How Siloam Hospitals Secured 24/7 AWS Operations with ICS

Executive Summary

PT Siloam International Hospitals Tbk, Indonesia's largest private hospital network, entrusted its mission-critical AWS infrastructure to PT. Innovation Cloud Services (ICS), an AWS Premier Partner serving 500+ organizations across Southeast Asia. Through a disciplined Managed Services partnership, ICS provides 24/7 operational coverage for Siloam's digital backbone. The outcome: hospital staff gain the confidence that patient management systems, medical records, and clinical workflows remain available around the clock, while Siloam's internal IT team redirects energy toward digital innovation rather than infrastructure maintenance.

About PT Siloam International Hospitals Tbk

Siloam International Hospitals operates dozens of world-class medical facilities across Indonesia, serving millions of patients annually. Its digital ecosystem, from electronic medical records to real-time bed management, runs entirely on AWS. For Siloam, cloud infrastructure directly impacts clinical outcomes. When a doctor accesses a patient's history in the middle of the night or a lab system processes critical results during peak hours, reliability is foundational to safe, efficient care.

The Challenge: When Digital Downtime Means Clinical Disruption

As Siloam scaled its digital services, three operational gaps emerged that threatened its ability to deliver seamless care:

• The 24/7 Coverage Gap: Hospitals never close, yet internal IT teams often operate on standard shifts. Without round-the-clock infrastructure oversight, Siloam faced exposure during nights and weekends, periods when emergency departments often experience high digital traffic.

• Fragmented Accountability: Security patching, cost monitoring, and incident response were handled through disconnected workflows, creating visibility gaps and delaying resolutions during system underperformance.

• Innovation Capacity Drain: High-skilled IT professionals spent up to 40% of their bandwidth on routine maintenance, leaving limited capacity to develop new digital capabilities to enhance the patient experience.

About PT. Innovation Cloud Services (ICS)

PT. Innovation Cloud Services (ICS) is an AWS Premier Partner trusted by hundreds of organizations across Indonesia and Southeast Asia to operate mission-critical cloud environments. ICS brings validated expertise through specialized focus areas, including Migration and Modernization, Security, Resilience, GenAI, and DevOps automation. Rather than just offering technical support, ICS delivers operational certainty, allowing healthcare leaders to scale digital services with total confidence in their underlying foundation.

The Solution: Managed Services Built for Clinical Rhythms

ICS implemented a partnership model designed around hospital operations rather than just technical checklists:

• Single Point of Accountability: A dedicated Service Delivery Manager serves as Siloam's unified contact. For urgent clinical-impacting issues, a priority communication channel ensures rapid responses 24 hours a day.

• Proactive Coverage: ICS institutionalized 24/7 remote monitoring of critical workloads (patient records, lab systems, and pharmacy interfaces), monthly security posture reviews based on CIS Controls, and daily cost monitoring with instant anomaly alerts.

• Knowledge Transfer: Every incident resolution includes a documented handover session with Siloam's IT team. All documentation is provided in both Bahasa Indonesia and English, ensuring Siloam retains full ownership of its technology environment.

• Clinical-Impact Prioritization: ICS escalation protocols prioritize business impact; a failure in the patient registration system receives faster response than a non-critical analytics job, aligning technical urgency with clinical reality.

Results and Benefits

Business Outcome	How It Was Achieved
Closed Coverage Gaps	24/7 monitoring by ICS specialists eliminated infrastructure blind spots during nights and weekends, ensuring system stability even when the internal team was offline.
Strengthened Security Posture	Monthly security reviews institutionalized continuous improvement. Critical vulnerabilities identified during audits were remediated rapidly, creating a proactive governance model.
Predictable Cloud Economics	Daily cost monitoring enabled Siloam’s finance team to forecast monthly cloud spend with high accuracy, reducing budget variance to under 10%.
Redirected IT Capacity	By offloading routine maintenance to ICS, Siloam’s internal IT team increased their focus on strategic projects, such as telemedicine enhancements and diagnostic system integrations.
Architectural Scalability	Bi-annual Well-Architected Framework Reviews ensured Siloam’s infrastructure evolved alongside hospital expansion, ensuring new clinic openings do not strain existing digital foundations.

The Bottom Line

For Siloam Hospitals, partnering with ICS transformed cloud operations from a potential vulnerability into a strategic asset. By entrusting 24/7 infrastructure management to AWS specialists, Siloam empowered its clinical and IT teams to focus on what they do best: delivering exceptional patient care and building digital capabilities that strengthen Indonesia's healthcare ecosystem.