Product Mission

Our Mission

To create an all-in-one platform for care management activities that delivers an easy-to-use, scalable experience for all our stakeholders.

Who We Serve

Recipients & representatives (11,000+ today)
Care Coordinators (200+)
Service Providers (15,000+)
Internal staff (300+)

What This Mission Covers (Scope)

Our portal exists to be the primary place where care is coordinated, recorded, billed and improved. Key capabilities include:

Assign providers to budgets and bookings
Generate care plans and budgets; version and track them
Capture case notes, care events and incident reports
Maintain compliance; manage staff, rates and agreements
Submit and approve bills for payment (recipient and supplier flows)
Track expenditure and view statements/transactions with transparency
Help recipients and coordinators find the right providers

Why It Matters Now

Australia’s upcoming Support at Home reforms reshape funding, pricing and service models (e.g., higher participant subsidies, quarterly funding, CHSP consolidation). Our mission positions Trilogy to thrive in this new environment by unifying fragmented workflows, improving utilisation, and ensuring regulatory agility.

Principles That Guide Us

Choice: empower recipients and representatives to participate and decide
Excellence: raise the bar on accuracy, speed and outcomes
Ownership: clear end-to-end accountability in every workflow
Innovation: automate the boring, elevate the meaningful
Integrity: secure, compliant, auditable by design
Well-being: products that support safe, person-centred care

How We Deliver (Operating Posture)

Portal as the primary front door: CRM and other systems feed the portal; not the other way around
Human-in-the-loop AI: automation accelerates work; humans guide judgement and care decisions
API-first and modular: clean integrations for partners and future roll-ups
Data quality at write: validation and structure so analytics and compliance “just work”
Time to Impact (TTI): prioritise work that realises stakeholder benefit fastest
- Sprint Cost: $30k per sprint — use t-shirt sizing to estimate Time to Impact

What Success Looks Like

Delightful usability: higher satisfaction across recipients, coordinators and staff
Adoption at scale: the default place to action care, billing and collaboration
Better outcomes: higher budget utilisation, fewer hand-offs, faster cycle times
Regulatory confidence: audit-ready records; rapid response to rule changes

High-Level Goals

Operational Efficiency

Reduce labour costs by streamlining workflows
Enable coordinators and care partners to manage more clients with less effort
Automate repetitive tasks (billing, approvals, case notes)

Deliver a Great Customer Experience

Unified, easy-to-use portal for recipients, providers, and coordinators
Mobile responsiveness and self-service features
Improve timeliness, reliability, and communication

Leverage AI & Automation

AI-generated care plans and budgets
Automated risk detection and incident management
AI-summarised calls, meetings, and notes

Reduce SaaS Dependency

Bring key processes in-house to cut ~$150k+ annual software costs
Replace reliance on Zoho, MYOB, and other third-party systems where possible

Regulatory Agility & Stability

Adapt quickly to Support at Home reforms and subsidy models
Ensure compliance with Aged Care Quality Standards

Data-Driven Decision Making

Capture clean, validated data at the source
Provide real-time insights on budget utilisation, risks, and service quality

Risk Management & Safety

Proactive detection of falls, pressure injuries, and other health risks
Incident auto-logging and escalation workflows

Compliance & Security

Ensure data integrity and secure handling of sensitive health information
Maintain robust audit logs for AI and human decision-making

Scalability

Handle growth from 11,000 recipients to 80k+ under Support at Home
Modular integrations to onboard new providers or partners easily

Competitive Advantage

Build the best aged care solution in Australia through tech-enabled care
Drive retention, referrals, and higher client engagement