The Customer
A leading private healthcare group in Indonesia, established in 2006 as a pioneer in women’s and children’s healthcare. The group operates nine hospitals nationwide and serves as a referral hub for complex medical cases through centres of excellence in cardiovascular care, fertility, and paediatrics.
The Brief: Maintaining Premium Standards In Complex Environments
The engagement required managing a large and diverse workforce while maintaining the premium standards expected of high-end healthcare facilities.
Key challenges included:
- Managing a multi-skilled workforce with varied capabilities
- Delivering a seamless transition from the incumbent provider
- Aligning operational schedules with a dynamic and demanding tenant mix
- Ensuring consistent training and quality standards in line with OCS expectations
Our Approach: Structured And Responsive Delivery
To meet these requirements, OCS implemented a structured operating model designed to ensure service continuity and compliance:
- Key Personnel Deployment
- Appointment of a Key Account to oversee operations and coordination.
- Seamless Transition & Training
- Retention of incumbent staff where appropriate, with onboarding aligned to OCS service protocols.
- Innovation in Operations
- Deployment of a workplace management system to improve efficiency, visibility, and responsiveness.
- Regulatory Compliance
- Full adherence to government requirements on minimum wage, BPJS, severance, and overtime payments.
Key Results
-
IDR 20B
annual contract value
-
9 hospitals
supported
-
230+ colleagues
deployed
-
1 Seamless
Day-One Transition
The Outcomes: Service Continuity And Enhanced Performance
Through structured planning, workforce alignment, and the introduction of digital management tools, OCS delivered continuity from the very first day of operations.
- Smooth Onboarding
- Seamless transition from day one, ensuring uninterrupted services.
- Elevated Standards
- Improved service delivery through structured training and operational innovation.
- Productivity Gains
- Role alignment and digital monitoring tools enhanced workforce efficiency.
- Customer Confidence
- Transparent communication and visible improvements strengthened customer trust.
Conclusion
This partnership highlights how modern FM delivery in Indonesia’s healthcare sector requires more than service provision. Through structured planning, governance, and innovation, OCS enables hospitals to maintain premium service standards, ensuring safe, reliable, and patient-centred care environments.
