Renato Mota, CEO of IOOF, explains how rethinking service delivery, leadership and culture is completely transformational for individuals and the organisation. Renato explains how it has done far more for staff satisfaction than any other approach, and how the new ClientFirst operating model has enabled IOOF to have greater ability to absorb more work as the business grows.

Fiona Chamberlain, CEO of the County Court of Victoria, demonstrates the amazing results that have been achieved through understanding value and putting court users at the centre of the County Court. It has allowed the court to remove massive amounts of failure demand, energise staff, improve service and save money for not only the County Court but the broader legal community.