Success Stories

Our client’s success in meeting their goals is our most important objective.

Improving Operational and Technological Scalability for a Healthcare Services Organization

Improving Operational and Technological Scalability for a Healthcare Services Organization

Trillium’s client is a Healthcare Services Organization that has experienced a great deal of expansion and growth.  This has stretched its technology infrastructure and services, and the organization found itself unable to focus on executing its long-term product strategy.  The client’s growth has outpaced its technology’s ability to scale to its growth patterns, impacting its customer satisfaction and retention.  Overwhelmed support teams have had difficulty responding to, triaging, and determining causes to repair system outages, which were often caused by software and infrastructure changes.  Further, the operations area was not able to respond to and support customers per SLAs.

How We Solved It

Trillium reviewed the client’s technology enterprise to best determine a path forward.  The analysis included identifying root causes of the challenges related to infrastructure, architecture, development, and operations organizations; developing a 30/60/90-day stabilization plan; and, driving the cross-functional stabilization initiative throughout the organization.

Results

  • Reduced outage frequency by 92%
  • Increased compliance with SLAs from 35% to 87%
  • Achieved stability necessary to allow the organization to execute on its long-term product strategy
  • Allowed technical resources to shift from fire-fighting to new product development

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Improving Privacy and Security at a Hospice Provider

Trillium’s client is a hospice provider that had recently completed the merger of three (3) long-term care organizations.  Through that merger, the hospice provider experienced a great deal of expansion and growth, and, thus, has undertaken a significant effort to consolidate and standardize its security and privacy processes.   

The merger of Trillium’s client from 3 organizations into a single entity presented challenges that required remediation, both from a managerial and technical perspective.  Prior to the merger, each organization had its own set of IT systems, policies, and procedures, causing staff confusion in the merged organization, resulting in selective adherence to the governance processes.   

Also, staff in the merged organization did not have an adequate understanding of regulatory gaps within the technology ecosystem, and did not have a standardized risk management approach.  Knowledge and documentation gaps in the merged organization risked the client’s ability to pass a Federally-mandated HIPAA audit, failure of which could result in significant fines.   

How We Solved It

Trillium worked with corporate management and support teams to analyze the client’s technology landscape, including documenting the current state of technology governance, baselining the organization against industry standards, and identifying and prioritizing privacy and security gaps.

Trillium’s resulting assessment included an understanding of security and privacy needs of the organization, creating and driving a remediation roadmap, creating a common language for governance, and training the client’s team on common governance and HIPAA tracking.

Results

  • A single set of documented privacy and security policies and procedures for the merged organization, resulting in policy clarity and consist
  • Established a common Risk Management Language and Tracking Framework for HIPAA compliance
  • Passed the HIPAA security and privacy audit

Making the Most of Network and Technology at a Marketing and Financial Company

Making the Most of Network and Technology at a Marketing and Financial Company

Trillium’s client is a Marketing and Financial company that offers rewards programs, merchant cash advance programs, and marketing services.  The company is experiencing growth within its partner network.  This has the potential to significantly increase the number of members that will be leveraging the company’s product and services along with the demand on its technology infrastructure. 
 
Due to growth within our client’s members and partners, there has been an increased reliance on their network in order to respond to user demands.  Recently, Trillium’s client began experiencing a number of network-related issues.  These disruptions have raised questions for our client as to whether the root cause(s) of the disruptions are people, process, or technology issues.  Additionally, the increasing demands resulting from growth have created concerns surrounding the risks the company may have with its infrastructure.  Client Management wanted to conduct an overall review and assessment of its infrastructure.  This included reviewing network architecture and infrastructure designs, as well as reviewing infrastructure operations people, process, tools and technology in order to identify potential technology risks to the organization.  This will assist our client in quantifying risks to company stability and growth over a 3-year horizon, and allow our client to make immediate decisions about their current network and systems and the organization and processes supporting their technology.

How We Solved It

Trillium first interviewed IT personnel and key stakeholders to determine a baseline for how well IT and networks were performing against expectations, as well as to help determine the technology and network needs from the organization in order to effectively support the client. Trillium reviewed extensive technology-related documentation and performed an analysis that would assist in identifying the best course of action.  Numerous recommendations were generated so that our Client would have a roadmap to its future actions, including: targeting future organizational structure; identification of key processes to be standardized across the organization; identification of prioritized factors along with their importance and our Client’s current capability levels; and prioritization of telecom initiatives.

Results

  • Network and technology stabilization path beginning by starting work on establishing IT Strategy, Rules of Engagement, and definition of Suc
  • Began to align the IT Organization to Capability Maturity Model Level 2
  • Standard metrics and reporting will help to stabilize the path forward

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RX for an Ailing Telecom Group at a Health Services Group

RX for an Ailing Telecom Group at a Health Services Group

Trillium’s client is a not-for-profit community-based regional Health Services Group located in the rural Northwest United States.  Their facilities include several hospitals (including a trauma level 2 facility,) numerous medical and urgent care clinics, a Senior care facility, a conference center, a hospice, and a hospitality house for out-of-town patients and families.  They provide a full range of medical, health care, wellness, and surgical services, and serve a population in excess of a quarter of a million with a staff of nearly 5,000 medical professionals, employees, and volunteers.  Given the critical nature of the services provided, the client requires a very effective telecom infrastructure, running as seamlessly as possible. 

The Health Services Group was experiencing a number of symptoms indicating its telecom was not meeting the business needs of its stakeholders.  They included inconsistent telecom support, unpredictable service delivery, reliance on vendors to identify and solve problems, and unpredictable planned telecom change events.  In addition, Management had limited visibility to existing telecom issues, or how they were being addressed and/or ultimately fixed.  It appeared that telecom work was being done differently depending on the individual doing that work, with one-off and non-repeatable processes being used, and, as a consequence, the impact of telecom work to the organization was unclear.  Also, since there was no clear view of telecom finances, the Group had no idea of their spend or how financially efficient their organization was.  Organizational Management determined that it needed an overall review and assessment of its telecom organization, to determine stakeholder expectations and how best to improve their support. 

How We Solved It

Trillium first surveyed support personnel and key stakeholders to determine a baseline for how well telecom was performing against expectations.  Then, Trillium interviewed numerous stakeholders to help determine the needs from telecom in order to effectively support the client. Trillium performed an analysis that was categorized by People, Process, and Technology.  Numerous recommendations were generated, based on a “crawl, walk, run” approach so that our Client would have a roadmap to its future actions, including business requirements, running telecom projects through its PMO, and adoption of standard processes. In addition, Trillium created a cost estimate to identify the financial impact of the recommendations.

Results

  • Consolidated trouble ticketing and reorganized team to reduced the time to resolve trouble tickets
  • Improved internal image of telecom within the organization
  • Improved service delivery process
  • Created a roadmap for accountability
  • Stabilization of planned changes

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