Change Management & Communications

Since September of 2023, Trilogy has provided comprehensive support to a wide variety of OSP’s inter-agency efforts, including the annual VA/DOD Conference on Suicide Prevention, the Interagency Task Force on Suicide Prevention (ITF), and the Joint Executive Committee (JEC) / Joint Suicide Prevention and Associate Mental Health (J-SPAMH), reporting up to senior leadership within VA and to the White House Domestic Policy Council (DPC). Originally focused on providing project management and administrative support, the contract has expanded to also include event management, graphic design, and a wide variety of communications products.

By leveraging our Program Transformation and Project Management expertise and working closely with our clients and stakeholders in every project workgroup, Team Trilogy enhances OSP’s ability to manage and track the productivity of its interagency efforts while providing reliable and responsive customer support and strategic communications services.

Trilogy is helping OSP host the largest VA/DOD Conference on Suicide Prevention to date, with over 2000 attendees, presenters, and exhibitors in Portland, OR July 16-18, 2024. Trilogy has provided many key deliverables for this effort, including a conference planning schedule, a robust communications plan, a detailed conference agenda and run-of-show, conference logos, a comprehensive rubric for abstract selection, invitations, and more. For the ITF and JEC/J-SPAMH, Trilogy has facilitated in-person all-day events for all stakeholders, workgroup presentations, and both high-level and detailed reporting to the White House DPC. Each effort has successfully brought together top researchers, clinicians, caregivers, and experts in Veteran and Service Member suicide prevention from across the country to make progress in this vitally important field.

Overview
The VHA Office of Mental Health and Suicide Prevention (OMHSP) Suicide Prevention Program (SPP), oversees a national suicide prevention public health campaign that incorporates public service announcement videos (“PSAs”) focused on Lethal Means Safety (LMS), with an emphasis on firearms safety. Trilogy developed and implemented a six month paid media plan for deployment of the PSAs and related static image assets across a variety of paid media platforms. Trilogy also provided website development and maintenance support for KeepItSecure.net and supported on-site distribution of KIS assets and gun locks at numerous sporting events across the country, including the Army/Navy college football game, NFL games, and NASCAR races.

Approach
Trilogy executed a $5 million paid media campaign with a strategy that optimized ad buy placements for specific target audiences (including female and LGBTQ Veterans) in a variety of media channels, including traditional and online television networks (e.g., CBS, Paramount+), online gaming (e.g., Twitch), and streaming music services (e.g., Spotify). Trilogy also employed algorithmic optimization to fine-tune ad placements in key word searches (e.g., suicide prevention, gun safety) to maximize the reach and impact of the KIS PSAs and display assets and drive traffic to the KIS website.

Results
The KIS paid media campaign was highly successful due the strategic, creative, and diversified media strategy that increased awareness of LMS and boosted traffic to the KIS website. The campaign was able to successfully stretch the “shelf-life” of the PSA videos and expand their reach to new and previously untapped audience segments who were interested in gun security and Veteran suicide prevention techniques.

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 provides full-range program and project management, analytics, research, requirements management, and training support to the Veteran’s Health Administration (VHA) Office of Connected Care (OCC) Veterans/Consumers Health Informatics (V/CHIO) program office, the business unit that owns the My HealtheVet website. With over 4.7M users, MHV was designed for Veterans, active-duty Service members, and their dependents and caregivers, to provide a web‐based Personal Health Record (PHR) to self‐monitor care, access health records on‐demand, make informed health care decisions, and securely communicate with VA care teams.

Approach
Trilogy provides a wide array of research, reporting, and administrative support to MHV. We facilitate approximately 17 meetings per week and provide strategic planning white papers and best practice research reports for OCC and executive leadership. Trilogy provides agile development and requirements management support from initial concept to training and implementation following DevSecOps and Incremental Planning ceremonies. Our team developed and continues to maintain a PowerBI dashboard that aggregates data from multiple VA repositories into a comprehensive graphical display. The team also creates and delivers training sessions twice a month to VA staff nationwide and supports EHRM initiatives relative to the Patient Portal, working directly with sites preparing to go live and continuing post-launch to document any issues.

Results
Trilogy delivers over 24 training sessions per year and maintains over 20 job aids, including micro-videos. Trilogy helped redesign the entire agile (DevSecOps) development process, including the aggregation and review of business needs, and the development of those prioritized needs into Epics and User Stories. Trilogy research and reporting led to strategic decisions about the future of VA’s patient portal, utilizing Oracle/Cerner and MHV APIs on VA.gov to provide a seamless user experience instead of disparate portals for Oracle/Cerner and MHV. Trilogy Analytics support eliminated many manual VA processes by providing automated machine learning and intelligence, saving an estimated 80+ hours a month.

Overview
Trilogy has supported the Office of Clinical Services (CS11) in the implementation planning and execution of the Hannon Act Section 101 Strategic Plan (Part 1) and an analysis on expanded eligibility for VA healthcare for one year following separation (Strategic Plan Part 2) by providing current state analysis, reviewing current efforts to meet the Strategic Plan, and identifying opportunities for improvement and stakeholder experience.

Approach
Trilogy provides program and project management support for the overarching Integrated Project Team (IPT) and its six workstreams. The overarching IPT has a lead program manager with individual project managers leading each workstream. PM and VHA stakeholder interfaces occur regularly to develop an updated implementation plan. Trilogy is conducting an analysis of, and will provide a report on the legislative, policy, and regulatory actions required to provide health care services to any Veteran for one year following separation.

Results
As a result of Trilogy’s support, Clinical Services has catalogued all current initiatives and programs across agencies. Trilogy has developed several recommendations to best address the goals and objectives suggested in the strategic plan. Ultimately, Trilogy will provide communications tools to clearly outline the implementation of the Hannon Act 101, Part 1 and 2 to VHA stakeholders, Veterans, Veteran Community Groups, federal partners, VA leadership and staff.

Overview
Trilogy provides program and project management, communications, change management, business process re-engineering, data analytics (e.g., PowerBI), IT solutions (SharePoint and Salesforce), and VA Healthcare Systems understanding support for the VHA’s Office of Integrated Veteran Care (IVC), Innovation and Technology (I&T) division. The objective of this contract is to help the I&T division integrate internal processes and standards to support the efficient deployment of innovative processes and technical solutions for the VHA and IVC.

Approach
Trilogy employs industry best practices based on PMI’s PMBOK to manage various large and complex I&T division functional and technical projects. This also encompasses various IT solutions to identify, collect, and manage requirements, risks, resourcing, and communications. We also use agile concepts and practices to help the I&T deploy specific IT solutions (e.g., SharePoint and Salesforce) throughout the VA and IVC domains.

Results
Trilogy helped the I&T division develop and streamline internal processes and set specific communication standards resulting in clearer internal/external communications, reduction of work product rework, and clearer access to key information on designated I&T project and portfolio SharePoint sites. Our team also helped redesign the I&T division and subordinate portfolio SharePoint sites that provided standard and consistent design, cleaner viewing of key information, and a better understanding of the products and services the I&T division supports and provides. Furthermore, our team of experienced certified PMPs helped the I&T division deploy a national IT solution on-time and receive a FedHealthIT Innovation award for helping improve Veterans access to care. Trilogy also developed and deployed multiple PowerBI dashboards that help IVC and I&T leadership see real time trends related to Veteran patient care at the national and local VISN levels.

Overview
The Veterans Health Administration (VHA) delivers health care to millions of Veterans. A key component of that health care delivery is use of community care such as when services are not available within the VA network of facilities or when geographic distances or wait times negatively impact access to care. Trilogy has supported the VHA Office of Integrated Veteran Care (formerly the VHA Office of Community Care) since 2017, providing a wide variety of support including program and project management, strategic communications and change management, policy, data analysis, and automation.

Approach
Trilogy leverages formal project management processes as defined in the Project Management Body of Knowledge to support projects across the IVC portfolio. Trilogy specializes in providing expert project management support to initiatives that vary widely in both scope and complexity. In addition to our project management support, our team has provided critical strategic communications and change management support for key organizational transformations, supported development of a data governance concept of operations, performed ad hoc and recurring data analysis including geospatial analysis, and provided comprehensive policy support for the implementation of sweeping legislative changes such as the MISSION Act of 2018 and the COMPACT Act.

Results
Trilogy’s support has been a critical factor in IVC’s successful implementation of a multitude of projects over the past five years, including support for more than 25 projects in the first year of our current contract with IVC alone. The cumulative effect of our work has been to drive standardization and efficiency, enable the effective use of tools and reporting, improve programmatic outcomes, and prevent lost opportunities for IVC.

Overview
Trilogy supported Compensation Service critical programs and projects, responsible for assessing Veterans’ recognition of the effects of disabilities incurred or aggravated during active military service. Trilogy’s project management and strategic planning experts have helped CS Public Policy sector develop rules, policies, regulations, requirements and conduct field training and advisory reviews to ensure timely and accurate execution of the benefit program. Specifically, our team has provided support to the Office of the Director, Policy, Procedures and Interagency MilPay, Military Exposures Team, and Veteran Affairs Schedule for Rating Disabilities (VASRD) PMO Staffs.

Approach
Trilogy’s VBA CS PMO applied tailored project management and strategic planning best practices to manage and facilitate program and project initiation, planning, executing, modifying, and sustaining business documentation and updates for VBA trainings, policies, and regulations. Products include standardized project documentation for ongoing programs and projects, implementation assistance with development of agency-wide policies and guidance, and management of internal and external correspondence and actions.

Results
Trilogy’s support resulted in the successful implementation of two public laws: the Blue Water Navy Veterans Act 2019 and the Honoring our PACT Act 2022. Across its portfolio, Trilogy standardized project documentation and performance metric reporting, ensuring effective implementation of these landmark initiatives.

Overview
Trilogy supported Compensation Service (CS) critical programs and projects, responsible for assessing Veterans’ recognition of the effects of disabilities incurred or aggravated during active military service. Trilogy has helped CS Operations staff provide VA employees with the software, systems, training, and quality assurance resources needed to be successful in the field and fulfill the VA mission of serving Veterans and their dependents.  Specifically, our team has provided support to the Training, Quality Assurance, and Systems Support & Operational Review divisions.

Approach
Trilogy’s team of skilled process improvement, project management, instructional design experts applied proven best practices in each area of support to implement systems, training, and quality updates. Products include facilitation and development of project management artifacts, dashboards, and high-level briefing materials to support quality management, systems updates, CS Infrastructure, training curriculum management, Warrior Training Advancement Course (WARTAC), as well as operational functions of large-scale implementations such as the Promise to Address Comprehensive Toxics (PACT) Act and the Blue Water Navy (BWN) Veterans Act.

Results
Trilogy support resulted in successful and efficient migration to SharePoint Online, operational readiness for BWN and PACT Act implementations, as well as multiple VBA-wide process improvement and automation efforts.

Overview
Trilogy has supported AOC’s newly launched Program Analysis and Evaluation (PA&E) Division, under the Office of the Chief Financial Officer (CFO), with strategic planning and agency performance planning. Ownership of these plans was previously under a different office, but AOC shifted responsibility so that the process and results would be better aligned to agency financial planning and budgeting and aligned with OMB Circular A-11 requirements.

Approach
Trilogy facilitated working sessions with executive leaders across the AOC to validate strategic goals and objectives, and to define high level tasks, milestones, and key performance indicators (KPI) for each leader’s responsibility area and AOC’s organizational transformation. We conducted executive interviews and synthesized materials to develop a comprehensive strategic plan document, agency performance plan, and SharePoint lists for updating monthly metrics to a Tableau dashboard, all in compliance with AOC’s fiscal priorities and OMB Circular A-11.

Results
Trilogy provided AOC with a well-structured plan to achieve its organizational transformation and has an approach and best practices to follow for future strategic planning efforts. The AOC can now hold its leaders accountable for achieving strategic objectives of the organization aligned with fiscal priorities.

Overview
Trilogy has supported VHA OCFO since 2020 by assisting with project management, streamlining VHA’s central office, and other support needs while assisting with the complex tasks of modernizing its electronic health records and transforming its financial management system and supply chain.

Approach
Our team has used an approach incorporating business process reengineering (BPR), accounting classification structure (ACS), data cleansing and conversion, communications, organizational change management (OCM), project management, as well as supply chain systems analysis to provide comprehensive support in VHA OCFO’s financial system implementation. We have also assisted with VHA’s GAO High Risk List (GAO HRL) efforts, audit preparation, training, and financial policy review and utilized our technological and operational expertise to organize its processes and allow for easy reporting for management.

Results
As a result of Trilogy’s support, VHA has been able to continue its analysis and planning for its financial system implementation with the needed staff and support for an effort of this magnitude. Additionally, our team has helped VHA improve in its GAO HRL areas of concern and maintain its clean audit opinion.

Overview
Trilogy has worked alongside OHT and other VA and VHA stakeholders such as the Office of Patient Care Services (PCS), the Caregiver Support Program (CSP), and the Veterans Benefits Administration (VBA) to execute an integrated project team (IPT) to study the feasibility of a dozen proposed solutions to expand Veterans and Servicemembers’ eligibility for the Program of Comprehensive Assistance for Family Caregivers (PCAFC).

Approach
Each proposed solution was examined through a structured feasibility and advisability methodology including legal and regulatory, financial, technological, and operational elements. This effort included data collection from structured qualitative discussions, development of Requirements Traceability Matrices (RTMs), and data analysis across different functional process areas, which all culminated in an executive report, implementation roadmap, stakeholder engagement plan, a bevy of communications and change management products, as well as various briefings for the Under Secretary of health (USH) and the White House Domestic Policy Council.

Results
As a result of Trilogy’s support, CSP, PCAFC, and VA have data-driven, practical opportunities for improvement most likely to increase Veterans and Servicemembers’ eligibility.

Overview
The Veterans Health Administration (VHA), Discovery, Education and Affiliate Networks (DEAN), Office of Health Innovation’s (OHIL) Center for Care and Payment Innovation (CCPI) is exploring a pilot program to redesign care management and coordination for Veterans who have been diagnosed with or are at risk for Type II Diabetes with comorbidities. Pilot objectives include: improving care delivery efficiency, enhancing Veteran experience, and improving clinical outcomes.

Approach
The Diabetes care management pilot model will combine and build on two existing VA Diabetes-focused pilots that innovated on the standard of care and have proven to be safe and effective at improving glycemic control and reducing disease-related distress. By improving care team coordination and expanding on the current standard of diabetes care, this pilot aims to improve healthcare access, patient & care team satisfaction, care delivery efficiency, and health equity to better serve Veterans affected by diabetes.

Results
Trilogy helped CCPI refine its vision for diabetes care in the VA, utilizing best practices from a survey of external- and internal-to-VA diabetes care programs to develop a pilot design that aims to improve diabetes outcomes. The pilot draws on Trilogy-led interviews with VA subject matter experts and front-line staff to identify and alleviate pain points in care delivery. In addition, Trilogy developed pilot key performance indicators and an approach for pilot assessment to facilitate CCPI’s mission of testing and propagating value-based care initiatives. Pilot launch is notionally planned for mid-2023.

Overview
The Veteran’s Health Administration (VHA) Chief Strategy Office (CSO) Survey of Veteran Enrollees’ Health and Use of Health Care (Survey of Enrollees) collects data annually on enrolled Veterans’ health status, insurance coverage, use of VA and non-VA health services, and current and planned future use of health care to support annual 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 sample; staffing, training, and managing the Survey of Enrollee Help Center; data collection and statistical analysis, including weighting adjustments; and producing reports, dashboards, and analyses.

Results
Amidst declining survey response rates in recent years, Trilogy successfully administered the Survey of Enrollees in 2022, surpassing the overarching goal of collecting 42,000 responses, appropriately stratified by 95 VA health care markets and eight enrollee priority groupings. Over the next two years, we will continue to ensure that the Survey of Enrollees results in unbiased estimates representative of the target population so VHA CSO can better anticipate the health care needs of all enrolled Veterans.

Overview
Trilogy manages a high performing, fully functional PMO team to help Workforce Management and Consulting (WMC) implement the most significant transformation in the history of the Veterans Health Administration. HR functions and resources are being reorganized into shared services to improve customer service and enable VHA’s more than 360,000 employees to deliver care and services to nine million Veterans. This monumental HR Modernization process encompasses a series of current and to-be-defined initiatives including policy changes, process improvement, IT systems enhancement, and change management communications. Trilogy’s expert team enables an agile response to the complex, competing, and ever-evolving needs of the transformation process.

Approach
We work with WMC staff and other stakeholders to quickly understand the scope of projects needing our support and where those projects are in the project management lifecycle. We work closely with project teams to build trust with our VA stakeholders through the adoption of new standards, practices, and tools, grounded in Project Management Book of Knowledge and Prosci best practices.

Results
Trilogy successfully supported 26 different WMC projects in a year, including developing a high-performing integrated team, deploying best practices, innovating business operations, and helping WMC improve customer service to support the goal of hiring 52,000 new employees in FY 2023.

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

Approach
Trilogy has worked alongside SPMO and OSSI to define their strategic outlook and implement priority initiatives, including developing communities of practice, data models, reporting frameworks, and training strategy and design for project management and customer experience. Trilogy also designed and developed comprehensive SharePoint-driven knowledge management solutions and organizational processes to standardize operations across both organizations.

Results
As a result of Trilogy’s support, SPMO and OSSI have seen increased effectiveness and efficiency in their support of several VBA priority initiatives. Employees now have more effective tools and training to help VA staff deliver essential, earned benefits to the Veterans they serve.

Overview
Trilogy operates as a system integrator for VA’s Financial Management and Business Transformation (FMBT) initiative, which is an effort 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.

Approach
Trilogy is supporting the VA migration to the Momentum cloud solution, configured for VA as Integrated Financial and Acquisition Management System (iFAMS). In this migration, Trilogy is supporting VA in leveraging the SAFe Agile model to deploy the new solution. As a result, VA has gained increased operational efficiency, productivity, agility, and flexibility from the new modern Enterprise Resource Planning (ERP) cloud solution. The new solution has also provided additional security, storage, and scalability for VA users.

Results
As a result of Trilogy’s support in the transition to a modern ERP cloud solution, VA administrations have already begun to see an increase in transparency, accuracy, timeliness, and reliability of financial information across several departments. Trilogy’s support has been acknowledged and greatly appreciated by VA in support of their transition from the legacy Financial Management System (FMS).