Reducing Resolution Time by 55%: TriMet’s Human-Centered ITSM Transformation

Situation:

TriMet’s journey toward transformation began with the desire to improve IT responsiveness, visibility, and customer experience. As demand grew, so did the need to extend service management beyond IT to other departments like Bus, Rail, Maintenance of Way, and Facilities—teams previously relying on legacy tools like Footprints, spreadsheets, or even handwritten tickets.

This expansion required not just technology upgrades, but strategic planning, training, and cultural change to drive sustainable adoption across the organization.

Challenges:

TriMet faced several interrelated challenges across its IT and business operations:

  • Disjointed service delivery: Many departments used inconsistent or manual processes to manage service requests. Some teams handled tickets by phone or paper, leaving no record or visibility into work.
  • Fragmented incident response: IT lacked standardized workflows for classifying major incidents, coordinating response, and keeping stakeholders informed.
  • No centralized asset tracking: Without a unified asset management system, TriMet couldn’t easily connect assets to service history, manage hardware lifecycle, or meet cybersecurity standards. This was a critical gap for the cybersecurity team, which needed visibility to fulfill CIS Controls 1 and 2, including vulnerability management and endpoint scanning.
  • Resistance to change: Teams varied in digital maturity, and some were hesitant to adopt new systems.
  • Service Desk integration: TriMet was already planning to establish a dedicated Service Desk. What they needed was a way to thoughtfully integrate this team into existing processes and governance structures.
  • Limited admin capacity: Internal Jira administrators needed guidance, mentorship, and scalable templates to support further departmental adoption of JSM.

Solutions:

Oxalis supported TriMet through a multi-year series of engagements, each focused on delivering measurable value while building long-term internal capacity.

1. ITSM Transformation: Standardizing Processes and Visibility

To improve IT responsiveness and consistency, Oxalis:

  • Redesigned the IT service portal to simplify intake and improve user experience
  • Defined SLAs and reporting standards to improve transparency and accountability
  • Helped integrate TriMet’s newly formed Service Desk team into IT service workflows
  • Provided hands-on training to IT staff, aligned with ITIL best practices

Results:

  • 55% reduction in average time to resolution
  • 8% increase in customer satisfaction
  • 18% improvement in customer experience ratings

2. Modernizing Incident Management

In 2025, Oxalis led a targeted effort to overhaul TriMet’s major incident response process:

  • Consolidated alerts into Jira Service Management
  • Enabled classification of major incidents and automated responder notifications
  • Integrated Microsoft Teams for real-time collaboration directly from Jira
  • Created standardized, automated post-incident review workflows
  • Improved visibility for stakeholders through real-time updates

3. Enterprise Service Management (ESM) Rollout Across Departments

Oxalis led a 16-week implementation for the Bus, Rail, Maintenance of Way, and Facilities teams, including:

  • Stakeholder interviews, requirements documentation, and future-state design
  • Tailored project configurations and baseline template development for Jira Admins
  • Hands-on training, UAT, and change management workshops
  • Expanded adoption to new departments like HR, through internal enablement

Change Management Success:
A hesitant team requesting a delay just two weeks before go-live ended up asking to launch early after Oxalis delivered focused workshops and coaching.

4. Integration of Asset Systems for Cybersecurity and Lifecycle Management

To support hardware lifecycle tracking and fulfill CIS Controls 1 and 2, Oxalis:

  • Integrated CrowdStrike, Tenable, AirWatch, and Active Directory with Jira Assets
  • Built custom ETL pipelines and scripts for ingestion, normalization, and deduplication
  • Created a unified asset inventory supporting both operations and vulnerability management

Trimet ITSM transformation with Oxalis

This engagement exemplifies Oxalis’s strength in delivering cross-functional service management solutions in complex public sector environments, where outcomes like efficiency, transparency, and trust aren’t just metrics, but mission-critical mandates.

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Overview

As Portland’s regional public transportation provider, TriMet depends on reliable IT and operations systems to serve thousands of daily riders. From service outages and hardware tracking to facilities maintenance and HR requests, every part of the organization requires fast, accountable, and efficient service delivery.

Between 2023 and 2025, Oxalis partnered with TriMet on a multi-phase transformation effort, modernizing both IT Service Management (ITSM) and Enterprise Service Management (ESM) using Jira Service Management (JSM). Together, we redefined how TriMet delivers services across teams, technologies, and touch points.

Results

Across all phases of engagement, Oxalis delivered:

  • Unified, modern service management for both IT and non-IT teams
  • Improved incident response and post-incident transparency
  • Integrated asset tracking and cybersecurity alignment to meet CIS Controls
  • Scalable frameworks for continued Jira Service Management adoption
  • Empowered Jira Administrators with templates and best practices for future rollouts
  • Increased efficiency, accountability, and leadership visibility across the organization

Conclusion

Through a combination of strategic consulting, technical expertise, and organizational change leadership, Oxalis guided TriMet through a comprehensive transformation of both IT and enterprise service management.

By architecting and implementing Jira Service Management across IT and non-IT teams, Oxalis helped TriMet transition from fragmented, manual processes to a centralized, scalable platform that supports everything from incident response and asset management to facilities requests and HR services. TriMet staff now benefit from automated workflows, standardized SLAs, improved visibility, and consistent governance delivered through systems that are easy to adopt and built to grow.

More than just implementing tools, Oxalis equipped TriMet with the training, templates, and internal capacity to continue expanding JSM organization-wide, ensuring sustainable value far beyond go-live.

True Collaboration, Real Results: Inside EDD’s Atlassian Cloud Transformation

What EDD Gained: Trust, Expertise, and a Scalable Future

The Challenge:

The California Employment Development Department (EDD) needed more than a technical solution—they needed a partner who understood the complexity of public sector operations. To realize their modernization goals, EDD sought a trusted advisor with deep Atlassian expertise, a clear roadmap for secure cloud migration, and a proven approach to change enablement.

Their goals were ambitious:

  • Improve agility and service responsiveness
  • Modernize IT project and knowledge management systems
  • Enhance collaboration and transparency across teams
  • Ensure scalability, security, and long-term sustainability

This vision marked the beginning of the EDD Atlassian Cloud transformation—a bold initiative to overhaul legacy platforms and empower workforce programs with modern, cloud-based tools.

The Oxalis Solution:

Oxalis assembled a multidisciplinary team of Atlassian-certified experts to lead EDD through every stage of the transformation. Our approach combined technical depth with a clear understanding of EDD’s business and operational needs.

  • Atlassian Cloud Migration: A secure, efficient transition to Atlassian Cloud ensured scalability and accessibility for a large, distributed workforce.
  • Jira Software and Confluence Implementation: We configured Jira Software to support agile project tracking across EDD teams and implemented Confluence as a collaborative knowledge base and documentation hub.
  • Custom Cloud-Based Solution Development: In addition to configuration, Oxalis developed a new solution built on Atlassian Cloud to meet EDD’s specific operational and reporting needs.
  • Change Management & Enablement: To support adoption, we provided strategic change enablement including user training, onboarding sessions, stakeholder communications, and scalable governance planning.
  • Ongoing Support & Optimization: Post-implementation, Oxalis continued to provide support and iterative enhancements to ensure continued alignment with EDD’s evolving priorities.

The Results:

The EDD Atlassian Cloud transformation delivered measurable results across the organization:

  • Increased efficiency and visibility in project management
  • Enhanced collaboration through centralized, shared documentation
  • Improved knowledge sharing and continuity across teams
  • Greater transparency and accountability for internal initiatives
  • A scalable foundation for future innovation


“Oxalis is not just a vendor; they are a true partner. Their commitment to client satisfaction, technical expertise, and collaborative approach makes them an invaluable asset. From planning through implementation and training, they delivered with precision, care, and a deep understanding of our needs.”
—  Joseph Ledoux, EDDNext Project Administrator

The California Employment Development Department (EDD), one of the largest state departments in the United States, partnered with Oxalis to lead a comprehensive modernization initiative. This EDD Atlassian Cloud transformation involved migrating to Atlassian Cloud, implementing Jira Software and Confluence, and developing a custom solution tailored to enhance collaboration, transparency, and scalability across the organization.

Why It Worked

The success of the EDD Atlassian Cloud transformation wasn’t driven by tools alone—it was the result of a trusted partnership. Oxalis brought not only technical excellence but also the discipline of active listening, practical implementation, and long-term client enablement.

By aligning solutions with EDD’s real-world workflows and team structures, Oxalis delivered impact that extended far beyond go-live.

Looking Ahead

Today, EDD operates on a modern Atlassian Cloud environment that supports cross-team collaboration, improved project outcomes, and knowledge continuity. With Oxalis as a continuing partner, EDD is positioned to evolve and scale its systems with confidence.

Moving Forward with Atlassian Enterprise Transformation

Want to learn more about Atlassian Cloud Migration for Healthcare companies? Connect with our experts today!

Sana Benefits: Delivering Better Healthcare with Atlassian Cloud

The Challenge: Migrating to the Cloud with Compliance in Mind

Sana Benefits needed to move its Jira Software, Confluence, and Jira Service Management (JSM) environments to the Atlassian Cloud while maintaining HIPAA compliance. The transition required:

  • Regulatory Compliance: Ensuring sensitive health data remained protected throughout the migration.
  • Complex Data Environment: Migrating a highly customized Jira and Confluence setup with plugins and workflows.
  • Change Management: Training employees and preparing them for the new cloud-based experience.
  • Minimal Disruption: Executing a seamless migration without impacting daily operations.

The Solution: A Strategic, Secure, and Seamless Migration

Oxalis led an 8-week structured migration approach that ensured compliance, minimized risk, and maximized efficiency. The key phases included:

1. Current State Mapping & Gap Analysis

  • Conducted a comprehensive assessment of workflows, plugins, and data usage.
  • Identified non-migratable data and developed remediation strategies.

2. Migration Strategy Development

  • Created a clear roadmap for data transfer, testing, and user validation.
  • Designed a communication plan to keep all stakeholders informed.

3. HIPAA-Compliant Cloud Implementation

  • Assisted with the Business Associate Agreement (BAA) process.
  • Procured Atlassian Cloud licenses and configured Atlassian Guard for enhanced security.
  • Implemented Single Sign-On (SSO) and user provisioning via G Suite.

4. Technical Testing & Dry Runs

  • Conducted rigorous technical testing and two dry runs to validate processes.
  • Allowed users to test data in a sandbox environment before final migration.
  • Provided comprehensive Atlassian Cloud training to ensure a smooth transition.

5. Production Migration

  • Executed the migration during off-hours to minimize operational impact.
  • Ensured data integrity and system readiness.

6. Post-Migration Support & Adoption

  • Delivered post-migration support to address user concerns and optimize workflows.

The Results: A Faster, More Secure, and Cost-Effective Future

By partnering with Oxalis, Sana Benefits successfully migrated to Atlassian Cloud on time and within budget. The transformation delivered:

  • Cost Optimization – Reduced infrastructure and licensing costs with Atlassian Cloud.
  • Enhanced Security & Compliance – Maintained HIPAA compliance while leveraging Atlassian’s latest security features.
  • Improved User Experience – Employees gained access to cutting-edge Atlassian features, enhancing productivity.
  • Operational Efficiency – Eliminated server maintenance and streamlined IT operations.
  • Successful Change Management – Employees adapted quickly thanks to structured training and communication.


“The engineering teams saw improvements in cycle times with a median cycle time of 24 hours for bugs and under 5 days for stories.”
— James Cadena, Director of Information Security, Sana Benefits

Unified Atlassian services


Making Healthcare Easy with Atlassian Cloud

Founded in 2017, Sana Benefits is dedicated to making healthcare easy and accessible for small and medium-sized businesses.

With over 30,000 members and more than $320 million saved in medical billing, Sana offers affordable health plans that empower businesses to provide better care. As the company scaled, it relied on Atlassian’s Data Center products to maintain compliance with HIPAA regulations while fostering collaboration across its teams.

When Atlassian Cloud achieved HIPAA compliance, Sana recognized an opportunity to enhance efficiency, reduce costs, and gain access to the latest features by transitioning from Data Center to Cloud.

To ensure a seamless migration, they partnered with Oxalis Solutions, an Atlassian Platinum Solution Partner specializing in cloud transformations for highly regulated industries.

  • Industry: Healthcare & Insurance
  • Location: Austin, TX
  • Company Size: 160+ Employees

THE CHALLENGE

  • HIPAA-compliant migration from Atlassian Data Center to Atlassian Cloud

THE TOOLS

  • Jira Software
  • Confluence
  • Jira Service Management (JSM)
  • Atlassian Guard

THE SOLUTION

  • Atlassian Cloud Migration
  • Change Management
  • Knowledge Management
  • Training

Moving Forward with Atlassian Cloud

With the migration complete, Sana Benefits is now equipped with a scalable, secure, high-performing cloud infrastructure supporting its mission to make healthcare easier. The company continues to innovate, leveraging Atlassian Cloud to enhance collaboration, streamline processes, and deliver exceptional service to small businesses across the country. Oxalis offers deep expertise in secure and compliant Atlassian Cloud migration for the healthcare industry.

Want to learn more about Atlassian Cloud Migration for Healthcare companies? Connect with Oxalis Solutions today!

From Complexities to Clarity: How DHCS Embraced Agility and Transformed Healthcare Delivery in California

The Challenge:
Navigating a Complex Landscape and Achieving Strategic Alignment

The California Department of Health Care Services (DHCS), a $200 billion state agency with 3,400+ staff members, recognized the need to enhance its ability to navigate a complex landscape of projects and teams. While dedicated to delivering critical healthcare services to millions of Californians, the agency sought to improve its operational efficiency, facilitate data-driven decision-making, and cultivate a culture of agility and collaboration.

Solution: Empowering Enterprise-Wide Visibility and Control with Jira Align

DHCS partnered with Oxalis, an Atlassian Platinum Solutions Partner with a proven track record in Agile transformations. Together, they implemented Atlassian’s Jira Align as the cornerstone of their enterprise portfolio management strategy. Oxalis consultants worked closely with DHCS to tailor the solution, integrating Jira Align with their existing Jira instances to create a comprehensive and unified view of the entire project portfolio.

Addressing the challenge of managing diverse projects, Oxalis established standardized methodologies, data quality standards, and reporting structures across teams and departments. This approach fostered consistency and reliability, providing DHCS leadership with clear visibility into project progress, resource allocation, and overall portfolio health.

Oxalis also harnessed the power of Atlassian Analytics to develop interactive dashboards tailored to the needs of DHCS executives. These dashboards delivered real-time insights into critical metrics, such as project health, schedule adherence, budget utilization, and risk assessment, empowering leaders to make informed, data-driven decisions aligned with the organization’s strategic goals.

Outcome: A Transformative Shift Towards Agility and Impact

The implementation of Jira Align and Oxalis’ expert guidance sparked a transformative shift within DHCS. By providing a unified view of the portfolio, the solution fostered greater transparency and accountability across the organization, empowering teams to make informed decisions and take ownership of their work. Standardized processes and streamlined workflows, combined with time-gated Program Increments (PIs), significantly improved project delivery and overall efficiency.

Ryan Mosley, DHCS’ State Project Director for Behavioral Health Transformation, expressed his appreciation for Oxalis’ commitment and expertise, stating,

“I’ve got to hand it to Oxalis. We’ve had you all drinking through the fire hose, but no matter what, you always find a way to get things done and done RIGHT. It’s just a real testament to the quality and work ethic of the team at Oxalis.”

The adoption of Jira Align facilitated a cultural shift within DHCS, fostering a greater emphasis on collaboration, continuous improvement, and data-driven decision-making. The organization embraced Agile principles and practices, such as Objectives and Key Results (OKRs), resulting in a more agile and responsive approach to project management.

With the newfound ability to track progress in real time and identify potential bottlenecks, DHCS has become a more strategic organization, aligning its efforts with its core mission of providing quality healthcare to Californians.

The successful implementation of Jira Align has not only improved efficiency and transparency but also empowered DHCS to make a more meaningful impact on the lives of the people they serve.

A Roadmap for Success in the Public Sector

The DHCS transformation showcases the power of combining Atlassian’s robust tools with expert consulting services to drive positive organizational change at scale.

By leveraging Jira Align, establishing standardized processes, and empowering teams with data-driven insights, DHCS exemplifies the potential for large, complex organizations to achieve enterprise agility and deliver greater value to their stakeholders.

This case study illuminates a pathway for other government agencies and enterprises seeking to enhance their operational efficiency, foster collaboration, and achieve greater impact in serving their communities.

Looking to achieve the same success as DHCS? Contact us today to enhance your operational efficiency with our Agile Services.

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Navigating Complex Repairs: Vigor Industrial’s Technology Journey

The Challenge

Vigor Industrial, a leading shipyard in the Pacific Northwest, serves both the U.S. Navy and commercial clients. They sought to expand their operations but faced significant hurdles. The aging U.S. Navy fleet demanded increasingly complex and time-consuming repairs, often plagued by supply chain disruptions and unexpected work requirements. This strained Vigor’s outdated paper and email-based management systems, resulting in errors and a lack of essential data for resource planning. These inefficiencies limited their capacity to take on larger contracts. Additionally, the Navy’s budgetary constraints between maintenance and fleet expansion further restricted available repair work.

To overcome these challenges, Vigor partnered with Oxalis. Their goal was a system that would streamline communication with the U.S. Navy and optimize the management of complex ship repair projects.

Oxalis’ Approach

Oxalis invested in understanding Vigor’s unique challenges, processes, and goals. This deep dive ensured our solution aligned with both immediate needs and Vigor’s long-term growth trajectory. By fostering trust and demonstrating expertise, we positioned ourselves as a true partner, not just a technology vendor.

Our iterative development approach delivered rapid value while managing costs for Vigor. Instead of a monolithic solution, we prioritized and tackled pain points incrementally. This resulted in a unified, adaptable system that seamlessly managed CFRs, Checkpoints, WAFs, RCCs, Required Reports, and Specifications.

Recognizing Vigor’s potential for technology adoption, we provided comprehensive documentation and training. This empowered their team, regardless of prior tech experience, to fully leverage the new system’s capabilities.

The Outcome

Oxalis delivered a transformative, scalable technology solution that streamlined Vigor’s operations across all yards and customer segments. This resulted in:

  • Optimized Workflows: Reduced cycle times and administrative overhead, freeing up resources for growth.
  • Proven Success: The early delivery of the complex USS Wayne E. Meyer (DDG 108) project – involving thousands of CFRs, Checkpoints, RCCs, and WAFs – showcased the system’s power.
  • Strengthened Partnership: This success solidified Vigor’s relationship with the US Navy.

Key System Features:

  • Centralized Work Management: Approvals, notifications, and collaboration tools for greater efficiency.
  • Seamless Subcontractor Integration: Dedicated portal for simplified CFR management and communication.
  • Automated Compliance: NMD integration and adherence to NIST 800-171 and DFARS 7012 standards.

Additional Benefits:

  • Effortless Reporting: Automatic PDF generation and email notifications
  • Enhanced Mobility: Potential for bolt-on mobile applications for flexibility
  • Data-Driven Insights: Comprehensive dashboard, SLAs, and process data for informed decision-making and continuous improvement.

The outcome: Vigor gained a powerful competitive edge, enhancing their operations and setting the stage for future expansion.

Services Provided

  • Project Management
  • Product Development
  • Change Management 
  • Training 
  • Transition Management 

Get Started with Oxalis

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Secure, Scalable, HIPAA-Compliant: Cambia’s Atlassian Cloud Journey with Oxalis

The Challenge

Cambia Health Solutions, a leader in healthcare innovation for over a century, faced a pivotal moment. With Atlassian Server reaching end-of-life, Cambia needed to transition to the cloud—but with HIPAA compliance as a non-negotiable requirement, the migration posed significant challenges.

Beyond compliance, Cambia sought:

  • A seamless migration for over 700 users from Atlassian Server to the cloud.
  • Stronger portfolio-level reporting through standardized workflows.
  • A scalable enterprise support model to serve 2,000 users efficiently.

They turned to Oxalis, a trusted expert in regulated industries, to lead the transformation.

The Oxalis Approach

Oxalis designed a strategic, phased migration to ensure security, efficiency, and minimal disruption.

Knowledge & Change Management: As teams transitioned, Oxalis helped build a robust Atlassian Knowledge Base, ensuring long-term adoption and self-sufficiency.

Enterprise Standard Workflows & Best Practices: We conducted a deep analysis of Cambia’s existing workflows, defining standardized Jira configurations that balanced structure with team flexibility.

HIPAA-Ready Security Architecture: Our team integrated Azure AD with Atlassian Access, meeting Cambia’s stringent InfoSec requirements while reinforcing compliance safeguards.

A Cohort-Based Migration Strategy: Rather than a one-size-fits-all approach, we rolled out migration waves tailored to each team’s priorities. Continuous feedback from each phase informed improvements for the next.

The Outcome

Cambia achieved a seamless, secure, and scalable cloud transition with measurable benefits:

Full Migration & Consolidation: 147 Rally workspaces successfully migrated to Jira Software Cloud, benefiting 700+ users.
HIPAA Compliance Maintained: Patient and sensitive health information remained fully protected.
Stronger Reporting & Insights: Standardized issue structures improved portfolio-level visibility across teams.
Streamlined Workflows: Agile teams gained greater efficiency and consistency, enabling faster project execution.

Services Provided

  • HIPAA-compliant cloud migration
  • Workflow optimization and standardization
  • Change and knowledge management
  • Jira reporting and project management

“I cannot speak highly enough of our external partner, Oxalis. Oxalis has been nothing short of top-notch — from a level of professionalism to a trusted Atlassian advisor, to a well-organized project team with great communication, and especially down to their personable, responsive project team members. I only half-joke when I say that the cutover plan for Phase One migration is a work of art. Thank you, Oxalis.”

HEIDI BROWN
Manager of Program Management, Cambia Health Solutions

Get Started with Oxalis: HIPAA-Compliant Cloud Solutions for Healthcare Innovation

Looking to achieve results like Cambia? Partner with Oxalis for HIPAA-compliant cloud solutions that enhance patient care, streamline operations, and ensure compliance.

Empowering a Nonprofit’s Growth Through Streamlined Operations

The Challenge

A nonprofit organization dedicated to agricultural innovation faced a critical growth bottleneck. Their passionate, but small team was overwhelmed by manual processes across multiple areas: facilities management, HR, security, onboarding, and large-scale event coordination. This unsustainable workload limited their capacity to scale their impactful work. They sought a solution that could integrate their workflows, streamline request management, and maintain their personalized, high-touch service approach.

Oxalis’s Approach

Oxalis conducted a comprehensive six-month discovery process, including on-site observations, email analysis, and in-depth interviews. This deep dive revealed inefficiencies and opportunities to alleviate the team’s administrative burden.

Oxalis then developed and presented multiple demo solutions, mapping the organization’s existing processes onto a tailored system. A unified Atlassian environment, leveraging Jira Service Management (JSM) and Confluence, was identified as the ideal fit.

To ensure a seamless transition, Oxalis implemented self-service documentation and rigorously tested the new system. Critically, they provided hands-on, instructor-led training to the HR and Operations teams, fostering successful adoption of the new tools.

“Oxalis successfully eliminated administrative tasks for our Senior Operations Manager, resulting in a remarkable time savings of over 10 hours per week. This significant reduction in workload empowered her to fully dedicate her attention and expertise to her core responsibilities.”

The Outcome

The nonprofit achieved a transformative shift in operational efficiency:

  • Unified Operations: The integrated Atlassian system streamlined workflows for both HR and Operations teams.
  • Enhanced Responsiveness: Request management was significantly improved, saving valuable time and boosting overall productivity.
  • Scalable Support: The organization could now provide robust internal support while maintaining a fast, user-friendly experience.
  • Data-Driven Growth: By eliminating data silos and manual processes, the organization gained a solid foundation for future expansion and team growth.
  • Strategic Focus: Freed from operational headaches, the nonprofit’s team could redirect their energy towards mission-critical initiatives.

Oxalis’s change management expertise not only solved immediate challenges but also empowered the nonprofit to strategically plan for long-term success. By embracing efficient systems and processes, the organization is now better positioned to drive positive change in the agricultural sector.

Get Started with Oxalis

Looking for similar results with a Unified Atlassian System ? Get started with the expert team at Oxalis today.

From Excel to Excellence: How Vigor Industrial Transformed Estimation and Fueled Growth

The Challenge

Vigor Industrial, a bustling Pacific Northwest shipyard, faced a critical turning point. Their Excel-based estimation process, once sufficient for U.S. Navy and commercial repairs, was now holding them back.

  • Fragile Macros & Delayed Retirements: Custom macros, meant to streamline work, became a liability. The expert behind them couldn’t retire, and no one else could maintain the fragile system.
  • Hidden Knowledge, Lost Opportunities: Past estimates were buried in shared drives, leading to duplicated efforts and missed learning opportunities.
  • Million-Dollar Mistakes: For large bids, multiple estimators working across different files led to disastrous copy-paste errors.

Vigor’s estimation process was the anchor preventing them from securing the bigger contracts they needed to grow.

Oxalis’s Approach

Oxalis didn’t offer a one-size-fits-all fix. Instead, we partnered with Vigor to create a tailored solution:

  1. Deep Dive into the Shipyard: Oxalis immersed ourselves in Vigor’s world, interviewing estimators, observing their workflow, and analyzing their existing tools.
  2. Blueprint for Success: A semi-functional mockup was created, allowing Vigor to provide feedback, prioritize features, and get everyone on board.
  3. Agile Development & Continuous Feedback: Oxalis built the Minimum Viable Product (MVP), incorporating Vigor’s input every step of the way.
  4. Empowering the Crew: Comprehensive training ensured estimators were confident using the new system.
  5. Charting the Course Ahead: A roadmap for future enhancements was established, ensuring continuous improvement.

The Outcome

Oxalis Advanced Estimation (OAE), a modern, online platform, revolutionized Vigor’s estimation process:

  • Real-Time Collaboration: Multiple estimators could work on a single bid seamlessly.
  • Accessible History: Past estimates became a valuable resource, guiding less experienced estimators and improving accuracy.
  • Ongoing Innovation: Oxalis’s bespoke product management approach ensures OAE continues to evolve to meet Vigor’s changing needs.

The Impact

OAE has unleashed Vigor’s full potential. By harnessing historical data and streamlining collaboration, they can now confidently pursue — and win — larger, more complex contracts. Their estimation process is no longer a bottleneck, but a powerful engine driving their growth.

Services Provided

  • Project Management
  • Asset Management
  • Change Management
  • Knowledge Management
  • Training & Transition Management
  • Product Development

About Vigor

Vigor is a diversified industrial business operating in six locations with approximately 2,300 people in Oregon, Washington and Alaska. Vigor builds projects for Aerospace and Defense, Energy and Infrastructure, and the Maritime Industry.

Get Started with Oxalis

Looking to achieve similar results to Vigor? Get started with the expert team at Oxalis today.

Explore in-depth details about Oxalis Advanced Estimation by downloading the comprehensive brochure now.

From Organic Growth to Enterprise-Wide Adoption: DHCS’ Atlassian Success Story

The Situation

The California Department of Health Care Services (DHCS) manages one of the most complex public healthcare programs in the nation.

Within DHCS, the Medi-Cal Enterprise Systems Modernization (MESMD) team successfully leveraged Jira Software and Confluence Cloud for agile software development and work management. Their success sparked an interest in expanding the Atlassian suite agency-wide to improve project visibility, collaboration, and scalability.

Before scaling, DHCS needed to ensure:

  • Access and permission structures aligned with security policies and could scale across the agency.
  • Standardized project templates to support both technical and business teams with varied methodologies (scrum, waterfall, hybrid).
  • Comprehensive onboarding and training to enable new users to quickly adopt Atlassian tools with minimal disruption.

To support this transformation, DHCS partnered with Oxalis, an Atlassian expert with deep experience in public sector project management, governance, and I

The Challenge:

DHCS faced key obstacles in expanding Atlassian adoption and project standardization:

  • Inconsistent permission structures – With multiple teams and external contractors, DHCS required a standardized permission model to protect sensitive data while allowing seamless collaboration.
  • Lack of structured onboarding – Many teams lacked experience with Atlassian tools, requiring custom training and process guidance.
  • Disjointed project methodologies – Teams followed varied project management styles, making it difficult to standardize reporting and governance.
  • Limited visibility into project portfolios – Leadership struggled to gain a unified view of project progress and resource allocation.

Oxalis’s Approach

Oxalis designed and executed a scalable, structured approach to Atlassian adoption across DHCS.

1. Standardizing Permissions and Security

  • Developed and implemented a unified permission scheme, ensuring consistent user access controls for employees and contractors.
  • Aligned permission structures with DHCS security policies, ensuring compliance and minimizing risk exposure.

2. Enhancing Training and Onboarding

  • Created customized training materials, including documentation and instructor-led sessions.
  • Onboarded over 500 users across 75 projects and five divisions, ensuring consistent tool adoption.
  • Provided role-based training tailored to both technical and business teams using scrum, hybrid, or waterfall methodologies.

3.Establishing Project Templates and Best Practices

  • Designed structured project templates to standardize workflows and enable rapid project setup.
  • Implemented enterprise-level reporting structures, allowing leadership to track project health across the organization.
  • Integrated portfolio-based reporting, ensuring all projects rolled up into a common enterprise hierarchy.

4.Fostering a Community of Practice

  • Created a Community of Practice to support collaboration, knowledge sharing, and best practices across project teams.
  • Provided post-implementation support to refine workflows, optimize configurations, and reduce technical debt.
  • Developed a Project and Portfolio Management (PPM) Maturity Model, charting a roadmap for continuous improvement.

The Outcome

With Oxalis’ expertise, DHCS successfully scaled its Atlassian Cloud implementation, resulting in:

  • 500+ users onboarded across 75 projects, accelerating agency-wide adoption.
  • Improved security and governance, with standardized permission models ensuring data integrity and controlled access.
  • Greater project visibility, with enterprise-wide reporting allowing leadership to track progress and resource allocation.
  • Faster onboarding and reduced time-to-value, ensuring new users and projects can begin using Atlassian tools quickly and efficiently.
  • A structured approach to PPM maturity, providing a clear path for ongoing improvements and scalability.

ABOUT DHCS

  • Headquarters: Sacramento, CA
  • Annual budget: $100BN
  • 3,400 employees
  • Serves 15+ million Californians

DHCS works to ensure access to quality health care services, manages funding allocations, and collaborates with stakeholders to improve health outcomes across the state.

SERVICES PROVIDED

  • Project Management
  • Knowledge Management
  • Change Management
  • Training & Documentation
  • Jira Software (JSW)
  • Confluence

CONCLUSION

  • Successful Enterprise-Wide Adoption 
  • Enhanced Security & Governance 
  • Improved Project Visibility 
  • Accelerated Onboarding & Time-to-Value
  • Scalable PPM Maturity Framework

By partnering with Oxalis, DHCS successfully transitioned from ad-hoc Atlassian adoption to a structured, scalable project management framework.

Through standardized permissions, structured onboarding, and portfolio-level visibility, Oxalis ensured that DHCS could effectively scale Atlassian tools to support its mission of delivering high-quality healthcare services.

This case study highlights Oxalis’ ability to drive enterprise-wide transformation through governance, training, and scalable IT solutions, ensuring smoother operations, improved collaboration, and long-term success in public sector organizations.

Get Started with Oxalis

Looking to achieve similar results to DHCS? Get started with the expert team at Oxalis today.