir Open Banking offering to address customerfeedback and ensure it remains accessible andrelevant to all customer segments. If inclusivedesign can be successfully applied to OpenBanking and proven to have both financial, as wellas societal and reputational, benefits then theopportunities to reshape financial inclusion ina digital era could be ground-breaking.This paper deliberately does not try to set outthe background to the financial inclusion debate;however, to explain the interaction between digitaland financial inclusion we wanted to ensure thereader understood the definitions used. Alongsidethis it is important to understand that, as partof inclusive design, digital has to interact with anumber of other factors to successfully close thegap for those at risk of financial exclusion. Thissection will define digital and lay out what it meansto be financially included in this new age. It will alsocover the benefits this brings to customers, financialservices providers and society as a whole.‘Digital’ in this report has been used in an allencompassing sense, to refer to online, mobile,assistive technology, social media or otherinteractive means such as video, platforms, APIs,wearables and apps. This is because digital canmean many different things and a universallyaccepted definition has not been settled on.7 of-the-uk8 https://www.accenture.com/t00010101T000000Z w /gb-en/ Reactions.pdf
Financial Inclusion in a Digital Age 9Chapter 1. Digital andFinancial InclusionFinancial inclusion sets the lofty goal that “ everyadult in the United Kingdom is connected to thefinancial ‘mains’, just as he or she is connected tomains electricity or mains water”9.The key benefits that this will achieve include: For customers a bank account is often requiredfor employment, while mainstream credit issignificantly more affordable. Banked customerstypically avoid the “poverty premium” throughpreferential interest rates or by using direct debitsto pay bills (e.g. utility bill savings of c. 250 peryear compared to using payment meters)10. For financial service providers, there are moraland reputational factors and the potential forrevenue generation by servicing a significantmarket segment, alongside statutory andregulatory requirements. There are benefits for wider society and theeconomy through improved financial stabilityand a more cohesive social fabric. Engagementin financial markets is fundamental to effectivecompetition and economic growth, as well asacting as a conduit for many other essentialservices. Conversely, financial exclusion canresult in marginalisation in other essentialservices, leading to detrimental societal effects.Significant progress has been made over the lasttwo decades to increase financial inclusion in theUK. For example, introducing basic bank accountsin 2004, and the introduction of “full” credit datasharing to democratise lending. There have alsobeen more targeted successes, such as successfullyrolling out the Biometric Residence Permit schemefor Syrian refugees in 2015. At a political level, theappointment of a minister responsible for deliveringfinancial inclusion in the UK and the establishmentof the Joint Financial Inclusion Forum have signalledsustained governmental interest in this area.9A variety of products, services and practicesaddress known financial inclusion issues pertainingto product availability or affordability, leveragingthe advances of technology to better serve thosewho may not be as digitally savvy, not ready to usethese channels for the daily management of theirfinances, or unwilling or unable to do so.At the same time, banking (and the way customersresearch, select, buy and use financial products)has transformed over the last two decades. Therehas been a significant shift away from traditionalbranch banking to increasing use of digital channels– principally online.A “digital revolution” is having a profound effecton retail banking – as well as providing a widerange of potential economic and social benefitsfor customers and banks/organisations.Digital banking provides many benefits, including: Access to banking Potential savings through banking online (bankingonline can save people 744 a year11 ) Easier management of finances – those whouse online or mobile banking check theirbalances three times more often than thosewithout digital banking, leading to lower levelsof stress (Lloyds’ research found 86 per centlower levels of stress for those managing theirfinances online)Digital enables a wider pool of customers to bereached – for example, social media marketingto target customers looking for non-mainstreamcredit, or the use of data analytics and alternativedata sources to enhance the sophistication oflending criteria. It also allows operating costs to bereduced – digital transactions are almost 20 timeslower in cost than telephone and 50 times lowerthan face-to-face. www.financialinclusioncommission.org.uk/pdfs/fic report 2015.pdf10 1L loyds Bank UK Consumer Digital Index: -bank-consumer-digital-index2017-interactive.pdf
10 Financial Inclusion in a Digital AgeQuestions have been raised around the risk thatdigital might contribute to exclusion (the socalled ‘digital exclusion’ effect), but little has beenwritten on the ongoing considerations around thepotential of digital as a tool for greater inclusion.However, like everything in life, one facet cannotbe seen or responded to in isolation. Digital canexclude customers, but it can also enable them.The co-authors of this paper, through personalexperience, genuinely believe digital can be aforce for good and include people who wouldotherwise be excluded. Toynbee Hall research(CDI 2017 and 2018), highlights that there are manyfinancially excluded people who otherwise usedigital to manage their money. Society needs ajoined-up response which looks at how digital canbe used in a positive way. At the same time an“omni-channel” approach (the seamless transitionfrom one channel to another without disruptionto the customer journey) is needed to preventpeople from being excluded. Video banking as rolled out by some banksand building societies offers the potential forcustomers to be given personalised customerservice, whilst minimising branch costs in a digitalbanking age.Digital can play a pivotal role as an enabler offinancial inclusion by making products and servicesmore accessible (including on a 24/7 basis or forthose with a disability). Likewise, digital can lowerthe costs of doing business for banks. Thesesavings can be passed onto the customer. Customers with protected characteristics, as setout in the Equality Act The roll out of Open Banking, new financialmanagement apps and the increased scopeof data available to be analysed, amongstother digital solutions, are all likely to promotesound budgeting, improve risk assessments andpotentially widen access to credit. And there are other digital solutions which,whilst in their infancy, offer great promise –for example, the use of WhatsApp to reachyounger customers seeking debt advice orthe “gamification” (the application of typicalelements of game playing e.g. point scoring,competition with others, rules of play, to otherareas of activity, typically as an online marketingtechnique to encourage engagement with aproduct or service) of financial training.Key demographics of interest (those highlightedby the FCA and other organisations as ‘living in themargins’ of financial or digital inclusion) were: Customers in demographics such as the elderly Customers in vulnerable circumstances morewidely, including those in care, suffering frompoor mental health, with reduced capabilities,the financially abused, the digitally under-served Customers who are agnostic or simply negativetowards digitalIn our conversation with firms we sought tounderstand their vision of truly inclusive joinedup banking, as we move into a digital world. Weasked for their key thoughts on customer journeysand experience, their approach to channelsof service and access and their views on thenecessary capabilities and skills people will need tomeaningfully interact system in a digital world.
Financial Inclusion in a Digital Age 11Chapter 2. Driving FinancialInclusion Through DigitalHow theFinancial ServicesLandscape hasChangedThe rise of digital is one of the factors that havechanged how customers interact with banking andpayment services and an inclusive approach toproviding financial services means navigating thesechanges. The key developments in the sector aresummarised in the table below.ChangeDescription of changeInternet banking In 2017, 71 per cent of UK adults used internet banking, with 1.6 billion online/mobile paymentsmade (forecast to rise to 2.4 billion by 2027). Interestingly, 30 per cent of customers aged 70 areregistered to use internet banking.12 Increasingly, customers are required as part of terms and conditions of a financial product tomanage their account online (in return for preferential rates). Customers are able to use a growing number of apps and online tools to manage their finances for example, by providing aggregate information from their different accounts. In 2017 customerslogged into apps over 5.5 billion times, a 13 per cent increase since 2016.13 There has also been an associated fall in the use of cheques and cash. From a peak of four billioncheques written in 1990, use fell to 401 million cheques in 2017. Cash comprised 61 per cent of allpayments in 2007, but that has declined to 34 per cent in 2017. Debit card use has now overtakencash as the most common payment method in the UK.New ways to pay Contactless payments: Around 5.6 billion payments were made using contactless debit cards in2017 (an increase of 97 per cent since 2016) and forecast to grow to 12.5 billion by 2027. Digital wallet technology which allows payments to be made by mobile phones, digital watchesand tablets is also growing. The best-known example is Apple Pay; in 2016 Google launched itsequivalent service in the UK, Android Pay – uptake of which is expanding across banks.14 Faster Payments: The number of remote banking payments processed via the Faster PaymentsService (or cleared in-house by banks) during 2017 increased to 1.6 billion. By 2027 remote bankingpayments processed via the Faster Payments Service or cleared in-house are forecast to rise to2.4 billion payments.15Paper statements There has been a move from paper to electronic statements, both from customers and firms,with paper statementing still representing the majority.12 mmary-UK-Payment-Markets-2018.pdf13 18/05/WWBN-FINAL-Digital.pdf14 mmary-UK-Payment-Markets-2018.pdf15 mmary-UK-Payment-Markets-2018.pdf
12 Financial Inclusion in a Digital AgeChangeDescription of changeCustomer service andproduct information Customer service support is now available by telephone, video-conferencing (e.g. Skype) orwebchat (in addition to in branch). Product information and customer guidance (including price comparison information) is nowlargely online.Cheque imaging Despite the decline in the use of cheques, the industry has invested over one billion into the new‘Cheque Imaging System;’ to allow for easier deposits and quicker settling. This will ensure chequesare available and useable for those who wish to pay in this manner.Fewer branchtransactions The seismic shift in transactions to hand-held devices has inevitably led to fewer transactions in highstreet branches of banks and building societies. As the use of branches has fallen the total size of the UK network has become smaller. While somehigh street branches are closing, hundreds across the country are being refurbished – underlining howbanks believe their high street locations will continue to play an important role in 21st century banking. A number of banks have equipped staff to focus on helping customers make the most of digitalbanking. This can involve explaining how to download and use an app or make the most of onlinebanking. Increasingly these staff are offering wider help on aspects of using digital services – such ashelping customers make the most of shortcuts or check their anti-virus software is up-to-date.Open Banking Open Banking, which went live in January 2018 is currently in the process of being rolled out byPSPs. When fully operational, the infrastructure will allow customers who choose to share selectedtransaction data with authorised third-party providers (banks, building societies and other financialproviders e.g. price comparison websites) with the ability to do so. Open Banking aims to promotegreater transparency regarding products/services and shopping around for credit. The increased industry transparency provided by account information services and the analysis toolsthey will enable should drive both product/service innovation and facilitate informed switchingdecisions. At present only three per cent of customers switch current accounts annually. Customerswill have easier access to key information enabling them to make informed switching decisions. For financial providers, Open Banking will support better lending decisions (especially significantfor customers who have “thin” or “empty” credit files) and marketing of relevant products.The enhanced transparency and personalised recommendations, coupled with CASS, will enablecustomers to find the account that suits them best and then quickly and smoothly switch.Analytics, AI andTechnological TrendsIncreasingly firms are employing a variety of tools to assist in their efforts to increase financialinclusion in a digital world. The following are in use mostly at the experimental level. Big data analytics: Tools and technologies which work in collaboration with customers can help drivebehavioural insights or identify potential signs of vulnerability such as suspicious transactions orworrying spending patterns. Chat bots: The robo-machine learning chat bots recently championed by tech firms and consultanciesincluding Capco, combine natural language processing techniques with AI and provide an experiencethat can be tailored to specific customer segments.16 In addition, chat bots offer the consumer 24-houraccess, thus reducing waiting times and stress for people who may require immediate information. Biometric identification: Some people, such as the elderly or those with cognitive issues, may struggleto remember usernames or passwords and benefit from being able to access financial services throughiris, facial or fingerprint identification. App development: Some apps cater to specific needs by offering services. Communication tools and channels: This includes ‘nudging’ frameworks and tools which remind orprompt consumer to perform and action, text alerts or use of video links which could be appliedin a targeted manner.16 o-drive-financial-inclusion-e2da0893ac1d
Financial Inclusion in a Digital Age 13How DigitalTechnology isHelping NowThe approach taken by firms towards the deliveryof ‘inclusive’ products and services is evolvi
8 Financial Inclusion in a Digital Age Financial Inclusion in a Digital Age 9 Digital by Design: The move to digital in both private and public services is already having a significant impact on all customer segments. Roll out of Universal Credit: The new benefit, to be accessed online by the 2.5m claimants, combines
4 full financial inclusion can only be achieved when the users of financial services "not only have access to a range of financial services but are able to use them regularly as well".7 Financial literacy has been recognized as a key driver for financial inclusion,8 and has been incorporated as an integral part of the financial inclusion policy agenda of many countries.
Digital inclusion is defined in various ways and is often used interchangeably with terms such as digital skills, digital participation, digital competence, digital capability, digital engagement and digital literacy (Gann, 2019a). In their guide to digital inclusion for health and social care, NHS Digital (2019) describe digital
Chapter 3 Financial Inclusion – Conceptual and Analytical Framework 3.1 Concept of financial inclusion 17 3.2 What is financial inclusion and/or financial exclusion? 18 3.3 The role of rural banks in boosting financial inclusion and promoting access to credit facilities in unbanked locations within Ghana 20
Financial Inclusion Forum4, the Financial subject—the ultimate goal of efforts aimed at increasing financial inclusion is not simply a rise in the share of households that rely on services provided by banks. Rather, the aim of expanding financial inclusion is to provide more households with access to safe and affordable financial services.
Financial inclusion denotes delivery of financial services at an affordable cost to the vast sections of the disadvantaged and low-income groups. The various financial services include credit, savings, insurance . extending financial inclusion. Role of RRBs RRBs, post-merger, represent a powerful instrument for financial inclusion. Their
Digital Financial Inclusion PRINCIPLE 5: Establish Responsible Digital Financial Practices to Protect Consumers Establish a comprehensive approach to consumer and data protection that focuses on issues of specific relevance to digital financial services. PRINCIPLE 6: Strengthen Digital and Financial Literacy and Awareness
About the Financial Inclusion Survey The Financial Inclusion Survey (FIS) is a nationally representative survey dedicated to collect financial inclusion data from users and non-users of financial products and services. The 2019 FIS is the third run of the biennial survey which began in 2015.i The survey is part of the commitment of the Bangko Sentral ng Pilipinas (BSP) to build a
Annual Report 2014-2015 “ get it right, and we’ll see work which empowers and connects, work which is unique, authentic and life-affirming, work which at its best is genuinely transfor-mational ” (Nick Capaldi, Chief Exec, Arts Council of Wales, March 2015, Introduction to ‘Person-Centred Creativity’ publication, Valley and Vale Community Arts) One of the key aims and proven .
