Listen in as Mandy Young, Chief Executive of the State Insurance Regulatory Authority, discusses the critical success factors in approaching organisational transformation being people, systems, and processes, and shares her direct experience working on the transformation of the Victim’s Compensation and Support Scheme at the Department of Communities and Justice. Mandy provides her perspectives on how critical it is to involve the voices of the people that the change will impact the most from the outset and the importance of communicating. She also talks about setting short, medium, and long-term goals and how to keep building trust more and more throughout the process.