IT Management

Comprehensive System Care

Trilogy Federal’s Nuvolo Operations & Maintenance (O&M) contract with VHA’s Healthcare Technology Management (HTM) Office provides comprehensive, hands-on management for the Nuvolo Clinical Enterprise Asset Management (EAM) platform, a software system that drives management of all critical medical equipment and facility assets at Veterans Affairs Medical Centers (VAMCs). Team Trilogy provides day-to-day technical support for complex system upgrades, ensuring the software runs smoothly in both testing and live production environments, and provides the “behind-the-scenes” support required to keep the platform stable, secure, and ready for use 24/7.

Continuous Improvement and Customization

Beyond simple troubleshooting, this agreement focuses on enhancing the user experience through active software evolution. The support team handles everything from updating user roles and creating custom dashboards to refining automated workflows and notification systems. By providing dedicated “break/fix” support and routine software patches, the contract ensures that any technical glitches are resolved quickly, while also delivering the necessary training and email support to help VA personnel use the application to reach its full potential.

Futureproofing and Integration

A core priority of this contract is maintaining the seamless connection between Nuvolo and its underlying ServiceNow platform. As both technologies release new updates, the support team manages the planning, testing, and implementation process to prevent service disruptions. This proactive approach ensures that the application maintains and continuously improves its current performance levels, integrating new features and interface updates that support VAMCs operational efficiencies in the long term.

The National Cemetery Administration (NCA) strives to ensure a dignified final resting place for those who are eligible for Veteran’s Affairs (VA) burial and memorial benefits. NCA is committed to providing these services to next of kin with respect and dignity; delivering important information that is easily accessed; arranging for selected burial and memorial benefits promptly; and ensuring that the appearance and accuracy of the benefits are acceptable.

Tribility, Trilogy’s Joint Venture, is under contract to administer a suite of four NCA satisfaction surveys that will be used to assess family members’ experiences at a national, state, tribal, or territorial Veterans cemetery or with a Memorial Product order.

The data from these surveys helps NCA to plan for the future, to improve the quality of services offered, and to assess its compliance with the Agency’s mission to honor eligible Veterans, active-duty Service Members, and eligible family members with final resting places in national shrines and with lasting tributes that commemorate their service and sacrifice to our Nation.

Full initiation of the survey suite occurs between October 3 and continues through mid-April.

Overview

The Claims Modernization Support project aims to improve the Veterans Benefits Administration’s (VBA) planning and execution processes for complex, mission-critical business automation.  This work focuses on strengthening efficiency, consistency, and transparency by supporting practical, sustainable improvements within existing operational environments.

Approach

Trilogy provides structured project execution and coordination support grounded in proven project management and business analysis practices. Support includes project planning, requirements clarification, schedule coordination, stakeholder engagement, and governance support. Trilogy also supports collaboration platforms such as SharePoint to improve document organization, version control, and information sharing across teams. The approach emphasizes disciplined execution, clear communication, and solutions that can be effectively governed and sustained over time.

Results

Through this support, VBA gains improved visibility into project activities, stronger alignment across stakeholders, and more consistent execution of work. These practices help reduce rework, improve follow-through, and support timely delivery of outcomes while contributing to a more organized and transparent operating environment.

Overview
As trusted advisors with expertise in the national TeleCC solution, Trilogy plays a leading role in creating, centralizing, and communicating guidance to field-level Biomedical Engineering personnel, managing the technological and contractual elements of the TeleCC lifecycle, developing technical requirements, and managing projects at each stage of development from site preparation to implementation, maintenance, and technology refreshes. Our team helps VHA HTM ensure the preservation of medical technology inventory data integrity and prepares technical document standards to transform systems.

Approach
Through technical implementation and sustainment guides, strategic technological development, and exceptional project management, our team has provided multi-faceted support for HTM throughout the TeleCC lifecycle.

Results
The technical implementation and sustainment guides that Trilogy developed have streamlined installs and provided the necessary guidance for maintenance management throughout VHA. Our team also increased the effectiveness and efficiency of TeleCC technology deployments by developing a dedicated SharePoint site to support the field vis-à-vis system implementation (in-room and mobile), equipment sustainment (e.g., Philips eCareManager, Audio/Video endpoints, interfaces), schedules (e.g., Go-live, expansion, and equipment refresh), training and education videos, FAQs, and more.

Overview

Trilogy provided expert oversight and business program support to the VHA Digital Health Office (DHO) Office of Connected Care (OCC) for the My HealtheVet (MHV) website, a mission-critical Personal Health Record serving over 4.7 million Veterans and their families. Trilogy led key business activities including requirements development, user research, advanced analytics, and comprehensive training to ensure business processes were closely aligned with agile development efforts. We played a pivotal role in driving the transition of MHV to the unified VA.gov platform, significantly enhancing access, navigation, and user experience. Our work accelerated the adoption of essential features such as prescription refills, appointments, secure messaging, video visits, and FHIR-enabled patient-generated health data while supporting federal EHR modernization and the vision of a single-access gateway for Veteran health care.

Approach

Trilogy drove efficiency and measurable impact by integrating advanced analytics, machine learning, and AI into business operations. Our team managed agile lifecycle activities across 17 product lines, prioritizing enhancements to align with VHA strategic objectives and leading cross-functional collaboration to ensure the seamless transition of MHV to VA.gov. We coordinated business needs into actionable requirements and user stories, enforcing robust compliance and security standards in line with Executive Orders.  Trilogy enhanced Veteran experience through the development of simplified access of streamlined sign-in solutions (Login.gov, ID.me), targeted end user training for MHV users and VA staff, and accessible job aids. Our efforts supported the VA’s mission to connect Veterans to timely, high-quality care, while advancing key initiatives for whole health, suicide prevention, and organizational reliability.

Results

Trilogy’s impact was evident in the support of tangible, measurable outcomes that directly addressed administration priorities for efficiency, customer service, and technology enablement. The team drove a 163% increase in active My HealtheVet registrations year over year, significantly boosting the utilization of core portal features like prescription refills, appointment scheduling, health records access, and secure messaging, thereby improving access to care and advancing value-based care encounters.

Most notably, Trilogy was instrumental in the successful transition of My HealtheVet to VA.gov, enabling Veterans to benefit from a modernized, single-access digital gateway and consolidating multiple essential services into one secure, accessible platform. Process optimization, automation, and analytics initiatives eliminated many manual tasks, delivering substantial time savings and empowering data-driven decision-making across the program.

Through rigorous accountability reporting, strategic planning, and agile delivery, Trilogy enabled continuous improvement, transparency, and alignment of objectives to program goals. These collective efforts supported the transformation of Veteran healthcare, ensuring secure, innovative, and efficient delivery of digital health services in accordance with federal mandates and the evolving needs of America’s Veterans.

Overview
Trilogy has supported the Data Governance Council (DGC) as part of the EDMSS project in two essential task areas: Authoritative Data Source (ADS) Analysis and Data Quality Analysis. These analyses have addressed four key questions: where the data is coming from, what the data means, what the Authoritative Data Source (ADS) is, and how well the data in the ADS can be trusted. Trilogy resources developed the adopted methodology to answer these questions, played a vital role in DCG’s communication workstream, and also provided subject matter expertise in the pilot of the ADS Data Management Implementation Plan.

Approach
Trilogy’s experienced team of data analysts developed methodologies to be applied to DGC-approved subject areas which involved identification of systems and underlying data stores, verification and remediation of any gaps in the metadata of identified systems in the VA Enterprise Architecture Repository (VEAR), scoring for component completeness, data stewardship and monitoring, developing dashboards to communicate ADS Data Quality metrics to all Data Governance and ADS Stakeholders, and developing conceptual, logical, system interface, and physical data models for identified systems.

Results
The methodologies developed by Trilogy, combined with its expertise and data metrics communication support, have made a lasting impact on the ongoing quality of data analysis by DGC and already seen use on several high-priority VA initiatives including FMBT and Vet360.

Overview
Trilogy supported the implementation of SAP, Federal Financial Management Initiative (FMMI), at the U.S. Department of Agriculture (USDA) by providing multiple subject matter experts for the data migration from multiple instances of CGI Federal’s Federal Financial System (FFS) and multiple subsidiary systems. Trilogy’s expertise was essential to the design and development of end-to-end conversion processes, the execution of those processes in numerous testing, QA, and production environments, supporting system and user acceptance testing, and coordinating production cutover activities. Trilogy team members were called on to provide its data migration expertise to drive the critical path data conversion task to completion through each of its four deployments to 28 USDA agencies.

Approach
Trilogy Federal was integral in refining the overall data migration strategy to ensure accuracy and completeness of migrated data. This included identifying innovative alternatives to planned conversions that proved to be roadblocks to successful migration and on-time delivery, designing and developing end-to-end conversion processes extracting and transforming data from CGI Federal’s Federal Financial System (FFS) and other subsidiary systems and loading selected data to FMMI, developing and maintaining the master data crosswalk utility. Trilogy Federal was frequently relied upon to brief USDA leadership on data migration status and issues and played a key role in successful high-volume cutovers.

Results
Trilogy played a lead role in executing this large-scale data conversion initiative in a multiple-deployment/multiple-agency environment and achieved on-time go-lives for each deployment and 100 percent of FFS balances by Fund, Budget Year, and GL Account reconciled to FMMI to the penny for all 28 agencies migrated to FMMI.

Overview

Trilogy partnered with the VHA’s Office of Healthcare Transformation (OHT) and enterprise stakeholders across VA to support high-impact healthcare transformation initiatives informing national-level decision-making. This work enabled senior leaders to evaluate complex policy, operational, and technology tradeoffs across efforts such as caregiver eligibility expansion, legislative implementation, healthcare finance modernization, connected care, workforce planning, and customer experience improvement.

Approach

Trilogy applied a structured, multidisciplinary approach that integrated policy analysis, operational design, change management, and technology implementation. Working through cross-organizational teams, Trilogy evaluated proposed solutions across legal and regulatory, financial, technological, and operational dimensions, translating complex requirements into clear options and implementation-ready recommendations. Digital tools such as analytics, dashboards, and enterprise repositories were leveraged to improve visibility, streamline analysis, and ensure solutions could scale and endure beyond initial delivery.

Results

As a result, VA leadership gained actionable, data-driven insights to support senior executive-level decision-making on enterprise healthcare priorities. Trilogy’s work improved efficiency, transparency, and governance by modernizing manual processes, strengthening institutional knowledge, and deploying sustainable digital solutions that enhance execution across program, ultimately positioning VA to implement complex initiatives more effectively and deliver better outcomes for Veterans and their families.

Overview

Trilogy administered the Veteran’s Health Administration (VHA) Chief Strategy Office (CSO) Survey of Veteran Enrollees’ Health and Use of Health Care (Survey of Enrollees), which collects data annually on enrolled Veterans’ health status, insurance coverage, use of VA and non-VA health services and programs, and other factors that influence use of health care. Survey of Enrollees data is used to inform VHA projections of enrollment, utilization, and expenditures, as well as a variety of high level VHA budget and policy-related analyses.

Approach

Trilogy applied the highest research standards to develop, design, implement, and summarize the multi-modal, representative Survey of Enrollees. This included sample design and allocation; preparing, printing, and mailing survey correspondences to identified samples; staffing, training, and managing the Survey of Enrollee Help Center; data collection and statistical analysis, including weighting adjustments; and developing reports, dashboards, and analyses that provide VHA with statistically valid, policy-ready data.

Results

Amidst declining survey response rates, Trilogy successfully administered the Survey of Enrollees for four years, surpassing the overarching survey goal of collecting 42,000 responses, as well as all market- and strata- specific targets, on schedule every year. Our work provided VHA with meaningful data, representative of the target population, so VHA CSO, VISN strategic planners, and program office directors can better anticipate the health care needs of all enrolled Veterans and provide improved programs and services to those who need them.

Overview
Trilogy has provided business support services to assist VEO’s Customer Information Services (CIS) Division enhance enterprise customer data management capabilities and customer-facing solution management. This includes enterprise data quality practices, business rules, data governance, and data steward practices. Trilogy also provides data architecture support, enterprise contact center and digital experience data management support (mapping/ETL/testing) as well as analytics, reporting, and insights from contact center and digital data sources (CRM, Telephony, KM, Chat, VA.gov, Vsignals).

Approach
Trilogy’s experienced data quality team used Data Governance Council (DGC) guidance to perform data quality analyses across various systems within the VA (VADIR, ADR. CorpDB, VA Profile, VA MPI) and reported on the origins of and solutions to data anomalies. Trilogy has provided ongoing data quality monitoring reports and metrics to provide accurate data, data audit reports, exception queue reports, Data Quality Process training support, and recommendations for automated or intelligent tools to eliminate manual reviews/disposition of records.

Results
Trilogy’s analysis and business integration services have assisted CIS with the design, configuration, and OI&T delivery of a future state architecture, enabling CIS capabilities and coordination with various offices both within and outside the VA.

Overview
The federal government allocates over $10 billion a year to provide education benefits for service members and Veterans. This project studies the outcome measures of the VBA Education Service (EDU), which invests annually to support these benefit programs. Our team assists EDU in selecting the required data, assessing the data quality, merging, analyzing, curating, and loading the data into a ‘clean’ repository to generate metrics that help EDU assess VA return on investment (ROI).

Approach
In order to meet the challenges of this complex and impactful project, Trilogy has deployed a full spectrum of analytic services and tools. This includes conducting institutional research, analyzing existing data sources to identify target ROI data and any related data quality issues, developing methods to ensure these issues are remediated prior to loading, loading curated data into the ROI repository, creating analytic algorithms to analyze the ROI data, and providing detailed reporting of our findings. This has led to our deployment of DataOps for data integration and analytical output velocity without sacrificing quality, automating existing pipelines (API/RPA) for data calls/retrievals (using VS Code/Microsoft SQL Management Studio/Oracle SQL Developer) and utilizing GitHub for code configuration management, and performing offline development in open-source environments (such as Python and R Studio) for analytical scripts and advanced modeling (ML) for tasks such as parsing manually entered data that has been incorrectly entered to synthesize and align the data points for analytical reporting. Our team has also created procedures for the operation of the ETL and database, published an Operations Manual, and created a Configuration Tool Manual.

Outcomes
The tools and procedures Trilogy has developed give VA EDU complete transparency into the operational details of GI Bill Outcome Measures program while also providing clear and comprehensive decision-making support to advance the program. This support enables data-driven improvements to policies and claims procedures surrounding GI Bill benefits as well as develop targeted federal approaches for Veterans, service members, and their families to see the greatest value of their GI Bill benefits.

Overview

Under this contract, Trilogy supported both VBA’s Strategic Program Management Office (SPMO) and Office of Strategic Support Initiatives (OSSI), since the inception of both offices, to develop the organizational strategy, infrastructure, employee engagement, knowledge management, and operational framework to effectively deliver project management and customer experience solutions throughout VBA

Approach

Trilogy worked alongside SPMO and OSSI to define their organizational structure and strategic goals to implement several priority initiatives including the development of communities of practice, key data models and reporting frameworks, comprehensive knowledge management infrastructure, and training strategy and design throughout VBA. Trilogy also helped both organizations define and streamline core operational processes to help both organizations deliver impactful support services across VBA.

Results

As a result of Trilogy’s support, both SPMO and OSSI have seen increased efficacy, efficiency, and engagement with the delivery of their support of key priority initiatives to several VBA directorates. Both organizations’ employees now have more effective tools, processes, and training to help VA staff better deliver essential, earned benefits to the Veterans they serve.

Overview

Trilogy operated as a system integrator for VA’s Financial Management and Business Transformation (FMBT) initiative. The program is designed to modernize VA’s financial and acquisition management systems with transformative business processes and capabilities that enable VA to meet financial management legislation objectives and directives through a solution called Integrated Financial and Acquisitions Management System (iFAMS), a custom implementation of Momentum Financials.

Approach

Trilogy supported the VA’s migration to the Momentum cloud solution, implemented as VA’s Integrated Financial and Management System (iFAMS). As part of this effort, Trilogy enabled VA to leverage the Scaled Agile Framework (SAFe) to effectively deploy and operationalize the new solution. Trilogy provided comprehensive operations and maintenance (O&M), configuration management, requirements management, and organizational change management (OCM) services—ensuring disciplined execution and smooth adoption across the program. As a result, VA has realized increased operational efficiency, productivity, agility, and flexibility through a modern, cloud-based Enterprise Resource Planning (ERP) platform.

Results

As a result of Trilogy’s support in transitioning to a modern, cloud-based ERP solution, VA administrations have already realized measurable improvements in transparency, accuracy, timeliness, and reliability of financial information across multiple departments. Trilogy has played a critical role in seven successful iFAMS implementations, enabling the phased transition of diverse VA user communities through carefully planned and executed deployment waves. These deployment waves have included the National Cemetery Administration (NCA), Veterans Benefits Administration (VBA), Veterans Health Administration (VHA), and VA Staff Offices. Trilogy’s contributions have been formally recognized and highly valued by VA as it continues its transition from the legacy Financial Management System (FMS) to iFAMS.