Our Work
My HealtheVet Program Management and Training Support
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.
- “This is great! And the fact that there are direct links to jobs aids is amazing! That will be so helpful and a time saver for the field when they use these tools! Thank you!!”
- “Your team is always so helpful when we come to them with an idea or vision and they take it to the next level. They have thoroughly enhanced my quarterly operations meetings, making them engaging and always taking on the challenge to make the next better than the last. The support your team provides knocks it out of the park.”
- “Our Trilogy support team continues to amaze me with their knowledge and ability to help others learn. In particular, I’ve been impressed with their attention to detail, persistence, and thoroughness. I really do enjoy working with them!”
- “Thank you for always being here to assist our team as taskers evolve. Your support team is super in assisting in any and all ways, we are very grateful for all of your engagement. Big “Shout Out” to the BEST Support Team!”
- “Once again this year, the Trilogy support team on our Help Desk has shown both professionalism and empathy when responding to callers. This is truly one of the best groups I’ve ever worked with on this project, and I am grateful that they are willing to be there for Veterans when they call.”