Legacy meets innovation in healthcare
Learn how CSS, a 120-year-old insurer, is transforming customer care through a grassroots innovation program - giving every employee a voice.
Impact with rready
Improved customer experience
through several employee-led projects
70+ new ideas validated
by engaging employees at every level
11+ ideas funded
for innovators to incubate their idea
The challenge
The Swiss health-insurance industry is among the most expensive and heavily regulated globally. Health-related costs are comparatively high and continue to rise yearly, leading to higher premiums. In 2024, health insurance premiums were expected to increase by over six percent on average.
To address this, the industry is undergoing rapid digital transformation—similar to other sectors—to offer effective solutions. The goal is to make health insurance more convenient and accessible for consumers while ensuring the system’s sustainability by curbing rising costs.
This is no easy feat. Companies like CSS must navigate strict regulations, which often make it difficult to implement new offerings and optimize processes. “It’s not like updating Office on your PC,” Daniel explains. Developing new digital services is a long-term effort, often sidelined by projects with more immediate value.
The solution
CSS launched an innovation program that empowers the workforce to develop ideas through a simple, gamified process based on the proven Kickbox methodology. The program is open to all employees, regardless of role or location, and requires no prior innovation experience, making it highly inclusive. The integrated software offers management a clear overview of innovation accounting to ensure efficient resource use.
New employees are introduced to the program during their induction, and it’s regularly promoted via intranet articles, project updates, and virtual events.
In the idea validation phase, employees receive CHF 1,000, 20% of their work hours, expert support, and the KICKBOOK - a step-by-step guide for idea validation. This structured support helps de-risk ideas through data and feedback.
After two months, employees present their progress to a cross-functional committee. If successful, ideas move to the pilot phase, and eventually to the market implementation phase, allowing full-time work on the project. Innovators can choose to continue internally or spin off a start-up, with up to CHF 100,000 in additional funding available.
Though advancing ideas and securing budget can be challenging, the program encourages early customer interaction to validate real-world interest. This strengthens the case for stakeholder buy-in.
High-impact Projects
Discover the ideas and concepts that emerged from employees through the inhouse innovation program at CSS.
