WSTW Nachhaltigkeit 2008 en 15228

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Title: Harald Rumpeltes,
Wiener Linien GmbH & Co. KG,
Project Leader of Comprehensive
Energy Management for Wiener
Linien Buildings
DRIVING VIENNAS FUTURE
SUSTAINABILITY REPORT
GROUP KEY INDICATORS
KEY FINANCIAL PERFORMANCE FIGURES
1)
2008 % 2007 2006
Consolidated turnover EUR m 2,767.8 15.4 2,397.8 2,378.5
Group result on ordinary activities EUR m 8.3 -81.9 45.9 46.0
Consolidated operating result EUR m -26.1 -66.5 -78.0 -89.7
Consolidated nancial result EUR m 34.3 -72.3 123.9 135.7
Consolidated net result for the period EUR m 9.6 -80.8 50.0 47.5
Investments in tangible assets EUR m 748.0 -9.5 826.9 744.0
Depreciation and amortisation EUR m 469.4 1.5 462.3 463.7
KEY OPERATIONAL FIGURES 2008 % 2007 2006
Electricity sales
2)
GWh 8,726.9 -0.1 8,733.9 9,030.4
Natural gas sales
2)
GWh 8,623.6 20.7 7,144.8 9,650.5
District heating sales
3)
GWh 5,435.2 19.9 4,532.9 5,755.4
Passengers m 803.6 1.3 793.0 772.1
Number of funeral services Number 17,955 1.8 17,630
4)
18,502
KEY PERSONNEL FIGURES 2008 % 2007 2006
Total number of employees (annual average)
5)
15,104 4.0 14,496 14,334
Total number of apprentices (annual average) 353 7.3 329 317
Personnel expenses EUR m 954.8 2.1 935.5 901.7
Training and further education expenses EUR m 5.9 8.0 5.5 5.2
Total number of further education days 63,447 25.5 50,541 49,441
KEY ENVIRONMENTAL FIGURES (EMISSIONS)
1)
2008 % 2007 2006
Total CO
2
emissions t 2,808,163 23.3 2,277,290 2,964,188
Emissions from the production
of heating and electricity t 2,660,559 20.4 2,209,634 2,882,337
Fleet emissions t 53,158 11.9 47,494 50,223
Air pollutants
6)
Total NO
x
t 1,343 -2.7 1,380 1,311
Total SO
2
t 128 0.8 127 326
Wiener Linien eet air pollutants
7)
Particulate matter t 1.8 -5.3 1.9 2.0
KEY ENVIRONMENTAL FIGURES
(ELECTRICITY PRODUCTION)
1)
2008 % 2007 2006
Total quantity of electricity produced (GWh) GWh 5,432.9 16.6 4,661.3 5,619.3
of which electricity from
thermal power stations % 86.73 85.80 90.50
hydropower % 8.89 8.96 7.66
wind turbines % 1.35 1.25 0.83
biomass % 2.77 3.70 0.76
waste % 0.22 0.25 0.21
other plants % 0.03 0.04 0.04
1)
Wien Energie nancial year runs from 1 October to 30 September
2)
Vertriebs-KG
3)
Including local heating
4)
In 2007, the company responsible for funerals changed the way it recorded exhum-
ations, eliminating double counts. As a result, it is not possible make comparisons
with the gures for 2005 and 2006.
5)
Excluding those on parental leave, national service, trainees and apprentices
6)
Adaptation to current reporting limitations: WS, WEF, EC, WL and WLB
7)
Bus eet, excluding rail vehicles
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Linien Buildings
DRIVING VIENNA
SUST
1)
2008 % 2007 2006
Electricity sales
2)
GWh 8,726.9 -0.1 8,733.9 9,030.4
Natural gas sales
2)
GWh 8,623.6 20.7 7,144.8 9,650.5
3)
GWh 5,435.2 19.9 4,532.9 5,755.4
Passengers m 803.6 1.3 793.0 772.1
4)
18,502
5)
15,104 4.0 14,496 14,334
1)
2008 % 2007 2006
Total CO
2
emissions t 2,808,163 23.3 2,277,290 2,964,188
Air pollutants
6)
Total NO
x
t 1,343 -2.7 1,380 1,311
Total SO
2
t 128 0.8 127 326
7)
1)
2008 % 2007 2006
hydropower % 8.89 8.96 7.66
biomass % 2.77 3.70 0.76
waste % 0.22 0.25 0.21
other plants % 0.03 0.04 0.04
1)
2)
Vertriebs-KG
3)
4)
5)
6)
7)
Vienna is the city which oers the highest quality of life within the European Union. We, Wiener Stadtwerke
and its a liated companies, are proud to be part of this city and to be able to make a contribution to achiev-
ing this remarkable feat. We are not only one of the largest employers in the region and a key motor for regional
economy, but we also ensure the reliable provision of essential services in the Vienna metropolitan area. Our
role is to ensure the collective well-being of the city and, in doing so, we see ourselves as a partner to Viennas
population and economy in every area of daily life. With an eye on sustainability, the focus of our attention is
not just on commercial targets, but also on ecological and social ones, too. This is documented in particular in
our current sustainability programme (from page 72).
VIENNA IN GOOD HANDS
LIST OF HOLDINGS (IN %)
VERBUND 11.51
PORR 2.76
TEERAG-ASDAG 47.19
WIENIT 100
WIENCOM 100
GWSG 100
VERMGENSVERWALTUNG 100
WIENER LOKALBAHNEN 99.94
FERNWRME WIEN 100
BIOMASSEKRAFTWERK 33.33
GEOTHERMIEZENTRUM ASPERN 80
WIEN ENERGIE GASNETZ 100
WIEN ENERGIE ERDGAS MOBIL 100
WIEN ENERGIE SPEICHER 100
AUSTRIA FERNGAS in liquidation 23.75
WIEN ENERGIE VERTRIEB 33.33
ECONGAS 15.7
ENERGIECOMFORT 100
C.E.U. 100
AUSSEER FERNWRME 100
HAUSCOMFORT 100
HUNGARY ENERGETIK 100
SPRAVBYTKOMFORT 55
FERNWRME KSZEG 50
TT ENERGIE 50
ORTSWRME SEEFELD 50
ORTSWRME OBERSTAUFEN 50
BYTKOMFORT 49
ORTSWRME GRN 24.86
ORTSWRME TANNHEIM 24.86
Valid: 31 December 2008
WIEN ENERGIE 100
ENERGIEALLIANZ AUSTRIA 45
E&T 45
BURGENLAND HOLDING 6.59
WIEN ENERGIE STROMNETZ 100
WIENSTROM 100
B-S ENERGIA 100
WS RENEWABLE ENERGY HYDRO 100
WINDNET 85
PAMA-GOLS 50
TOPLAK 50
POLSKA SILA WIATRU 50
EASTERN EUROPEAN HYDRO POWER 49
ENERGIEPROJEKT ZURNDORF 40
KRAFTWERK NUSSDORF 33.33
VERBUND AUSTRIAN THERMAL-
POWER
3.06
VERBUND AUSTRIAN HYDRO-POWER 2.94
VERBUND 1.17
WIENER LINIEN 100
WIENER LINIEN VERKEHRSPROJEKTE 100
BESTATTUNG WIEN 100
DIEBESTATTUNG 100
SARGERZEUGUNG ATZGERSDORF 100
FRIEDHFE WIEN 100
KREMATORIUM WIEN 100
DRUCKEREI LISCHKAR 63.64
BETEILIGUNGSMANAGEMENT 100
PARKRAUM WIEN MANAGEMENT 100
STPM 99.9
IWS 44
IMPORTKOHLE 33
TELEREAL 25
CITY OF VIENNA
WIENER STADTWERKE HOLDING AG 100
IMPRINT
PUBLISHED BY
Wiener Stadtwerke Holding AG
Schottenring 30
1011 Vienna
Austria
Telephone: +43 (0)1 531 23-0
nachhaltigkeit@wienerstadtwerke.at
www.wienerstadtwerke.at
PROJECT MANAGEMENT
Isabella Kossina
Group Sustainability O cer of Wiener Stadtwerke
General Manager of Wiener Stadtwerke Beteiligungs-
management GmbH (bmg)
CONCEPT AND CONSULTING
Barbara Zeschmar-Lahl, bzl Kommunikation
und Projektsteuerung GmbH, Oyten (d)
Thomas Loew, Institute 4 Sustainability, Berlin (d)
Christian Plas, denkstatt GmbH, Vienna
Communications consultancy
Kirchho Consult AG Vienna/Hamburg (d)
DESIGN
IMAGES
Peter Rigaud, Vienna
Niko Formanek, Vienna
Robert Herbst, Point of View
Kurt Keinrath, Vienna
Inge Prader, Vienna
Klaus Vyhnalek, Vienna
Friedrun West, Vienna
FURTHER IMAGES
Wiener Stadtwerke, Wiener Linien,
Wien Energie, Stadt Wien, Tchtertagbro
TRANSLATION
Anglo-Austrian Communications, Lower Austria
PRINTING AND FINISHING
Druckerei Lischkar, Vienna
Printed on environmentally friendly o ce paper
from the koKauf Wien sample folder
PHOTOGRAPHS OF THE FOLLOWING
PERSONNEL ARE INCLUDED IN THIS REPORT
Harald Rumpeltes (Title image)
Wiener Linien GmbH & Co. KG, Project Leader
of Comprehensive Energy Management
for Wiener Linien Buildings
Ilona Matusch (page 3)
Wien Energie GmbH, Corporate
Communications, Deputy Spokesperson
Patrizia Kaiser (page 22)
Deputy Head of Construction Phase
Claudia Weichpold (page 44)
Wien Energie Vertrieb GmbH & Co. KG,
Market Research, Process and Data Management
Josef Wieser (page 52)
Wien Energie Fernwrme,
Shift Electrician at the Pfaenau facility
Franz Steininger (page 58)
Bestattung Wien GmbH, Commercial Department,
Sustainability O cer
Birgit Hammerschmid (page 66)
Wiener Stadtwerke Holding AG,
Group Communication
PRINT DEADLINE
18 March 2009
VERBUND 11.51
PORR 2.76
TEERAG-ASDAG 47.19
WIENIT 100
WIENCOM 100
GWSG 100
FERNWRME WIEN 100
ECONGAS 15.7
ENERGIECOMFORT 100
C.E.U. 100
HAUSCOMFORT 100
SPRAVBYTKOMFORT 55
FERNWRME KSZEG 50
TT ENERGIE 50
ORTSWRME SEEFELD 50
BYTKOMFORT 49
ORTSWRME GRN 24.86
WIEN ENERGIE 100
E&T 45
WIENSTROM 100
B-S ENERGIA 100
WINDNET 85
PAMA-GOLS 50
TOPLAK 50
POWER
3.06
VERBUND 1.17
WIENER LINIEN 100
BESTATTUNG WIEN 100
DIEBESTATTUNG 100
FRIEDHFE WIEN 100
STPM 99.9
IWS 44
IMPORTKOHLE 33
TELEREAL 25
CITY OF VIENNA
IMPRINT
PUBLISHED BY
Schottenring 30
1011 Vienna
Austria
Telephone: +43 (0)1 531 23-0
PROJECT MANAGEMENT
Isabella Kossina
DESIGN
IMAGES
Inge Prader, Vienna
FURTHER IMAGES
TRANSLATION
Group Communication
PRINT DEADLINE
18 March 2009
154
GIRLS TOOK PART IN THE
VIENNA DAUGHTERS DAY
(WIENER TCHTERTAG) EVENT
WITH WIENER STADTWERKE.
THE AIM IS TO MAKE TECHNICAL
PROFESSIONS INTERESTING
FOR THEM.
27
NEW, LOW-EMISSION LIQUID-GAS-
POWERED BUSES AND 62 NEW COM-
PRESSED NATURAL GAS (CNG)-POWERED
CARS HELP TO REDUCE FINE PARTICULATE
MATTER (PM) POLLUTION.
15,104
EMPLOYEES, AS WELL AS 353 APPREN-
TICES (ANNUAL AVERAGE) WORK FOR
WIENER STADTWERKE GROUP. AN ADD-
ITIONAL 600 APPRENTICES ARE SET TO
BE TAKEN ON EACH YEAR UNTIL 2013.
26
ENERGY-EFFICIENT TYPE V UNDER-
GROUND RAILCARS PURCHASED FOR
THE U1-U4 UNDERGROUND LINES, 17 OF
WHICH ARE ALREADY IN OPERATION.
14%
FEWER ACCIDENTS AT WORK
INVOLVING OUR EMPLOYEES.
719
GWH OF ELECTRICITY
PRODUCED FROM RENEWABLE
SOURCES OF ENERGY.
319
IDEAS SUBMITTED BY EMPLOYEES IN THE IDEA
FACTORY, A QUARTER OF WHICH HAVE BEEN
IMPLEMENTED.
PUBLIC TRANSPORT MODAL SPLIT
PUBLIC TRANSPORT
MIT
MOTORISED INDIVIDUAL
TRANSPORT (CAR DRIVERS,
PASSENGERS AND MOTOR-
CYCLISTS)
NMIT
NON-MOTORISED INDIVIDUAL
TRANSPORT (BICYCLE, ON FOOT)
772.1 M PASSENGERS
793.0 M PASSENGERS
803.6 M PASSENGERS
GROUP HIGHLIGHTS 2008
35%
PUBLIC TRANSPORT MODAL SPLIT TRAM, BUS AND
UNDERGROUND STAY AHEAD OF CAR TRAFFIC
2008
2006
2007
35%
35%
34%
32%
31%
33%
33% 35% 32%
GROUP SUSTAINABILITY OFFICER
OF WIENER STADTWERKE GROUP
Isabella Kossina
General Manager of Wiener Stadtwerke
Beteiligungsmanagement GmbH (bmg)
Telephone: +43 (0)1 531 23-74810
SUSTAINABILITY OFFICER OF
WIENER STADTWERKE HOLDING AG
Markus Pinter
Head of the O ce of the Board of Management
Telephone: +43 (0)1 531 23-73913
markus.pinter@wienerstadtwerke.at
GROUP COMMUNICATION
Robert Hierhold
Wiener Stadtwerke Group Spokesperson
Telephone: +43 (0)1 531 23-73973
robert.hierhold@wienerstadtwerke.at
CONTACT DETAILS OF OUR
GROUP COMPANIES
FURTHER INFORMATION
The following publications are available for you
to download (in German) from our sustainability
portal www.nachhaltigkeit.wienerstadtwerke.at
by clicking on the link Servicefunktionen:
gri supplement report: supplementary
infor mation to the sustainability report
Protecting the environment: Introduction,
political milestones and starting points for
Wiener Stadtwerke

Services of general interest: Political concept
and services provided by Wiener Stadtwerke
Energy e ciency: Concepts, calculation
and relevance to protecting the environment
Both the current and previous sustainability
reports are available here for download.
The portal will continue to serve as a platform
for providing in-depth information on specic
sustainability topics at Wiener Stadtwerke.
The online version of the Wiener Stadtwerke
Annual Report 2008 can be found at the following
address:
www.geschaeftsbericht2008.wienerstadtwerke.at
CONTACT PARTNERS AND
ADDITIONAL INFORMATION
CONTACT PARTNERS 92
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ACTIONS INSTEAD OF WORDS
WE WOULD LIKE TO EXPRESS OUR GRATITUDE TO THE
SUSTAINABILITY OFFICERS WHO, THROUGH THEIR
DEDICATION, HAVE BEEN CRUCIAL IN IMPLEMENTING
THE SUSTAINABILITY PROCESS THROUGHOUT THE GROUP
AND MADE IT POSSIBLE TO CREATE THIS REPORT.
WE WOULD ALSO LIKE TO THANK OUR EMPLOYEES FOR
THEIR COMMITMENT AND FOR PROVIDING US WITH STATE-
MENTS AND PHOTOS WHICH CONSTITUTED AN INTEGRAL
PART OF THE LAYOUT OF THIS REPORT.
EVERY TWO YEARS, MEMBERS OF THE INTERNATIONAL ASSOCIATION FOR
PUBLIC TRANSPORT (UITP) GATHER FOR THEIR WORLD CONGRESS THIS TIME,
IN VIENNA IN JUNE 2009. WIENER LINIEN IS ONE OF THE HOSTS. READ MORE
ABOUT THIS ON PAGE 24.
24
EMPLOYEE SATISFACTION IS VERY IMPORTANT TO
US AND SO, IN 2007, WE CARRIED OUT YET ANOTHER
GROUP-WIDE SURVEY TO ASSESS HOW SATISFIED
OUR EMPLOYEES ARE. THE RESULT: AROUND 400 NEW
SUGGESTIONS WERE MADE. READ MORE ABOUT THIS
ON PAGE 58.
58
IN 2008, WE DRAFTED 131 MEASURES DESIGNED TO IM-
PROVE OUR LEVEL OF SUSTAINABILITY STILL FURTHER.
TO FIND OUT WHAT WE HAVE ACHIEVED SO FAR AND
WHICH OBJECTIVES ARE STILL TO BE REACHED, READ
FROM PAGE 72.
4.13 Memberships 15
4.14 List of stakeholder groups
4.15 Identication and selection
of stakeholders

4.16 Forms of consultation with
stakeholders

4.17 Key topics and requests
resulting from consultation
with stakeholders

MANAGEMENT APPROACH
DMA Management approach
to economic, ecological
and social issues
ECONOMIC PERFORMANCE INDICATORS
EC1 Economic value directly
generated and distributed
46 49,

67
EC3 Coverage of dened benet
plan obligations

EC4 Signicant nancial assistance
received from government

EC7 Employing management
personnel from the
local community

EC8 Infrastructure investments
and services provided
primarily for public benet

EC9 Signicant indirect economic
impact of Wiener Stadtwerke

ENVIRONMENTAL PERFORMANCE INDICATORS
EN3 Direct energy consumption
by primary energy source
Facts and information
EN4 Indirect energy consumption
EN6 Initiatives to provide renewable
sources of energy and improve
efciency
55 56, 78
Ecology
EN7 Initiatives to reduce indirect
energy consumption
Energy consumption
EN8 Total water withdrawal
by source
EN9 Water sources signicantly
affected by withdrawal of water

EN11 Land in or adjacent to pro-
tected areas or areas of high
biodiversity value outside
protected areas

EN12 Signicant impacts on biodi-
versity in protected areas and
areas of high biodiversity value
outside protected areas

EN16 Total direct and indirect
greenhouse gas emissions
by weight
54
EN17 Other relevant indirect
by weight
EN18 Initiatives to reduce green-
house gas emissions
55 57, 73, 78 80
EN19 Emissions of ozone-depleting
substances by weight

EN20 NO
x
, SO
x
and other signicant
air pollutants by type
and weight
Cover ap
EN21 Total water discharge
by quality and destination
EN22 Total weight of waste by type
and disposal method
EN23 Total number and volume
of signicant spills
none
EN26 Initiatives to mitigate environ-
mental impacts of products
and services, and extent of
impact mitigation

SOCIAL PERFORMANCE INDICATORS
LA1 Total workforce by employ-
ment type, employment
contract, and region
Cover ap
LA4 Percentage of employees
covered by collective bargain-
ing agreements
LA7 Rates of injury, occupatio-
nal diseases, lost days, and
absenteeism, and number of
work-related fatalities
75, Safety at Work
LA8 Education, training, counse-
ling, prevention, and risk-
control programs regarding
serious diseases
75, Health
LA10 Average hours of training
per year per employee by
employee category
62 63, 76, Personnel
development
LA 12 Employees receiving regular
performance and career
development reviews
63, Personnel devel-
opment
LA13 Composition of governance
bodies and breakdown of
employees per category
according to gender, age
group, minority group mem-
bership, and other indicators
of diversity
64 65, ,
Supporting women
HR1 Signicant investment agree-
ments that include human
rights clauses or that have
undergone human rights
screening

HR2 Percentage of signicant
suppliers and contractors that
have undergone screening on
human rights and actions taken

HR5 Operations identied in which
the right to exercise freedom
of association and collective
bargaining may be at signi-
cant risk

SO1 Programmes and practices
that assess and manage the
impacts of operations on
communities

PR1 Life cycle stages in which
health and safety impacts of
products and services are
assessed for improvement,
and percentage of signicant
products and services
cate gories subject to such
proce dures

PR5 Practices related to
customer satisfaction
36 37, 39 41, 48 49
SUSTAINABILITY PORTAL www.nachhaltigkeit.wienerstadtwerke.at
ANNUAL REPORT www.geschaeftsbericht2008.wienerstadtwerke.at
GRI SUPPLEMENTARY REPORT www.nachhaltigkeit.wienerstadtwerke.at/downloads
FULLY MET PARTIALLY MET
CONTENTS BASED ON GRI INDEX 91
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COMPANY
4 GREETING MESSAGE FROM VIENNAS MAYOR MICHAEL HUPL
5 GREETING MESSAGE FROM VIENNAS DEPUTY MAYOR
RENATE BRAUNER
6 THE BOARD OF MANAGEMENT OF
8 FOREWORD BY THE BOARD OF MANAGEMENT
10 OUR COMPANY: AN OVERVIEW
12 SUSTAINABILITY MANAGEMENT
THROUGHOUT VIENNA
18 STATEMENTS ON VIENNA
20 VIENNA HIGHLIGHTS
ECONOMY
44 VIENNA WHY LIVE SOMEWHERE ELSE?
OUR CONTINUAL INVESTMENT IN SUSTAINABILITY
SERVICES OF GENERAL INTEREST
OUR CLOSELY-KNIT NETWORK OF BUSES,
TRAMS AND UNDERGROUND LINES
ECOLOGY
VIENNAS HIGHEST QUALITY OF LIVING
EMPLOYEES
OUR COMPETENT EMPLOYEES
72 OUR SUSTAINABILITY PROGRAMME
SERVICE
84 ABOUT THIS REPORT
86 GLOSSARY
90 CONTENTS BASED ON GRI INDEX
92 CONTACT PARTNERS AND
ADDITIONAL INFORMATIONS
IMPRINT
TABLE OF CONTENTS
SOCIETY
OUR CULTURAL AND SPORT PROMOTION
ACTIVITIES
Ilona Matusch,
Wien Energie GmbH,
Corporate Communications,
Deputy Spokesperson
DEAR READER,
sustainable forms of mobility. This means that
Wiener Linien satises the basic needs of individual
citizens and societies for access to goods, work,
education, leisure activities and information [...] in
a way which can be reconciled with peoples health
and protecting the eco-system, and which assumes
responsibility for the well-being of future generations.
Put more succinctly: We have committed ourselves
to building a socially just society which oers the
best opportunities for everyone, while also wanting
to behave responsibly towards our environment.
There is a wealth of evidence to show that we are
succeeding in this. The current public transport
modal split in Vienna has, since 2006, risen to 35%,
and Wien Energie has achieved international renown
for its focus on using renewable sources of energy.
This level of success would not have been possible
without the dedication shown by the companys
employees. With this in mind, I would like to take
this opportunity to personally express my gratitude.
Without your eorts, this city would not possess
what it has today a quality of life like no other.
Michael Hupl
Mayor and Regional Governor of Vienna
This year, Wiener Stadtwerke is publishing its second
sustainability report. This successful company, which
is wholly owned by the city and takes care of its fun-
damental needs, makes a signicant contribution to
ensuring that Vienna retains its pos ition in the eu as
the city with the best quality of life.
In my capacity as Mayor of the City of Vienna, as
President of the Association of Austrian Cities and
Towns and as President of the Congress of Local
and Regional Authorities of Europe, I am especially
pleased that this report, with its emphasis on mobility,
will also be published in English in time for the 58
th

uitp Congress in Vienna. Vienna has been a member
of the International Association of Public Transport
(Union Internationale des Transports Publics, uitp)
since its inception, and is currently repre sented by
Wiener Linien. Last year, Wiener Linien signed the
uitp Sustainability Charter, committing to pursue
4 GREETING MESSAGE
DEAR READER,
given rst-class training, and 4,000 employees will
join the company. By investing consistently high
amounts, Wiener Stadtwerke guarantees further
jobs and ensures contracts worth billions of euros
throughout the entire eastern region during this
di cult economic phase.
The people of Vienna can rely on Wiener Stadtwerke
for its stability, high level of supply quality and
un rivalled service. These services are the result of
the professionalism and dedication shown by each
and every employee of Wiener Stadtwerke, 365 days
a year. In 2008, the company made a signicant
contribution to ensuring the success of the European
Football Championship, the largest sporting event of
its kind ever to have been held in Austria. The City of
Vienna received a considerable amount of positive
feedback, both from Wiener Stadtwerke customers in
Vienna and from the visitors who came from all over
Europe to attend the event. Viennas tourism indus-
try also beneted, generating a total of more than
eur 4 billion in revenue last year alone and employ-
ing over 70,000 people.
I would like to take this opportunity to express my
gratitude to the 15,100 employees of Wiener Stadt-
werke for their dedication and to commend them for
their outstanding achievements.
Renate Brauner
Deputy Mayor and Town Councillor for Finances,
Economic Policy and Wiener Stadtwerke
Vienna oers a quality of a life which is matched by
no other city in the European Union while, at the
same time, setting an example to other cities around
the world through the level of quality and acces-
sibility of its public services. That Viennas essen-
tial services have been applauded in such a way is
also the culmination of our strategy to expand and
strengthen public services in our city over a number
of decades.
I am more convinced than ever that public owner-
ship is set to play a key role in the economy, for it is
during times such as these that it becomes evident
just how important our communal strategy is for
Vienna as a centre of business. By this token, the
company responsible for providing essential services
to Vienna, Wiener Stadtwerke, has earmarked the
considerable sum of over eur 4.2 billion to invest in
expanding Viennas infrastructure over the next ve
years. During this time, 600 new apprentices will be
5
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GREETING MESSAGE
THE BOARD OF MANAGEMENT OF
Martin Krajcsir
Vice Chief Executive O cer
Gabriele Payr
Chief Executive O cer
Gabriele Domschitz
Member of the Board of Management
Helmut Miksits
Member of the Board of Management
Members
(from left to right)
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THE BOARD OF MANAGEMENT OF WIENER STADTWERKE HOLDING AG 6
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There were, however, a number of delays, notably
with regards to the project Repowering the Simmer-
ing 1 power plant, which could not be completed as
planned in 2008 and is now due for completion in
early 2009. Work on nalising the strategy on energy
e ciency had to be postponed to 2009, seeing as the
associated legislation remained unclear in 2008.
Finally, the target to convert 74 double tram cars
owned by Wiener Linien was pushed back to 2010.
A comprehensive overview of the status of our tar-
gets and measures can be seen in our sustainability
programme from pages 72 to 83.
The content of the sustainability process is also
important to us, being permanently driven by a now-
proven policy of sustainability management. After
all, Wiener Stadtwerke is faced with a number of
considerable challenges. One of these is the fact that
our workforce has increased by several hundred
persons as a result of the takeover of Stdtische
Friedhfe Wien (the former Municipal Department 43),
and we plan to integrate them eectively into our
group. Our policies of gender mainstreaming and
supporting women are being given considerable
impetus, but we still have a way to go here. Demo-
graphic changes also present us with a number of
challenges as far as both the employees and our
customers are concerned. For example, the mobility
needs of a society change as its age pyramid alters.
Another signicant challenge lies in the sensitive
areas of security of supply and climate protection. To
this end, we have increased the share of energy pro-
duced from renewable sources, while also improving
the e ciency of our plants. However, we also have
DEAR READER,
Wiener Stadtwerke published its rst sustainability
report in 2008, achieving third place at the Austrian
Sustainability Report Award (asra) in the category
Large Companies. In our capacity as the Wiener
Stadtwerke Board of Management, we are pleased to
have been awarded this accolade and would like to
express our gratitude to every employee who worked
on compiling the sustainability report and, more im-
portantly, to every employee who lives and breathes
sustainability every day at Wiener Stadtwerke.
By attaining gri level b, our second sustainability
report has achieved a standard superior to that of
the previous years report (gri, page 90/91). An add-
itional challenge lay in documenting the progress
made with a view to reconciling this with the targets
and measures set out in our ambitious 2008 sustain-
ability programme.
As the result shows, we are on the right track. Wiener
Stadtwerke has made good progress on its way to
achieving sustainability. We were able to complete
work on expanding the u2 underground line to the
Stadion station in time for the European Football
Championships in summer 2008, helping to make
this event a resounding success, not least because
of this achievement and our dedicated employees.
It was also possible to reduce the number of work-
place accidents from 7.4 to 6.1%, and to create
additional jobs for people with special needs. Based
on the employee survey, a number of measures to
improve the working environment were introduced
in each group company. The companys internal
suggestion scheme was also successfully modernised,
with 319 suggestions being made in 2008.
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FOREWORD BY THE BOARD OF MANAGEMENT
The challenges which Wiener Stadtwerke has set it-
self are as diverse as the broad spectrum of services
which we provide through our a liated companies.
It is therefore necessary to dene focal areas when
compiling our sustainability report. With this in
mind, we intend to focus in depth on a dierent core
area of our business activities every year, along-
side reoccurring contents such as the sustainability
programme. In view of the fact that the uitp World
Congress is being held in Vienna in June 2009, the
business area of transport was the focus of the report
this year, whereas our next sustainability report will
be largely dedicated to sustainability issues in the
eld of energy.
Whether you are a customer, employee or partner of
our group, we hope you enjoy reading our current
sustainability report and that you are encouraged
to make even greater use of our sustainable transpor-
tation and energy services.
to confront the challenges posed by the European
market and those posed by the European policy on
climate change. This demands a forward-looking
group control system which does not just identify
and mitigate risks, but also recognises and seizes
opportunities.
In our position as a communal infrastructure service
provider, this is our unique responsibility to both
our customers and our shareholders. As a result, it is
our desire to highlight the value-added of a company
in communal ownership. The goal is not to maxi -
mise short-term prots, but to encourage the sustain-
able growth of our customers quality of life while
also ensuring the commercial viability of the group.
Quality of life includes security of supply with envir-
onmentally friendly energy and an attractive local
public transportation service. To this end, we have
earmarked eur 4.2 billion for investment over the
next ve years, with the aim of adding impetus to
increasing security of supply in the eld of energy in
these times of economic uncertainty and of expand-
ing the range of public transportation services avail-
able by extending the underground network.
Martin Krajcsir
Vice Chief
Executive O cer
Helmut Miksits
Member of the Board
of Management
Gabriele Payr
Chief Executive O cer
Gabriele Domschitz
Member of the Board
of Management
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FOREWORD BY THE BOARD OF MANAGEMENT
OUR COMPANY: AN OVERVIEW
Our core business covers a broad range of services
and competencies which play a key role in providing
essential services to the Vienna region. This includes
ensuring the supply of electricity, gas and heat, as
well as providing local public transportation services.
In addition to these, we oer our customers other
services such as energy and facility management,
funeral services and grave maintenance, as well as
services in the eld of telecommunications/informa-
tion technology. In order to be able to ensure consist-
ently high standards when performing these services,
we constantly inspect, service and expand the most
important infrastructure networks in the Vienna
area: electricity, gas, district heating, underground,
tramline and the bre optic networks.
Vienna is one of a handful of cities around the world
which oer exceptional quality of life, enjoying con-
sistently high scores in international rankings. In
2008, Vienna managed to improve on its performance
in the preceding year, rising one position to share
second place in the annual Quality of Living Survey
carried out by Mercer. The 39 categories assessed in
the course of this survey include the supply of energy
and local public transport services which, in Vienna,
are ultimately provided by Wiener Stadtwerke.
AN INTRODUCTION TO WIENER STADTWERKE
The history of Wiener Stadtwerke (Vienna Public
Enterprises) stretches back to the beginning of the
20
th
century, at a time when the supply of electricity
and gas, together with public transportation, was
communalised by the city of Vienna. The objective
was, on the one hand, to develop a far-sighted urban
planning concept and, on the other, to create e -
cient, modern and sustainable infrastructure for the
citys population. Founded in 1949, Wiener Stadt-
werke was converted into a private-sector organisa-
tion in 1999 and renamed Wiener Stadtwerke Holding
AG, in compliance with regulations set out by Euro-
pean competition law, from which time it has been
wholly owned by the city of Vienna. Wiener Stadt-
werke Holding AG represents the organisational and
strategic framework for Wien Energie, Wiener Linien,
Wiener Lokalbahnen, Bestattung Wien (Vienna
Funeral Services) and Beteiligungsmanagement
(Equity holding). The company is one of the largest
employers in Austria, with almost 15,100 workers.
The Ringturm building, the head o ces of Wiener Stadtwerke,
at night
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CORPORATE DEVELOPMENT STRATEGIES
Our main strategic objective is to consolidate and
build on our position as a commercially successful,
competitive company providing services of general
interest focused on the Vienna area and as one of
the key infrastructure companies in Austria. With
this in mind, it is our intention to continue the posi-
tive trends of the previous year improved turnover
development, levelling cost behaviour patterns
thanks to company-intern e ciency drives, and an
ambitious investment programme.
SUPPLYING SERVICES OF GENERAL INTEREST
THROUGH INVESTMENT
By 2013, Wiener Stadtwerke will have invested around
eur 4.2 billion in infrastructure projects, which works
out to almost eur 850 million each year. Wiener
Linien will have invested around eur 1.4 billion by
2013 in constructing new underground lines alone.
The federal government and the regional govern-
ment have agreed on a package worth eur 1.85 bil-
lion to fund the expansion of the underground in
Vienna. By 2019, the Vienna underground will have
been extended from 14 kilometres to around 90 kilo-
metres in the course of the fourth expansion stage.
It is not just the economy in the Greater Vienna area
which benets from this investment in infrastructure
projects, but also the population of Vienna. Around
26,000 extra jobs alone will be safeguarded for the
next ve years by plans to expand the underground.
Wiener Stadtwerke also sets considerable store by
encouraging its employees to develop. The level
of quality achieved when providing our services is
due to our highly qualied employees. As a result,
we constantly invest in their training and personal
development, with eur 30 million having been
earmarked for such purposes until 2013. At the mo-
ment, more than 350 apprentices and trainees are
being trained in 16 dierent professional areas of
expertise. By 2013, Wiener Stadtwerke will have
trained an additional 600 young people. In add-
ition to this, Wiener Stadtwerke will employ around
4,000 more people over the next ve years, with
at least a quarter of these positions being lled by
women.
PRINCIPLES OF RESPONSIBLE
CORPORATE MANAGEMENT
We have a responsibility to supply the population
of Vienna with fundamental services, to look
after the well-being and long-term security of our
employees, and to ensure the commercial success
of the company.
In order to full this responsibility and to justify the
trust placed in us by our owner, employees, custom-
ers and business partners, Wiener Stadtwerke sets
store by a policy of responsible corporate manage-
ment focused on adding value to the company over
the long term. As such, Wiener Stadtwerke is headed
by a board comprising four people (two of whom are
women), with the Chief Executive O cer at the helm.
Equal opportunities, non-discrimination and cultural
diversity lie at the heart of our corporate culture
and we are constantly looking for ways to improve
how we put these values into practice.
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SUSTAINABILITY MANAGEMENT
SUSTAINABILITY REQUIRES
SOUND MANAGEMENT
The Wiener Stadtwerke sustainability process was
introduced by way of a resolution passed by the
Board of Management in June 2005. This was fol-
lowed by the adoption of sustainability guidelines,
the appointment of sustainability o cers, and the
passing of a detailed sustainability programme with
47 objectives and 131 accompanying measures, each
with clear deadlines. The inaugural sustainability
report was published in May 2008.
OUR SUSTAINABILITY GUIDELINES
We are a regional service provider in the area
of services of general interest.
We are a commercially successful company.
We are an ecologically minded company.
We are a socially oriented company.
We are a company aware of its responsibilities
to society.
You can nd out more about our sustainability
guidelines at our sustainability portal.
ORGANISATIONAL STRUCTURE
Sustainability management ensures that the agreed
measures are implemented, also making sure that
potential challenges in the o ng are recognised and
analysed promptly.
In its role as a direct link to the Board of Manage-
ment, the Control Team is comprised of the Vice
Chief Executive O cer, the group sustainability of-
cer, the companys sustainability o cer and the
general managers of each of the group companies, as
well as employee representatives. This is where deci-
sions are made concerning the strategic direction of
the sustainability process, with objectives and meas-
ures for sustainability management being dened.
ORGANISATIONAL STRUCTURE OF SUSTAINABILITY MANAGEMENT
www.nachhaltigkeit.wienerstadtwerke.at
WIENER STADTWERKE WIENER STADTWERKE
WIEN ENERGIE
WIEN ENERGIE
WIENSTROM
General Manager
Sustainability
officer
Expert for
the relevant
sustainability
working group
Sustainability
officer
Expert for
the relevant
sustainability
working group
WIEN ENERGIE
STROMNETZ
General Manager
Sustainability
officer
Expert for
the relevant
sustainability
working group
WIEN ENERGIE
FERNWRME
General Manager
Sustainability
officer
Expert for
the relevant
sustainability
working group
WIEN ENERGIE
GASNETZ
General Manager
Sustainability
officer
Expert for
the relevant
sustainability
working group
ENERGIE-
COMFORT
General Manager
Sustainability
officer
Expert for
the relevant
sustainability
working group
MEMBER
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The designated sustainability o cers from each of
the group companies form the Project Team to give
advice, with the group sustainability o cer acting as
the team leader. The Project Team provides informa-
tion necessary for sustainability management, as
well as handling and discussing proposals and ideas
put forward by the Core Team. You can nd the cur-
rent list of sustainability o cers, together with their
contact details, on our sustainability portal.
The Core Team is comprised of sustainability and
communication experts, as well as external advisors.
With the group sustainability o cer acting as the
team leader, this team is in charge of controlling the
operational processes which make up sustainability
management and ensure that the targets laid down
by the Control Team are adhered to.
Sustainability working groups (n-ags) were set up to
deal with specic topics, drawing on expert know-
ledge within the company group. In 2008, the working
groups implemented a variety of dierent measures
detailed in the sustainability programme and support-
ed a number of key internal processes such as:
n-ag Environmental Protection and Air Pollution
Control: Working paper on energy e ciency, par-
ticulate matter task force,
n-ag Personnel: Self-evaluation of the measures
for gender mainstreaming and anti-discrimination,
n-ag Ecological Procurement: Concept to pro-
mote the practice of ecological procurement in
administration,
n-ag Research & Development: Catalogue
of measures to promote R&D activities,
n-ag Internal Mobility Management: Analysing
data on vehicle eets from an ecological perspective,
PROJECT TEAM
CORE TEAM
CONTROL
TEAM
WIENER
LOKALBAHNEN
Board of
Management
WIENER LINIEN
General Manager
Expert for
the relevant
sustainability
working group
Expert for
the relevant
sustainability
working group
BESTATTUNG
WIEN
General Manager
BMG
BETEILIGUNGS-
MANAGEMENT
General Manager
Expert for
the relevant
sustainability
working group
Expert for
the relevant
sustainability
working group
Sustainability
officer
Sustainability
officer
Sustainability
officer
Sustainability
officer
WIENER
STADTWERKE
HOLDING
central area
including
personnel
Sustainability
officer
Expert for
the relevant
sustainability
working group
SUSTAINABIL-
ITY WORKING
GROUPS
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QUALITY MANAGEMENT
SYSTEMS ACCORDING TO
ISO 9001 AND EN 13816*
ECO-MANAGEMENT SYS-
TEMS ACCORDING TO ISO
14001 AND EMAS 11*
HEALTH AND SAFETY
MANAGEMENT ACCORDING
TO OHSAS 18001*
WIEN ENERGIE WIENSTROM No Nussdorf power plant
(ISO 14001 and EMAS)
No
WIEN ENERGIE STROMNETZ No No No
WIEN ENERGIE GASNETZ Yes and PV 200 (= quality
requirements for gas
network operators)
Yes and PV 200 (= quality
requirements for gas
network operators)
No
WIEN ENERGIE
FERNWRME
Simmeringer Haide
waste incineration plant
Fltzersteig waste
incineration plant
Service department
Spittelau waste incineration
plant implementation
planned for 2009
Kagran, Arsenal,
Leopoldau and Inzersdorf
district heating plants
implementation planned
for 2009
Simmeringer Haide
Fltzersteig waste
incineration plant
of ISO 14001 and EMAS
planned for 2009
Kagran, Arsenal,
implementation of ISO
14001 and EMAS planned
for 2009
Simmeringer Haide
Fltzersteig waste
incineration plant
planned for 2009
Kagran, Arsenal,
implementation planned
for 2009
ENERGIECOMFORT Yes ISO 14001 being intro-
duced in the year 2009
No
WIENER LINIEN Yes (EN 13816) and
individual certicates
for 2 departments
according to ISO 9001
Also certied pursuant to
Article 39 of the Austrian
Railway Act
Yes Yes
WIENER LOKALBAHNEN
GROUP
WLB Yes
WLV Yes
WLC Yes
WLBB
Certication in 2009
WLB and WLC certied
pursuant to Article 39 of
the Austrian Railway Act
WLB Yes
WLC Yes
WLV and WLBB intro-
duction planned in 2010
WLB Yes
WLC Yes
WLV and WLBB intro-
duction planned in 2010
BESTATTUNG WIEN Customer service division
with 13 service points
No No
BMG BETEILIGUNGS-
MANAGEMENT
No No No
WIENER STADTWERKE
HOLDING
No No No

* See glossary from page 86
CERTIFIED MANAGEMENT SYSTEM OF WIENER STADTWERKE GROUP COMPANIES
Wiener Lokalbahnen Group:
WLB: AG of the Wiener Lokalbahnen
WLV: Wiener Lokalbahnen Verkehrsdienste GmbH
WLBB: Wiener Lokalbahnen Busbetrieb GmbH
WLC: Wiener Lokalbahnen Cargo GmbH
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n-ag Customer Satisfaction: Developing poten-
tial group-wide synergies from customer surveys,
n-ag Management Systems: Creating a plan-
ning basis to enable the further implementation of
management systems.
MANAGEMENT SYSTEMS
By 2011, integrated management systems to protect
the environment should have been implemented in
all relevant facility and o ce locations. Certication
inspections are planned in 2009 for Energiecomfort
and Wiener Lokalbahnen. During the same time period,
initial planning discussions will be held at Wien
Energie Wienstrom. In 2009, Wien Energie Fernwrme
will certify the Spittelau waste incineration plant,
together with the Kagran, Arsenal, Leopoldau and
Inzersdorf district heating plants. Eorts are under-
way to achieve joint certication for the waste treat-
ment and district heating plants. As far as Wiener
Stadtwerke Holding is concerned, it began evaluat-
ing and setting up its company processes in 2008,
with plans for an environment management system
to be in place by 2010. It is as yet unclear if the
Vienna Funeral Service acquired in 2008 requires
environment management systems.
INSTRUMENTS
The most important tool in the repertoire of sustain-
ability management at present is the sustainability
programme, with its objectives and measures. It helps
to provide an overview of the various dierent activ-
ities within the group and to identify areas which
may require new measures to be implemented. The
rst interim report on pages 72 to 83 reveals just how
demanding the objectives were. Although 34 of the
51 measures planned for 2008 could be successfully
implemented, the remaining 17 will mostly be
completed in 2009. Similarly, new objectives and
measures were set for completion in 2009.
In 2008, a suggestion scheme was set up by the
group the idea factory (see page 58) in which
employees were asked to make specic proposals on
how to save energy. As a general rule, proposals with a
link to sustainability were marked for further analysis.
EFFECTIVE RISK MANAGEMENT
In order to be able to recognise promptly risks and
opportunities for Wiener Stadtwerke and to react
accordingly, the group has a comprehensive risk
management system in place. The yardstick here
is the internationally recognised standards of coso
(Committee of Sponsoring Organizations of the
Treadway Commission). The risk management pro-
cess includes identifying, processing and analysing
the risks in each organisational area, as well as
dening countermeasures to be taken.
Our risk management organisation ensures that
the revolving risk management process is adhered
to. A risk controller is found in each organisational
area who acts as the main contact person for the
group risk controller. Experts serve as risk control-
lers for key specialist areas (nance, it, holding,
personnel and legal aairs). In this way, the risk
management system is optimally integrated into the
existing organisational structure, mutually improv-
ing e ciency.
MEMBERSHIP OF ORGANISATIONS
Wiener Stadtwerke works together with partners
from the worlds of business, politics and civil soci-
ety. This also includes being a member of various
organisations which have similar objectives to those
of Wiener Stadtwerke. As such, Wiener Stadtwerke
Group is a member of respAct (Austrian Business
Council for Sustainable Development), ve (Austrian
Association of Electricity Companies) and vk
(Austrian Association of Communal Companies).
www.respact.at
www.veoe.at
www.vkoe.at
www.coso.org
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GLOBAL COMPACT
By participating in the un Global Compact (gc) ini-
tiative, Wiener Stadtwerke has committed itself to
adhering to the ten gc principles. The majority of
the principles, such as human rights, the abolition
of child labour or the freedom of association for em-
ployees, are already law in Austria. Other principles
must be accorded more attention here, in particu-
lar those concerning equal opportunities. With this
in mind, the sustainability programme includes a
number of objectives and measures to achieve this.
More on this in the Employees chapter (page 58).
Wiener Stadtwerke endeavours to full the require-
ments of the Global Compact (gc) with regards to
protecting the environment in the following ways:
The challenges posed by climate change and air
pollution control (particulate matter, no
x
) take
centre stage in the core business of Wiener Stadt-
werke. Our answers to these include employing
co-generation technology (combined heat and
power generation), district and local heating,
energy contracting, expanding the local public
transport network and low-emission vehicles, as
well as using ue gas cleaning systems to reduce
air pollutant emissions at state of the art.
Wiener Stadtwerke encourages responsible be-
haviour towards the environment internally by
training its employees and externally by advising
its customers on how to save energy, for example.
The development and propagation of environmen-
tally friendly technology is not just documented
in numerous research projects but actually con-
stitutes the core business of the group company
Energiecomfort (notably combined heat and power
plants and communal heating networks).
Wiener Stadtwerke Chief Executive O cer (since 1.1.2009) Gabriele Payr (middle) accepted the asra award
www.unglobalcompact.org
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As far as the gc principle of anti-corruption is con-
cerned, Wiener Stadtwerke upholds this with its
new anti-corruption guidelines. In 2008, an internal
training course was held on the subject of anti-cor-
ruption. A permanent module on anti-corruption is
set to be included in the core training programme on
oer for experts and management, for example
in order to be accessible for a larger number of em-
ployees.
AWARDS AND RECOGNITION
Wiener Stadtwerke Group and group companies
once again received a number of awards and recogni-
tion during the reporting period. At this juncture,
particular reference should be made to two awards
which were accorded to the 2007 sustainability report
of Wiener Stadtwerke:
asra: In November 2008, the report came in 3
rd

place in the category Large companies of the
Austrian Sustainability Reporting Award.
lacp (League of American Communications Pro-
fessionals llc) 2007 Vision Award: In summer
2008, the report was awarded bronze in the cat-
egory Government of the lacp Vision Award, a
renowned award in the eld of interna tional nan-
cial reporting.
Group companies of Wiener Stadtwerke also received
a number of accolades.
TRAINING
Wiener Linien received the amaZone 2008 for the
exemplary training of girls in skilled technical
jobs in the category Public and near-public com-
panies, awarded in October 2008 by Sprungbrett
fr Mdchen, an association which promotes the
training of young girls.
Leopoldau bus garage
www.lacp.com/2007vision/C41.HTM
www.sprungbrett.or.at
www.zv-architekten.at
ENVIRONMENT
The bmvit (Federal Ministry for Transport, In-
novation and Technology) national prize for trans-
port in the category Conception or development
of prototypes/system solutions, for the esys
concept: Energy systems for TunnelThermie

Sustainable infrastructure for the 21
st
Century
(November 2008).
1)

The bmvit special prize for logistic transport
solutions for large events for the RAVE concept
Reliable and e cient control of the ow of people
at large events (November 2008).
2)
Refer to page
31 for details on practical implementation during
EURO 2008.
CULTURE
Builders prize 2008 of the Austrian Architects
Association awarded to the Leopoldau bus garage
(November 2008).
You can nd a complete list on our sustainability
portal.

1)
Winners: Vienna University of Technology, Institute for Railway Engineering,
in conjunction with the following partners: Wiener Linien GmbH & Co. KG,
Geotechnik-Adam ZT GmbH, Technical University of Vienna, Institute for Soil
Mechanics and Geotechnical Engineering and Atlas Copco MAI GmbH
2)
Winners: sterreichisches Forschungs- und Prfzentrum Arsenal Ges.m.b.H.,
together with partner Wiener Linien GmbH & Co. KG
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ART AND CULTURE ARE A KEY PART OF A CITYS
ABILITY TO EXAMINE ITSELF. DEMOCRACY WITHOUT
ART IS UNIMAGINABLE; NO DIALOGUE BETWEEN
RESPONSIBLE CITIZENS, NO THEORETICAL QUESTION-
ING OF THE REPUBLIC. ART, WRITES THE FRENCH
AUTHOR ANDR MAUROIS, REPRESENTS THE
ATTEMPT TO CREATE A MORE HUMANE WORLD
ALONGSIDE THE REAL WORLD.
Gerald Matt,
Director of Kunsthalle Wien
WIENER STADTWERKE IS SETTING A GOOD EXAMPLE
BY ENCOURAGING GIRLS TO STUDY FOR TECHNICAL
QUALIFICATIONS. IT IS OF PARTICULAR IMPORTANCE
FOR COMPANIES TO CONTINUE INVESTING IN THEIR
EMPLOYEES TRAINING IN TIMES OF ECONOMIC
HARDSHIP. THIS IS THE APPROACH BEING TAKEN
BY SIEMENS AND WIENER STADTWERKE.
Brigitte Ederer,
Chief Executive Ofcer of Siemens AG Austria
THE PATH TO SUSTAINABILITY IN EVERY LARGE TOWN
OR CITY INVARIABLY LEADS THROUGH PUBLIC TRANS-
PORT. CAR TRAFFIC MUST BE REDUCED TO LEVELS
WHICH DO NOT HARM THE CITY. THESE LEVELS ARE A
FRACTION OF WHAT THEY ARE TODAY. VIENNA STANDS
MORE OF CHANCE OF ACHIEVING THIS THAN OTHER
COMPARABLE CITIES. IT JUST HAS TO TAKE THESE
OPPORTUNITIES.
Professor Hermann Knoacher,
Chairman of the Passenger Advisory Board
of the Wiener Linien
STATEMENTS ON VIENNA 18
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RENEWABLE SOURCES OF ENERGY, ENERGY EFFI-
CIENCY AND RESOURCE CONSERVATION ARE CRUCIAL
PARTS OF EFFORTS TO PROTECT THE ENVIRONMENT.
CONSEQUENTLY, LARGE SERVICE PROVIDERS IN
PARTICULAR ARE BEING CALLED UPON TO BRING
THEIR CORPORATE PHILOSOPHY FIRMLY IN LINE WITH
THE CONCEPT OF SUSTAINABILITY.
Professor Helga Kromp-Kolb,
Head of the Institute for Meteorology,
University of Natural Resources and
Applied Life Sciences, Vienna
IN ORDER TO PRESERVE ITS SUPERIOR QUALITY OF
LIFE AND ENVIRONMENT, VIENNA REQUIRES A MODERN
FRAMEWORK FOR INNER-CITY MOBILITY, THE HIGHEST
LEVELS OF ENERGY EFFICIENCY AND BEST AVAILABLE
TECHNOLOGY TO PRODUCE ENERGY. BY ANNOUNCING
ITS COMMITMENT TO SUSTAINABILITY, WIENER
STADTWERKE HAS MADE A MAJOR LEAP FORWARD IN
PROVIDING QUALITY WHICH RECONCILES THE NEEDS
OF THE ENVIRONMENT, THE ECONOMY AND SOCIETY.
Andrea Schnattinger,
Wiener Umweltanwaltschaft
(an independent institution of the City of Vienna)
THE EXTENT TO WHICH LOCAL PUBLIC TRANSPORT
HAS BEEN INTEGRATED INTO THE OVERALL TRANS-
PORTS SYSTEM, ALONG WITH THE RANGE OF SERVICES
ON OFFER, ALREADY MEETS THE STANDARDS SET
OUT IN THE UITP SUSTAINABILITY CHARTER. AN
EVER INCREASING NUMBER OF PEOPLE USE PUBLIC
TRANSPORT, MEANING THAT THE QUALITY OF LIFE
IN VIENNA IS AMONG THE HIGHEST THROUGHOUT
EUROPE.
Roberto Cavalieri,
UITP President, General Director of
METRO Roma S.p.A., Rome, Italy
BY OPERATING AN ATTRACTIVE PUBLIC TRANSPORT
NETWORK, OPERATING LOW-EMISSION VEHICLES AND
SUPPLYING ENERGY IN AN EXEMPLARY WAY, WIENER
STADTWERKE IS HELPING TO IMPROVE THE QUALITY OF
LIFE IN VIENNA ON A SUSTAINABLE BASIS WHILE AT
THE SAME TIME REDUCING NEGATIVE EFFECTS TO THE
ENVIRONMENT BY PARTICULATE MATTER, NITROGEN
OXIDES AND GREENHOUSE GASES.
Professor Hans Puxbaum,
Professor at the Vienna University of Technology
STATEMENTS ON VIENNA
20 VIENNA HIGHLIGHTS
3
RD
PLACE
WE WERE ABLE TO TAKE THIRD PLACE WITH OUR
VERY FIRST SUSTAINABILITY REPORT AT THE AUS-
TRIAN SUSTAINABILITY REPORTING AWARD 2008
(ASRA) IN THE CATEGORY LARGE COMPANIES.
ON THE BALL!
THE 2008 FOOTBALL EUROPEAN CHAMPIONSHIP WAS
THE HIGHLIGHT OF LAST YEAR FOR VIENNA AS WELL.
FOR THE ENTIRE DURATION OF THE CHAMPIONSHIP,
WIENER LINIEN RECORDED 7.3 MILLION MORE PAS-
SENGERS THAN USUAL IN ADDITION TO THE MILLIONS
OF PEOPLE AROUND THE WORLD WHO TUNED IN TO
WATCH ON TV. WIEN ENERGIE ENSURED THE SUPPLY
OF AROUND 4 MILLION KWH OF ELECTRICITY DURING
EURO 2008 TO THE FAN ZONES AND TO THE ERNST
HAPPEL STADIUM.
353 APPRENTICES
IN SPRING/SUMMER OF 2008, 13 YOUNG LADIES AND
80 YOUNG MEN SUCCESSFULLY COMPLETED THEIR AP-
PRENTICESHIPS WITH US, WHILE, AT THE SAME TIME,
28 FEMALE AND 103 MALE APPRENTICES BEGAN THEIR
TRAINING WITH US. WE ARE NOT JUST ONE OF THE
LARGEST COMPANIES OFFERING APPRENTICESHIPS
IN VIENNA, BUT WE HAVE ALSO WON A NUMBER OF
ACCOLADES THE MOST RECENT OF WHICH BEING THE
amaZone 2008 GRANTED TO WIENER LINIEN. THERE
ARE AN AVERAGE OF 20 GIRLS UNDERGOING SKILLED
TRAINING.
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99.99%
SECURITY OF SUPPLY
IS WHAT WIEN ENERGIE CAN ALREADY GUARANTEE
BUT IT IS NONETHELESS STILL EXPANDING ITS NET-
WORK. THE SIMMERING TRANSFORMER STATION WAS
MODERNISED AT A COST OF EUR 15 MILLION WITH A
VIEW TO IM PROVING AND CONSOLIDATING THE QUALITY
OF THE NETWORK. IN ADDITION TO THIS, EUR 17 MILLION
IS CURRENTLY BEING INVESTED IN THE CONSTRUCTION
OF THE TRANSFORMER STATION AT GERASDORF
NEAR VIENNA. THIS IS SCHEDULED TO SUPPLY THE
MUNICIPALITIES OF GERASDORF, HAGENBRUNN,
BISAMBERG, ENZERSFELD AND LANGENZERSDORF
(ALL LOWER AUSTRIA) WITH ELECTRICITY FROM 2010.
113,387
ADVICE AND SUPPORT ON BEREAVEMENT BROCHURES
WERE DISTRIBUTED BY BESTATTUNG WIEN IN 2007/2008.
63,684 OF THESE WERE DESTINED FOR VIENNA AND THE
REMAINING 49,703 WERE DISTRIBUTED AROUND AUS-
TRIA. SINCE THEN, THE NUMBER OF PEOPLE IN VIENNA
WHO FEEL WELL PREPARED FOR A CASE OF DEATH IN
THEIR PROXIMITY HAS INCREASED FROM 15 TO 20%.
803.6 MILLION
PASSENGERS ON PUBLIC TRANSPORT THIS IS A NEW
RECORD FOR PASSENGER NUMBERS AN INCREASE
OF 10.6 MILLION OVER THE PREVIOUS YEAR. IN SUM,
WE HAVE STABILIZED THE PUBLIC TRANSPORT SHARE
ON MODAL SPLIT AT BRILLIANT 35% FOR THE THIRD
YEAR IN SERIES. AS SUCH, WE HAVE MOVED CLOSER
TO ACHIEVING THE TARGET OF 40% FOR PUBLIC
TRANSPORT LAID DOWN BY THE CITY OF VIENNA
NOT LEAST THANKS TO OUR 8,019 EMPLOYEES OF
WIENER LINIEN.
FOR THE NEW U2 UNDERGROUND LINE. ON 10 MAY
2008, JUST IN TIME FOR EURO 2008, THE U2 LINE
EXTENSION TO THE ERNST HAPPEL STADIUM WAS
OFFICIALLY OPENED. THUS, THE LINE GREW IN LENGTH
FROM 3.5 KILOMETRES TO ALMOST 7.5 KILOMETRES.
THERE ARE NOW 11 STATIONS AVAILABLE TO PASSEN-
GERS ON THE U2, COMPARED TO JUST SIX BEFORE.
ONCE A FURTHER EXTENSION IS COMPLETED IN 2010,
THE FIFTH-LARGEST HOSPITAL IN VIENNA WILL THEN
ENJOY A DIRECT LINK TO THE UNDERGROUND.
4 KM AND
5 MORE STATIONS
144,000 TONNES
LESS FOSSIL-BASED CO
2
EMISSIONS
A CONSIDERABLE AMOUNT WHICH WAS SAVED SOLELY
BY USING RENEWABLE SOURCES OF ENERGY TO
PRODUCE HEAT AND ELECTRICITY AT THE SIMMERING
FOREST BIOMASS POWER PLANT IN 2008.
VIENNA HIGHLIGHTS 21
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The u2 underground extension from Schottenring
to the Ernst Happel Stadium entered operation on
schedule, one month before the start of the 2008
European Football Championship. As a result,
EURO 2008 was also a resounding success for Vienna
from a transportation point of view. In order to
reduce noise pollution along the newly built stretch
between Praterstern and Messe-Prater, Wiener Linien
installed sound-absorbing wall linings in key noise-
sensitive areas. In addition to this, noise protection
walls were also erected along the platforms between
prefabricated wall sections which are tted with
sound-absorbing panels. With the u2 line extension
to Aspern due for completion in autumn 2010, we
will be able to encourage even more people to leave
their cars at home and take public transport. The
u6 underground line is now run entirely with low-
oor trains, allowing people to board and alight at
platform level. Similarly, we make our tram network
more comfortable and convenient for our customers
and make it more accessible.
OUR STRATEGY IS TO EXPAND THE
UNDERGROUND NETWORK, WHILE
BREAKING DOWN MORE BARRIERS
AND INCREASING LEVELS OF COMFORT
AND CONVENIENCE ON VIENNAS
TRAMLINES.
Patrizia Kaiser,
Wiener Linien GmbH & Co. KG, Deputy Head of Construction Phase
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23 SERVICES OF GENERAL INTEREST
Aordability: i.e. fair and reasonable prices
High quality: Meeting the needs and expectations
of customers.
For more details, please refer to our publication
Daseinsvorsorge (available only in German),
downloadable from our sustainability portal.
MOBILITY AND SUSTAINABILITY
Mobility is not just a central element of providing
essential services, but it is also a cornerstone of
sustainable development, as the International
Union of Public Transport (uitp) highlights in its
publication Ticket to the future. Three stops to
sustainable mobility:
A sustainable transport system is one that:
allows the basic access needs of individuals and
societies to goods, jobs, education, leisure and
QUALITY OF LIFE AND MOBILITY
In recent years, Vienna has continued to perform ex-
ceptionally well in international surveys of the quality
of life in cities, most notably in the annual Quality
of Living Survey carried out by Mercer. In the 2008
survey, Vienna shared second place with Geneva
(behind Zurich), making it the top city within the
27 eu member states. Public transport played a key
role in achieving this. The location advantages pre-
sented by Vienna are ensured by forward-looking
investment in its transport infrastructure. Likewise,
in a comprehensive study of mobility (including
air tra c) in 46 international metropolitan areas
commissioned by Siemens and carried out by mrc
McLean Hazel
1)
, Vienna came in third place behind
Amsterdam and Zurich.
The concept of providing essential services was
developed following mixed experiences when com-
panies, which were responsible for managing key
infrastructure services such as transport, electricity,
gas or telecommunications, were privatised. Providing
essential services means ensuring that every citizen
has equal access to all necessary services and facil-
ities which are considered essential to the smooth
running of a modern society. It guarantees a high
quality of life and is recognisable by:
Security of supply: i.e. a reliable and secure supply,
Accessibility: i.e. available to and accessible by
everybody,
1) MRC McLean Hazel (Hrsg.), Die Schicksalsfrage fr Stdte, 2008
Union Internationale of
Transports Publics, uitp
www.mercer.com/qualityoiving
OUR CLOSELY-KNIT
NETWORK OF BUSES, TRAMS
AND UNDERGROUND LINES
OUR CLO
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24
information to be met safely, enables this to be
done in a manner consistent with human and
eco system health, and with our responsibilities to
future generations,
is aordable, operates e ciently, oers a choice of
various modes of transport and supports a vibrant
economy,
limits emissions and waste to levels which the
planet is capable of absorbing, minimises con-
sumption of non-renewable resources, the use of
land and the production of noise, and ensures that
its components are reused and recycled as far as
is possible.
Vienna has been a member of the uitp since it was
founded in Brussels in 1885, and is now actively
involved in various expert committees and com-
missions with representatives from Wiener Linien.
In 2005, Wiener Linien committed itself to the uitp
Sustainability Charter and signed this in April 2008,
becoming a full member (see box below).
EXTRACT FROM UITP CHARTER 2003
Full Charter Members
Members signing the full charter have already
recognised this commitment by their actions and
have a policy for furthering the introduction of
sustainable practices in their businesses. Full
charter members have fullled the following
preconditions:
The social, environmental and economic prin ciples
of sustainability are recognised as a strategic
objective in their organisation as set out in the
UITP Charter Guidelines.
A system is in place for regular reporting, internal
and/or external, on the implementation of
sustainable development principles within the
organisation and its activities.
UITP and Charter Members are committed to:
Fostering leadership on sustainable development
through dialogue and exchange of best practices
with all stakeholders.
Inuencing international and government policy
to develop a responsible balance between social,
environmental and business considerations.
Facilitating training and mentoring through
activities and forums focused on sustainable
development practices.
Adhering to a process of regular reporting on
sustainable development practices.
www.uitp.org
www.uitp.org/Public%2DTransport/
sustainabledevelopment/pics/SD-Charter-de.pdf
25
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and coordinated with the project team. Immediately
after being set up, several uitp committee meetings
were held in Vienna to make further preparations.
This culminated in meetings between the highest
uitp committee the Executive Board and the Policy
Board, in which Wiener Linien was represented by
Director Michael Lichtenegger.
A discussion panel with representatives from Vienna,
Madrid, Dubai and Hong Kong will address how
the nancial and economic crisis is aecting cities.
Following invitations issued by Viennas mayor
Michael Hupl, mayors from a number of Central
and Eastern European countries will meet with local
public transport decision-makers at a summit to
share experiences and innovative approaches as
well as to discuss ways of cooperating eectively. At
the congress, more than 100 speakers from 36 coun-
tries will report on the latest developments. Guided
tours will help to shed light on the activities of
transport companies operating in the Greater Vienna
area, as well as on the industry and of research
developments made. On the so-called Public Day
(11 June 2009), Viennas population will have the
opportunity to pay a visit to the large exhibition of
innovations from around the globe.
Local public transport is the lifeblood of large
cities, taking people and goods swiftly, safely and
reliably to their respective destinations. In doing so,
it helps to preserve high air quality and to reduce
the amount of mobility-related energy consumption.
Consequently, large and small cities alike are en-
deavouring to increase their public transport modal
split (see page 29). The exact share which can be
achieved depends both on the services provided
by the local public transport company and on the
specic nature of the supply area.
According to an evaluation of the Transport Master
Plan (Masterplan Verkehr mpv) conducted in 2008,
In doing so, Wiener Linien demonstrated, on the
one hand, that it considers the social, ecological
and commercial principles of sustainability to be a
strategic corporate objective, while, on the other,
it has committed itself to reporting regularly on its
progress, which it (i. e. Wiener Stadtwerke) is doing
by means of this report.
Wiener Linen has been involved in organising the
58
th
International uitp World Congress, due to be held
in Vienna from 7 to 11 June 2009, under the motto of
Public transport: making the right mobility choice,
together with sterreichische Bundesbahnen (bb
Austrian Federal Railways) and Verkehrs verbund
Ost-Region (vor Eastern Transport Asso cia tion).
Topics of discussion include safety, improving the
urban environment and energy-saving measures. By
way of preparation, the uitp Congress O ce 2009,
based at Wiener Linien, was created on 1 April 2008,
in which all the necessary activities are controlled
10.4.2008: Meeting of the uitp Policy Board called to order
in Viennas Town Hall; Wiener Linien becomes a full member
of the uitp Sustainability Charter. From left to right:
Glenn Frommer (mtr Hong Kong, Head of Sustainability
Development), Roberto Cavalieri (uitp President, CEO of
metro Roma S.p.A., Rome, Italy), Michael Lichtenegger
(Wiener Linien), Michael Hupl (Mayor of Vienna),
Hans Rat (General Secretary, Brussels)
www.magwien.gv.at www.uitp.org/vienna2009/
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the rising population in areas on the outskirts of the
city (+22.7% in the 11
th
, 21
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, 22
nd
and 23
rd
Districts),
as well as the surrounding area (+21.2%), will con-
tinue to represent a key challenge to Viennas trans-
port policy until 2030. This is also the case for over-
coming challenges associated with the change in
mobility needs brought on by demographic changes:
By 2020, the number of senior citizens is set to rise
by almost 60,000, with the number of people under
20 years of age increasing by around 70,000. The
decline in car journeys as a result of the car modal
split being reduced to 25% for all journeys, which
was predicted in mpv 2003, will thus be largely
nullied by this expected rise in population. The
particularly high growth seen in the outer districts
and the surrounding communities will result in
longer journey distances. This makes it even more
essential to reduce the transport modal split of car
journeys by oering an attractive local public trans-
port network so that the number of car journeys
being made can at least be held in check or even
slightly reduced.
Public transport companies always compete with
other forms of transport. The structure of the supply
areas is a key factor which has an impact on the
proportion of journeys made by public transport.
The Austrian capital, Vienna, has a population of
around 1.68 million. In addition to this, almost
600,000 people live in the immediate vicinity of the
city, of which around 87,500 commute to Vienna
(valid 2007), while several million tourists visit the
city each year (4.5 million arrivals and around 10.2
million overnight stays in 2008). In 2007, almost
793.0 million passengers travelled on trams, buses
and the underground. In 2008, this gure was 803.6
million, representing an increase of 10.6 million
passengers! A considerable proportion of this
increase, but not all of it, was due to EURO 2008.
In 2007, around 800,000 cars were registered in
Vienna, which is the equivalent of 395 cars per
1,000 inhabitants. By way of comparison: Berlin, with
its population of 3.4 million, had a ratio of around
360 cars per 1,000 inhabitants at the end of 2007.
Viennas road network is made up of around 2,745
kilometres of local roads, 216 kilometres of main
roads (formerly Bundesstrassen or federal roads),
and around 51 kilometres of motorways. This
network also includes more than 1,000 kilometres of
bicycle lanes (Viennas bicycle lane network) and
450 kilometres of track systems. In the districts
constituting the city centre (1 to 9 and 20, as well as
designated areas in 15
th
District), limited duration
parking zones covering the entire area are in force
at certain times. Vehicles parked in these areas
are subject to a parking fee. There are, how ever,
numerous garages which are also available at a
charge. Park & Ride services have been set up at
strategic locations, such as on access roads to
the city. Many of these facilities offer additional
dis counts to people in possession of weekly, monthly
or annual passes for Wiener Linien services.
www.statistik.at
THE WIENER LINIEN SUPPLY AREA
27
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TRAMWAY LINES (215 KM)
84
BUS LINES (650 KM)
934 KM
TOTAL NETWORK LENGTH
5
UNDERGROUND LINES (69 KM)
4,404
STOPS AND STATIONS
803.6 MILLION
PASSENGERS, 10.6 MILLION MORE THAN THE
PREVIOUS YEAR
16,934 MILLION
PASSENGER KILOMETRES TRANSPORTED
EUR 412 MILLION
OF INVESTMENT
EUR 417 MILLION
SALES REVENUE
8,019
EMPLOYEES, 161 OF WHICH ARE TRAINEES
OR APPRENTICES, 5,874 MALE/543 FEMALE
EMPLOYEES IN MANUAL WORK, 1,193 MALE/
409 FEMALE EMPLOYEES IN NON-MANUAL
KEY INDICATORS FOR WIENER LINIEN IN 2008
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MOBILITY AND MODAL SPLIT
Over the past few years, the share of public transport
compared to the total volume of tra c in Vienna has
continued to rise, achieving a public transport modal
split of 35% for the rst time in 2006. This upward
trend can also be noted in the subsequent years until
the present. In 2008, the percentage of journeys
made by car increased by 1%, with a corresponding
decline in the number of journeys made on foot.
The data presented in this context on mobility behav-
iour represent an average day of the year.
WIENER LINIEN: AN OVERVIEW
If public transport is the lifeblood of large cities, then
Wiener Linien is the heart which pumps this blood. It
is the leading provider of public transport in Vienna.
In its position as a provider of mobility services, it
does not just operate the underground, tram and
bus networks, but it is also responsible for supplying
and maintaining the infrastructure. It also assumes
responsibility for managing Viennas public trans-
port network, such as planning the lines and stops for
all transport providers, coordinating and integrating
these transport providers, or controlling operations
from central o ces and by means of mobile controls.
Together with the City of Vienna, Wiener Linien is
working to achieve ambitious targets, including those
from the klip Climate Protection Programme, the
Transport Master Plan 2003 (together with the 2008
amendments) and the Urban Development Plan (step
05). The targets set out by the city of Vienna in the
Transport Master Plan 2003 and 2008 aim to increase
the public transport modal split to 40% by 2020.
Certain data of the network analysis carried out by
Wiener Linien were able to be included in step 05. A
central part of this project is to set up improved links
to the public transport network.
In order to meet the targets laid down by the city of
Vienna, Wiener Linien is setting store by modern
management systems such as the balanced score-
card, risk management or quality, safety and envir-
onmental management systems (qse) with internal
monitoring and continuous improvement processes.
Consequently, certication in compliance with Article
39 of the Austrian Railway Act (EisBG) was recently
completed.
MODAL SPLIT IN VIENNA
IN %
www.wien.gv.at/umwelt/klimaschutz/klip/index.htm
www.wien.gv.at/stadtentwicklung/verkehrsmasterplan/
positionspapier/index.htm
www.wien.gv.at/stadtentwicklung/step/index.htm
www.wien.gv.at/stadtentwicklung/verkehrsmasterplan/
erfolgskontrolle.htm
www.oir.at/les/pdf/projects/Netzanalyse_Wiener_Linien.pdf
www.wien.gv.at/stadtentwicklung/siemens-allissen/ziele.htm
PUBLIC TRANSPORT
CAR PASSENGERS
CAR DRIVERS
BICYCLE
ON FOOT
MOTORBIKE
1999 4
2000 4
2004 3
2006 4
2007 5
2008 5
2001 1 3
2002 1 2
2003 1 3
2005 1 3
1998
27 33 9 27
26 33 9 28
27 34 10 26
35 9 25 27
35 8 24 28
35 9 24 27
27 34 9 26
27 34 9 27
27 34 9 26
28 34 9 25
26 32 10 28 4
29
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The share of public transport in Viennas modal split
is considerably higher than those of other large Euro-
pean cities. The modal split targets set out in the cur-
rent 2008 Transport Master Plan for 2020 require fur-
ther eorts to be made. Consequently, the following
targets for journeys made in Vienna every day should
be met (reference year 2001):
increasing the share of public transport to 40%
by 2020,
reducing the share of individual motorised tra c
to 25% by 2020,
increasing the share of bicycle tra c to 8% by
2020,
keeping the share of pedestrians at 2001 levels.
The target of achieving a 40% public transport
modal split in 2020 is an ambitious one, particularly
in view of the fact that tra c volumes are on the
rise. Consequently, considerable eorts must still
be made, not only to maintain the level achieved
up to now, but also to make up the missing 5% by
making public transport more attractive. A recently
implemented measure to this end is the new concept
for Viennas Ringlinien. Since 26 October 2008, the
former tramlines 1 and 2, which used to circulate the
inner district, have been serving new destinations,
being transformed into transit lines. This has opened
up a number of transfer-free journeys between vari-
ous parts of the city, improving passenger conveni-
ence and reducing journey times. You can read a
comprehensive summary of this in our 2008 Annual
Report of Wiener Linien.
Only satised customers can guarantee a high public
transport modal split. As a result, the services pro-
vided by Wiener Linien are detailed below, together
with information on how satised Wiener Linien
customers are with this range of services and which
measures have been/will be implemented to improve
satisfaction levels further.
SERVICES PROVIDED BY WIENER LINIEN
In 2002, work began on setting up a quality manage-
ment system. The rst certicates for individual de-
partments were awarded in the following year. Since
2007, Wiener Linien has been in possession of a
global certicate. The key performance indicators
provided below are largely based on the internal
quality monitoring results from 2007.
HIGH SECURITY OF SUPPLY
In order to make it easier to measure security of
supply, Wiener Linien uses reliability and dynamic
schedule synchronisation as performance indicators.
The key indicator for reliability is calculated from the
share of train and bus kilometres actually travelled
compared to the planned gure. Journeys are only
considered not to have taken place if cancellations
occur as result of a fault on the part of Wiener Linien
(e. g. for technical reasons). The ratios of kilometres
travelled to planned kilometres for the underground
and trams in 2007 were, as in the previous year,
99.8% respectively and 99.6% for buses (-0.1%).
In 2007, the value for scheduling synchronisation
dened as the proportion of connecting journeys ac-
tually occurring at the xed stops at the end of daily
operations was 99.95% (+0.01%).
www.annualreport2008.wienerlinien.at
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The 2008 European Football Championship presented
a particular challenge, one for which Wiener Linien
prepared thoroughly. The public transport concept
included extending the U2 underground line to the
Ernst Happel Stadium, operating at shorter intervals
and for longer hours, as well as closing off the Ring,
diverting trams and setting up rail replacement
services. In the run-up to EURO 2008, a research
project entitled RAVE (Reliable and efcient control
of the ow of people at large events) was carried out,
with particular focus on passenger ows to and from
public transport, which then went on to work well
during EURO 2008. For its efforts here, Wiener Linien
was recently awarded a special prize for logistic
transport solutions for large events awarded by the
Federal Ministry for Transport, Innovation and
Technology (BMVIT) see page 17.
From the point of view of Wiener Linien, EURO 2008
was also a resounding success: more than 60% of fans
made use of the underground to travel to Viennas
Ernst Happel Stadium. A maximum of 24,000 visitors
could be transported away from the stadium with the
U2 in a one-hour time period. As a result, stadium
visitors could leave en masse by public transport in
a very short space of time. Additional 7.3 million
passengers were recorded using public transport
during the 23-day competition. On days when no
matches were scheduled, there were an additional
200,000 journeys each day, rising to 500,000 in Vienna
on match days, and culminating in around 800,000 for
two top matches. The number of rides on offer on the
underground lines throughout the entire event was
25% higher during the day and 50% higher in the
evening. On match days, the number of rides on offer
increased by up to 100% over regular operating levels
between 5 pm and close.
Employees received thorough training ranging from
languages through how to deal with hooligans to
planning for catastrophes. On every match day, more
than 3,000 transport service employees were on
duty, supported by 200 employees on underground
platforms and 100 employees at stops above ground,
as well as an additional 100 fan attendants.
Everything went as planned a wonderful result for
all involved!
GUARANTEEING SECURITY OF SUPPLY EVEN IN EXTRAORDINARY SITUATIONS EURO 2008
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ACCESSIBILITY FOR EVERYONE
An important aspect of the provision of essential
services is their accessibility, i.e. that the services
on oer are as widely available as possible to
everyone, including people with special needs.
DEGREE OF ACCESSIBILITY
The sphere of inuence of public transport can be
measured by its degree of accessibility. This refers
to the proportion of residents (or jobs and schools)
present in the catchment area of a stop in the public
transport network compared to the total number of
inhabitants in this area.
The degree of accessibility for public transport in
Vienna is well over 90%. Some 96% of Viennas
popu lation live in the catchment area of a public
transport stop, with 100%
1)
being able to access
these on foot within 15 minutes. A total of 99% of
all educational institutions are in close proximity
to a stop. Viennas General Hospital (akh) already
has its own underground link. Once the u2 has
been expanded further in 2010, Viennas fth-largest
hospital (Donauspital) will also be connected to the
underground network. Virtually any destination
in the supply area can be reached easily by under-
ground, tram and bus. In addition to these, there is
the communal taxi service astax and the night-time
bus network NightLine. It is possible to switch from
the underground to the rail services provided by bb
at ten separate locations, allowing easy access to
super-regional train services.

In order to improve further the degree of accessibil-
ity, Wiener Stadtwerke invested eur 748 million in
tangible assets once again in 2008. A signicant
proportion of this, eur 412 million to be exact, was
used to expand and maintain the public transport
network. Both diagrams illustrate the expansion work
planned for the underground network by 2010, as
well as the underground lines and tramlines planned
for between 2012 and 2019. Wiener Linien is set to invest
almost eur 1.8 billion by 2013 alone. Of this amount,
around eur 1.4 billion has been earmarked
for new underground line construction,
around eur 257 million for trams,
around eur 73 million for buses and
almost eur 60 million for underground trains.
Next underground line extension 2010 Planned underground and tramway lines 20122019
1) According to MPV 2003 evaluation
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Growth in the use of energy and materials has historically
yielded more benets than costs. As a consequence, the
past few centuries have seen a concerted and success ful
effort to sustain physical growth. To that end cultural
norms, the monetary system, political aspirations, pro -
d uction technologies, accounting tools, legal precedents,
corporate ethics, even our vocabulary have been adapted
to the task of promoting growth. But now it is becoming
obvious that further expansion in the use of energy and
material will generally produce more harm than good.
Falling fossil fuel reserves and growing climate change
will undermine the foundations of industrial society, if
current trends in energy use persist.
Thus nations are slowly beginning to search for the means
to achieve sustainability, to attain a balance between
humanitys demands on the planet and the earths ability
to provide. It will take centuries to succeed, and it will
change every facet of society. We have far to go.
There is not yet agreement even on what sustainable
development actually might look like. Thus lacking a clear
image of our long-term goal, we concentrate on short-
term measures, mainly reducing activities that are clearly
unsustainable. The most urgent, by far, are efforts to
reduce fossil fuel use. And success in those efforts will pay
diverse and enormous benets, not only for the climate.
Vienna is fortunate that its efforts in this area lie largely
within the purview of Wiener Stadtwerke. The rms
successes in promoting public transportation, raising
energy efciency, and stimulating growth in alternative
energy sources are chronicled in this report. They are
laying the foundations for a vibrant society after the
period of physical growth has long passed.
Professor Dennis L. Meadows
Professor Dennis L. Meadows, Head of the Laboratory of
Interactive Learning in New Hampshire (USA), member
of the Club of Vienna
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REMOVING BARRIERS FOR PEOPLE
WITH SPECIAL NEEDS
Ensuring accessibility to facilities and vehicles for
passengers who suer mobility constraints is of par-
ticular importance. In 2007:
every underground station and 66% of under-
ground tram stations were tted with lifts or
permanent ramps, with 98% of lifts and 97%
of escalators being available,
97% (2006: 96%) of tram stops and 95%
(2006: 94%) of bus stops were tted with
platform edges.
Similarly, the vehicles themselves should also be
free of barriers. As a result, the eet of buses has
been comprised solely of ultra-low-oor vehicles,
which are particularly low to the ground, since
21 May 2007. At the end of 2008, the proportion
of trams which were ultra-low-oor vehicles was
36.2% (referring to tramcars;, 2007: 32%). In 2008,
a further 23 ultra-low-oor (ulf) trams were de-
livered. A further 14 type B1 ulf trams are due for
delivery in 2009. Additional new generation vehi-
cles are then set to follow at an annual rate of 15 to
20 units. By the end of 2015, there will be a total of
300 ulf trams serving Vienna.
The Wiener Linien transport network has had a traf-
c guidance system in place for blind and visually
impaired people since 1998; the system works based
on the persons sense of touch. Wiener Linien is
constantly working to improve and expand further
these orientation aids. An example of this is the
poptis (Pre-, On- and Post-Trip Information System)
navigation system, an acoustic orientation system
for Viennas underground network. Building on ex-
perience gained with the poptis 1 project on the u3
underground line, the scope of the existing naviga-
tion system for blind and severely visually impaired
users of public transport was broadened to encom-
pass the entire underground network in 2007/2008.
During this process, footpath descriptions are tested
on mobility trainers and blind test people in the
course of station inspections, being adjusted to
meet their needs. In a three-weekly rhythm, station
after station was integrated into the system frame-
work developed in poptis 1. Since the end of 2008,
the target group can now navigate its way around
the entire underground network thanks to poptis 2.
The project was carried out in cooperation with the
Austrian Association for Blind and Visually Impaired
People (bsv), Austrian Care for the Blind Society
(bw) and the Austrian Society for Blind and Visually
Impaired People, and received funding from the Fed-
eral Ministry for Transport, Innovation and Technol-
ogy (bmvit).
By inviting tenders for the ways2go research pro-
gramme, Wiener Linien has been able to success-
fully secure funding from the bmvit for two further
research projects.
www.iktforum.at/IKTforum2006/Vortrag/
Roland%20Krpata_POPTIS.pdf
www.oebsv.at
www.blind.at
www.hilfsgemeinschaft.at
ulf, Wiener Liniens most accessible tram
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In the MofA project (mobility for everyone),
existing system solutions are being analysed in
concrete transport buildings for enhancements
which could be made in order to improve fur-
ther the quality of accessibility to our range of
transport services. This study is being conducted
in cooperation with Austrian Federal Railways
(bb), Viennas University of Technology (tu), the
Ertl Technical O ce for Transport Technology,
the Austrian Association for Rehabilitation (ar)
and the associations for blind people mentioned
above, as well as the ma28, ma33 and ma46
Municipal Departments.
In the ways4all project, work is being carried out
together with ar, bsv, bw, the hbs, bb, the
Joanneum Kapfenberg Technical College, Trans-
elektronik Messgerte GmbH and Baum Audiodata
GmbH on the system framework for setting up
a multi-sense orientation system, which should
serve the interests of every passenger who uses
Wiener Linien or bb.
Both projects were started in November 2008 and
are due to run until spring 2010.
A whole host of easily accessible information can be
found on the Wiener Linien website.
In addition to this, special events are held, in con-
sultation with organisations for disabled people, at
which new vehicles are tested by blind and visu-
ally impaired people. The locations of the controls
are described and felt, while the correct procedure
for boarding is explained, along with the facilities
available to hold on (loops, poles).
QUALITY
When we refer to the quality of services provided,
the criteria for determining this include safety,
speed, punctuality and cleanliness, as well as com-
fort and the way in which customer complaints are
handled.
SAFETY
Safety is a particularly sensitive topic for public
transport companies. Accidents receive copious
amounts of media coverage, often overlooking the
fact that public transport is considerably safer than
individual motorised transport, a fact which is regu-
larly conrmed by statistical analyses. According
to Statistics Austria, in the years between 2004 and
2006, around 25 to 30 times more people were injured
in road car accidents throughout Vienna than was
the case for all the passengers in buses, trams and
underground trains put together.
As far as Wiener Linien is concerned, it is to be
noted that the number and degree of severity of
accidents has not increased in recent years. Never-
theless, sensitivity to this topic has risen among
employees (also due to its problematic nature from
the point of view of liability). This is a positive
development because every accident is one too
many. To this end, we are working systematically
to reduce the risk of accidents.
Wiener Linien is Austrias only local public transport
company to voluntarily subject itself to certication
in compliance with Article 39 of the Austrian Railway
Act (EisBG). The necessary data is stored in the com-
panys system qse (Quality, Safety, Environment). In
this way, it can be ensured that all data concerning
safety are continually monitored and subjected to
periodic reporting, with safety improvement meas-
ures being integrated.
www.wl-barrierefrei.at www.statistik.at
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THE RISK OF BOARDING AND ALIGHTING
Despite the range of safety measures in place, there
is still a small but unavoidable risk of accidents and
injury when boarding and alighting public trans-
port. Wiener Linien is aware of this risk and takes
this into consideration when planning stops, while
also reecting this in vehicle technology and main-
tenance. Wiener Linien has a number of dierent
types of tramcars in service:
Type e1 (with c3 and c4 trailers) tted with xed
steps, photoelectric barriers in the door area and
a pneumatic (operated by air pressure) sensor
installed in the door frame to prevent people from
being trapped,
type e2 (with c5 trailers) tted with a retractable
step with a step-detection sensor and a xed step
above it, photoelectric barriers in the door area
and a pneumatic (operated by air pressure) sensor
installed in the door frame to prevent people from
being trapped,
ulf (ultra-low-oor trams) with outward opening
plug doors and photoelectric curtains in the entry
area, as well as protection against getting trapped
by means of motor current monitoring.
A study carried out by the Austrian Road Safety
Board (kfv) conrms that the risk of being injured
while boarding or alighting trams owned by Wiener
Linien is minimal. The few incidents which did
occur mostly involved the E1 vehicle model (0.21
accidents per train and year). This is most certain-
ly due to the missing additional step, increasing
the step height. The most modern trams record the
fewest number of accidents (ulf: 0.14 accidents
per tram and year, e2: 0,10 accidents per tram and
year). Despite this low level of risk, Wiener Linien
has implemented new safety measures.

TECHNICAL SOLUTION
All vehicles owned by Wiener Linien are regularly
serviced and overhauled. In particular, the door
mechanisms are inspected every day before the
trams leave the Wiener Liniens train depots. In
order to minimise this slightly higher residual risk,
type e1 tram cars are being redesigned so that they
will be on a par with type ulf trams by the middle
of 2010 (see sustainability programme page 72). The
rst prototype of a redesigned type e1 tram has been
in service since the end of 2008. In the me dium term,
type e1 and c3/c4 trams are set to be progressively
phased out of service. With this in mind, Wiener
Linien ordered a further 150 of the latest ulf gener-
ation trams, 15 to 20 of which will be delivered per
year. As a result, a total of 300 ulf trams will be in
service in 2015.
A SET OF MEASURES FOR SENIOR PASSENGERS
The study carried out by the Austrian Road Safety
Board revealed that 65% of accidents which occur
while boarding or alighting involve passengers over
the age of 65, despite the fact that they only make
up 14% of the total number of passengers. Elderly
female passengers are especially prone to accidents,
with the majority of accidents happening while
boarding. In order to reduce this gure, Wiener Li-
nien is consulting and visiting various senior citizen
establishments, together with the city of Vienna
tra c authorities, where it is giving a number of
presentations. Tailor-made brochures, campaigns
with media partners and advertisements targeting
this group of people are intended to stimulate the
interest of senior citizens and to raise their aware-
ness of this issue. You can nd more information
on safety at Wiener Linien, including training and
informing employees and passengers, on the Wiener
Linien website and on our sustainability portal.
THE SUBJECTIVE FEELING OF SAFETY
As part of its policy of ascertaining customer sat-
isfaction levels, Wiener Linien enquires about the
opinions of Viennas population concerning the
subject of personal safety, along with any specic
experiences. Enquiring about their opinions focuses
primarily on ascertaining their subjective feeling of
safety in vehicles, at stations and at stops during
the hours of darkness. Assessing personal safety is
www.kfv.at
www.wienerlinien.at
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SPEED
Speed is determined according to the average
transport velocity of all means of public transport
(underground, tram, bus) and tested in a random
fashion with stopwatches. The scheduled journey
times in 2007 were observed 95% of the time (+1%).
The speed of public transport also depends on how
tra c ows are controlled, particularly with regard
to controlled tra c lights. In 2007, there were 765 of
these in operation, with 38 of the 49 new units cap-
able of being controlled remotely.
heavily inuenced by the following factors:
visible personnel,
cooperation between Wiener Linien
and the police,
security facilities such as emergency call boxes,
passenger call boxes in the rail vehicles,
mobile phone reception or video surveillance,
design of the stations and stops.
The customer satisfaction survey achieved a very
good in 2007 in the area of personal safety (sub-
jective feeling of safety), as in the previous year.
In order to maintain this high level, Wiener Linien
developed a concept in 2008 to retrot type ulf b
trams with video surveillance. By 2010, 101 type
ulf b trams are due to have been retrotted with
video surveillance. In addition to this, new articu-
lated buses tted with video surveillance will be in
service from 2009 (Also refer to our sustainability
programme, page 72).
INVOLVEMENT IN THE HELP U
AND SAM PROJECTS
In order to improve the subjective feeling of safety
of its customers at critical points, Wiener Linien
developed the project Help U For social tolerance
and security at Karlsplatz, together with the city
of Viennas Drug Addiction Coordination Depart-
ment. Help U intends to prevent conict situa-
tions from occurring or escalating in the Karlsplatz
underground situation and at Karlsplatz itself by
urging people belonging to disadvantaged groups
to behave in a socially acceptable way. The results
have been very positive as can be inferred from an
analysis of the situation (see the statement made
by Birgitt Haller from the Institute for Conict Re-
search right-hand column). In view of the success
enjoyed by this pilot project, subsequent projects en-
titled sam (socialsafeactivemobile) and sam2
were initia ted to confront crises in public. The sam
teams work together with partners such as the po-
lice, Wiener Linien or the Drug Addiction Coordina-
tion Department (vws).
www.vws.or.at
www.drogenhilfe.at/java/803.html
An indicator of improvements made can be drawn from the
fact that, in autumn 2006, the Municipal Citizens Service
(MA 55) reported that, unlike in previous periods, no
complaints were made concerning Karlsplatz during the
previous months. The majority of groups interviewed gave
resoundingly positive feedback on the activities of Help U:
drug users, shop owners, employees of social facilities at
Karlsplatz and of educational and cultural institutions,
interviewees from Viennas city administration and the
police.
Birgitt Haller, Institute of Conict Research (IKF):
Evaluating Help U An initiative by Wiener Linien
and Fonds Soziales Wien
NUMBER OF TRAFFIC LIGHT INSTALLATIONS
NON-REMOTE-CONTROLLED TRAFFIC LIGHTS
REMOTE-CONTROLLED TRAFFIC LIGHTS
1997
2005 125 534
2006 545 171
2007
1998
1999 13 535
2000 32 522
2001
2002
2003
2004
45 514
64 518
74 522
90 532
494 5
525 5
556 209
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PUNCTUALITY
Punctuality is determined by observing if schedules
are kept according to the following key indicators:
Proportion of punctual departures (deviation
greater than two minutes, on lines with stand-
ing time at the end station, delays of more than
four minutes).
Design standard of the automatic operations con-
trol system (rbl).
For a number of years, the proportion of punctual
departures has been consistently over 95%, and
even rose to 96% in 2008. Moreover, since the end
of 2007, every bus and tramline has been equipped
with rbl.
CLEANLINESS
Here the quality indicator is the status of cleanli-
ness. Key indicators are:
The subjective feeling of cleanliness as inferred
from the customer satisfaction surveys.
Internal cleanliness inspections.
In 2007, the customer satisfaction survey recorded
a very good for overall appearance. This was al-
most certainly the result of individual measures for
improvement, such as changing the time intervals
between cleaning and making increasingly regular
use of an underground trackbed cleaning vehicle
(Engelbert vacuum cleaner). The state of clean-
liness in underground trains, trams and buses, as
well as in company buildings, was ascertained by
means of an employee survey. The overall rating
was good. In order to improve this and to meet
the rising expectations of customers, Wiener Li-
nien has launched a cleanliness oensive (see page
41/42).
COMFORT
In order to make our vehicles more comfortable for
customers, the new buses, underground trains and
ulf trams have been tted with temperature reduc-
tion units and dehumidiers to create a pleasant
climate. In order to keep energy consumption as low
as possible for these units, the temperature inside
the cars is constantly reconciled with the prevailing
outdoor temperature.
MODERN TECHNOLOGY
FOR PURCHASING TICKETS
By introducing modern communication technology,
Wiener Linien hopes to further improve comfort and
convenience levels for its customers. The range of
innovative services on oer includes the two elec-
tronic sales channels m-ticketing (purchasing tickets
via your mobile phone) and the online ticket shop.
Thanks to Near Field Communications technology
(nfc), it has been possible to purchase even single
tickets with a mobile phone since September 2007.
Travel tickets can be purchased in the online ticket
shop and printed from a home PC. These modern
sales channels are being welcomed with open arms
by customers: mobile phone ticketing grew by
almost 50% in 2008, while the online ticket shop
managed to increase its turnover around 20-fold
compared to the previous year.
m-ticketing: the innovative
service from Wiener Linien
www.wienerlinien.at
melden:
sch im Zuge des ersten
uf SMS mit JA antworten,
um Anmeldung durch zu
net unter www.paybox.at.
uch in allen A1 Shops
andel mglich.
ndyticket in Wien und
aybox haben, stehen
richtungen zur
cket,
ebb.at und
0 6000
nien Hotline 7 (sterreich-
810/729 269
nd
rungen
FAHRSCHEINE
GIBT'S BERALL:
DAS HANDYTICKET.
www.paybox.at
Ein Service von
,
,
und
FAHRSCHEINE
GIBT'S BERALL:
DAS HANDYTICKET.
www.paybox.at
Ein Service von , , und
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In view of the amount of interest shown, ticketing
services are constantly being expanded. In particular,
the option of purchasing annual network cards since
the end of 2007 has attracted considerable interest.
Since the 2008/2009 winter semester, students of
certain universities have also been able to purchase
semester tickets online; other universities are set to
follow suit.
In spring 2008, Wiener Linien added an additional
function to the 335 user-friendly touchscreen ticket
machines located in underground stations. This func-
tion, operational since May 2008, allows customers to
purchase parking tickets for Viennas limited parking
zones at any ticket machine in any underground sta-
tion. In order to make it easier for wheelchair-bound
customers to purchase tickets, at minimum one of the
machines near a lift has been mounted lower to the
ground to improve accessibility.
COMPLAINT MANAGEMENT
The worst-case scenario is that dissatised custom-
ers simply do not come back. Best case scenarios
involve them complaining and giving the company
the opportunity to address grievances and to learn
from its mistakes. This makes it imperative for a
functional complaint management system to be in
place, one which takes customer concerns seriously,
in order to ensure high levels of customer satisfac-
tion. In this way, clear customer feedback on their
experiences and on any perceived shortcomings is
routinely passed on to relevant internal positions
for action to be taken.

THE CUSTOMERS VOICE
THE PASSENGER ADVISORY BOARD
Above all, the success of Wiener Linien depends on
the degree of customer satisfaction. Aside from as-
certaining customer satisfaction, the so-called Pas-
senger Advisory Board was set up in 2004 in order
to oer Viennas population another opportunity
to speak out, as well as to ensure that the customer
remains the focal point of the activities of Wiener
Linien. Its tasks include:
Representing the interests of existing
and potential Wiener Linien customers.
Consulting with Wiener Linien concerning
schedule, network and tari issues, for example.
Submitting suggestions for changes
and improvements.
Acting as a medium for information.
Professor Hermann Knoacher is chairman and
spokesperson of the Passenger Advisory Board.
The Passenger Advisory Board meets around ve
times a year and the sessions are not open to the
public. At least one general manager from Wiener
Linien participates at these Passenger Advisory
Board meetings.
The Wiener Linien Board of Management is obliged
to report motions put forward by the Passenger Ad-
visory Board.
CUSTOMER SATISFACTION
When viewed from an international perspective,
Viennas population is exceptionally satised with
the quality of its public transport. This was revealed
in a study commissioned by the European Commis-
sion concerning the opinion poll of life quality in
75 European cities. Out of the 75 European cities in-
cluded in this study, Vienna came in an impressive
second place, being pipped only by Helsinki.
As shown above, Wiener Linien is working to satisfy
its customers in a number of dierent areas. Its
success can be observed, for instance, in the number
of annual passes issued, which rose from around
322,000 in 2006 to more than 334,000 in 2007, and
then to a solid 341,000 in 2008 (+2.1%).
In recent years, Vienna has continued to perform ex-
ceptionally well in international surveys of quality
of life in cities (see page 10 and 24), which is largely
due to the quality of public transport.
ec.europa.eu/regional_policy/sources/docgener/studies/pdf/
urban/survey062007_de.pdf
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FINDINGS OF CUSTOMER SURVEYS
In the customer surveys, a distinction is made
between the overall results for the range of public
transport services on oer in Vienna and the ndings
associated with the services provided by Wiener
Linien. With this in mind, satisfaction levels of those
interviewed with public transport in Vienna improved
continually. In 2007 the top value achieved in the
previous year of 85% was maintained. The proportion
of dissatised customers fell from 8 to 7%, while the
remaining 8% (2006: 7%) were undecided.
Indeed, the ndings associated with Wiener Linien
were even better: between 1996 and 2007, customer
satisfaction levels remained consistently high,
equating to more than nine out of ten Wiener Linien
customers expressing satisfaction (see image above).
The interviewees satisfaction levels with public
transport are determined according to a satisfaction
index. The level of satisfaction for the group of cus-
tomers (see image on the right) is not given as a per-
centage but as an index. The interviewees are asked
how satised they are with the means of transport,
for example. Possible responses are: very satised,
satised, dissatised, very dissatised. The share of
satised responses is then entered on to a scale from
-100 to +100. Therefore, +100 means total satisfaction
with the characteristic in question; an index rating
of zero would indicate 50% satisfaction; and a rating
of -100 would indicate total dis satisfaction with the
rele vant characteristic. The value for 2007 for the ex-
ample means of transport is in fact +60, as seen in the
graph, which equates to a share of satised people of
80%. Data for 2008 will be available in summer 2009.
The ndings from these analyses are also used in
Wiener Liniens internal quality monitoring system.
SERVICE STANDARDS MYSTERY SHOPPING
Wiener Linien is tasked with serving customers to
very high standards and is committed to improv-
ing these continually. To this end, so-called service
standards, as dened for the areas of customer
service and sales, were set out in 2006. With the
close involvement of employees concerned, it was
SATISFACTION WITH PUBLIC TRANSPORT IN VIENNA
ON AN INDEX FROM -100 TO +100
MEANS OF TRANSPORT
SERVICE
APPEARANCE
RANGE OF SERVICES ON OFFER
INFORMATION
PERSONAL SECURITY
CUSTOMER ASSESSMENT OF WIENER LINIEN
OVER THE PAST TEN YEARS
POSITIVE IN %
NEGATIVE IN %
GRADE
The values for 2008 were not available at the time of going to print.
2000 2001 2002 2003 2004 2005 2006 2007
+20
+30
+40
+50
+60
+70
6 2.1
6 2.1
1999
1998
2007
2000
2001
2002
2003
2004
2005
92 8 2.4
93 7 2.3
87 13 2.4
92 8 2.2
92 8 2.3
93 7 2.2
95 5 2.1
2006 94 6 2.1
94
94
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determined how employees should interact with
our customers and how our customer areas could be
designed in a more customer-friendly way. In 2008,
the mystery shopping project, undertaken with the
agreement of the employees, checked to ensure that
these standards were being met. Each tester was
given a simulated situation (e. g. buying a senior
citizen annual pass or simulating a complaint situ-
ation), together with a list of criteria according to
which the test visit or test call should be assessed.
It was not the individual employees who were being
observed, but the team as whole. The results were
extremely positive and, in the opinion of tqs, the
partner carrying out the tests, such values are rarely
achieved in practice. The employee training courses
and jointly dened service standards which have
been spearheaded over the past few years have ob-
viously paid o.
BENCHMARKING
Since 2004, Wiener Linien has been participating in
an annual comparative study of customer satisfac-
tion in transport companies from seven European
capital cities (Stockholm, Oslo, Helsinki, Copen-
hagen, Vienna, Geneva and Berlin), known as best
(Benchmarking in European Service of Public Trans-
port). The following questions are being explored:
the general satisfaction of the population with the
transport company, the range of transport services
oered, reliability, information, behaviour of the
sta, safety (subjective and operational safety),
comfort, value for money, company image and cus-
tomer loyalty towards the company. When com-
paring the cities, the best values are taken as the
benchmark for judging the others.
In this comparison of cities, Vienna came out on top
between 2005 and 2007 in the categories safety
and loyalty, as well as taking top spot in the cat-
egories general satisfaction of the population and
value for money in 2007. These placings could not
be retained in 2008. The causes are currently being
analysed, after which measures for improvement
will then be drawn up.
MEASURES TO IMPROVE
Wiener Linien has derived a number of measures
from the ndings of the customer satisfaction survey
and the best project, one of which involved launch-
ing information and cleanliness oensives. The 2008
cleanliness oensive included, among other things:
-33
-5 78
86
84
71
74
82
78
56
87
80
-8
-9
-12
-7
-6
-12
-4
-7
AGREE DISAGREE
CITIZEN SATISFACTION
RANGE OF VALUES IN 2008
INFRASTRUCTURE
RELIABILITY
INFORMATION
BEHAVIOUR OF STAFF
PROTECTION AND SAFETY
COMFORT
VALUE FOR MONEY
COMPANY IMAGE
LOYALTY
2008 2007 2006 2005
City A (78) Vienna (80) City E (81) City F (83)
City B (86) City B (84) City B (70) City D (73)
City B (84) City B (84) City A (79) City D (82)
City A (71) City A (71) City A (66) City A (64)
City A (74) City A (75) City A (76) City A (72)
City C (82) Vienna (87) Vienna (81) Vienna (81)
City B (78) City B (77) City A (67) City A (66)
City B (56) Vienna (53) City E (50) City D (60)
City C (87) City C (89) City A (85) City C (82)
City E (80) Vienna 81) Vienna 75) Vienna (79)
TOP POSITION IN A COMPARISON OF CITIES (RENDERED PARTIALLY ANONYMOUS)
41
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the children particularly aected by this, Wiener
Linien was involved in creating the childrens book
Divorce hurts. The book is available for interested
children and parents free of charge thanks to this
nancial support.
In the Golden Tramway project, nursery and
schoolchildren are introduced to the exciting world
in the eld of public transport, its social infrastruc-
ture links and its importance for the smooth run-
ning of the city, in cooperation with the Education
Agency. The range of materials provided with this
project include teacher information, worksheets,
presentations, transparencies, videos, audio material
and other information, as well as project material
for use in interdisciplinary project-based classes.
For around 20 years, old items of equipment and
other objects (e. g. route boards, timetables, stickers)
have been put up for sale three or four times a year
at the Wiener Linien ea market. The takings, which
amount to between eur 3,000 and eur 5,000 each
year, are donated to disabled children, in particular
those who require extra support because state fund-
ing does not su ce, for example.
More than 1,600 women in Austria die each year as
a result of breast cancer. The objective of the private
The mobile information board during euro 2008
Setting up and implementing the cleanliness
procedure throughout Wiener Linien.
Gathering performance evidence for peak times
during euro 2008 (see page 31).
Awareness management e.g. internal poster
campaign (placards, bills and notices).
As part of the information oensive to improve the
subjective feeling of information, a considerable
amount of eort is being put into oering electronic
individual information by:
Expanding the electronic passenger information
automated operations control system (rbl).
Orchestrating a more user-friendly internet pres-
ence by, for example, integrating timetable in-
formation into the homepage of Wiener Linien to
make it easier to use for visually impaired users.
A separate website for young people with attractive
oers and relevant informations.
This oensive is accompanied by:
a subject-oriented folder (all about us),
more information being provided via
notices and announcements,
the new concept for Viennas Ringlinien,
in place since 26.10.2008,
time displays,
mobile information board.

Our mobile information board acts as an additional
source of information for our customers in cases of
extended periods of disruption, such as rail replace-
ment bus services due to roadworks, large events
such as EURO 2008 or the annual Donauinselfest,
a festival held on the Danube Island.
SOCIAL COMMITMENT
Wiener Linien is always open to new ideas from its
customers and supports projects which benet
the people of Vienna. Below are three examples.
Changing social values and role models are particu-
larly reected in the increase of so-called patch-
work and single-parent families. In order to support
www.wienerlinien.at
www.rideontime.at
www.wienerlinien.at
www.schule.vienna.at/gt/
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Austrian Foundation for Mammary Health (Stiftung
fr Brustgesundheit) is, among other things, to save
lives through early diagnosis. This means that the
public should be broadly sensitised to the issue,
with more women being directly encouraged to go
for screenings. Since August 2008, this objective has
been supported by the so-called pink ribbon-ulf
tram, which is in service on the d tram line.
WIENER LOKALBAHNEN
Wiener Lokalbahnen ag (wlb) is also part of Wiener
Stadtwerke Group. It provides regional and local
public transport services in Vienna and the metro-
politan areas to the south of Vienna as part of the
Eastern Transport Association (vor). Wiener
Lokalbahnen also owns a further three companies:
Wiener Lokalbahnen Verkehrsdienste GmbH (wlv)
provides transportation services to passengers with
special needs in Vienna.
Wiener Lokalbahnen Busbetrieb GmbH (wlbb) ful-
ls transport contracts on behalf of Wiener Linien.
Wiener Lokalbahnen Cargo GmbH (wlc) transports
goods both via the wlb infrastructure as well as
on foreign infrastructure networks (Hamburg, Rot-
terdam, Duisburg, Budapest) as part of its focus on
international goods transportation.
Around 40% of commuters from the south of Vienna
travel with wlb on a daily basis, on the aectionately
termed Badner Bahn, which travels 30.4 kilometres
from Baden to Vienna and back. In addition to com-
muters travelling to work and school, wlb also has
an above-average share of holidaymakers and shop-
pers. A total of around 30,000 passengers travel with
wlb every day. In order to improve both comfort and
journey times, ultra-low-oor rail cars have now been
introduced. Moreover, every station (with one excep-
tion) has been tted with real-time displays. Similarly,
stations and vehicles owned by Wiener Lokalbahnen
have been undergoing retting work since 2007 to
render them more accessible, in compliance with
new legislation.
The range of transport services oered by wlb will
entice more passenger and goods tra c away from
the roads and onto rails, as well as reducing the
amount of individual motorised tra c in the Greater
Vienna metropolitan area. Overall, this will help to
protect the environment by reducing energy con-
sumption levels and exhaust emissions. In order to
reduce the quantity of electricity consumed in wlb
stations, energy-saving light bulbs have been pro-
gressively tted in stations and stops since 2006.
This process is due to be completed in 2010. In
add ition to this, train stations are no longer illu-
minated around the clock, but only when they are
in oper ation. For a number of years, the use of led
signal lights has become the standard in the eld of
signal technology, since they are more e cient and
can function on average for two years without ex-
periencing any problems.
With a view to optimising internal processes, wlb is
planning to merge depots and workshops into one
building. To this end, construction work on a new
depot building in close proximity to the workshop is
currently being prepared. The electrical systems and
building heating will be run with energy-e cient,
environmentally friendly technologies. The principle
of ecological building site management will underpin
the construction procedures in practice.
Pink ribbon-ulf
www.brustgesundheit.at
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ONLY SATISFIED CUSTOMERS REMAIN
LOYAL CUSTOMERS THIS IS WHY WE
INVEST IN QUALITY, PERFORMANCE
AND SAFETY.
Customer satisfaction is a crucial factor in ensuring
the commercial success of our company. There is
always at least one alternative provider in the market
for virtually all of the services we oer. This is what
we are competing against. Our company enjoys so
much success because we oer our customers a
tailor-made, high-quality product at the cutting
edge of ecolo gically sound technology and at reason-
able prices. If it becomes evident that customers are
not satised with us, or their expectations rise, it is
our express objective to improve correspondingly. To
this end, our group companies also provide a func-
tional and eective complaint management system,
in addition to the services and advice on oer. More-
over, we conduct surveys with our customers to de-
termine how satised they are with our ser vices, as
well as to nd out about new products and services
which may be wanted. At Wien Energie, the services
on oer range from individual consultation and
online energy saving checks to a 24-hour hotline for
emergencies and faults. After all, Wien Energies
customers always come rst.
Claudia Weichpold,
Wien Energie Vertrieb GmbH & Co KG, Market Research, Process and Data Management
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ECONOMY 44
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eur 1,449.3 million compared to the previous year. In
particular, revenue from production and distribution
rose signicantly as a result of the increased volume
of sales, as well as the energy price being upwardly
adjusted in line with international price trends. In
the gas and heating sector, the colder weather condi-
tions (compared to the previous year) had a positive
eect on the volume of sales and turnover. As a result,
revenue from gas sales rose considerably by around
23% to eur 356 million. Similarly, heating sales also
enjoyed positive development, achieving a volume of
around eur 454 million. The transport sector gener-
ated around 18% of overall turnover, with sales rising
largely due to the tari increases from 2007 which
took full eect over the entire year in 2008, but also as
a result of the increased amount of revenue generated
by higher passenger loads during EURO 2008. This
improvement has similarly been underpinned by a
sound tourism industry and higher sales of long-term
network passes.
The group posted a negative operating result in the
amount of eur -26.1 million on the back of rising de-
preciation charges as well as increased outgoings for
personnel, material and other operational expenses
a considerable improvement on the previous years
gure of eur -78 million. Over the past ve years, sales
e ciency has developed positively (group turnover/
average number of employees). Due to the strong
growth in sales, this positive trend also continued in
OUR CONTINUAL INVESTMENT
IN SUSTAINABILITY
TURNOVER AND PROFIT
In the 2008 business year, Wiener Stadtwerke re-
corded turnover of eur 2,767.8 million. The increase
of eur 370 million (+15.4%) compared to the previ-
ous year is largely due to higher revenues of electri-
city consumed, as well as a weather-related increase
in gas and heating revenues. In the area of trans-
port, higher revenues were recorded as a result of
increased transport ows and the tari increases im-
plemented in 2007 which took full eect in 2008.
OUR CO
DEVELOPMENT OF GROUP PROFIT OR LOSS
ON ORDINARY ACTIVITIES
IN EUR MILLION
2008
2006
2007 45.9
46.0
8.3
DEVELOPMENT OF SALES REVENUES
IN EUR MILLION
2008
2006
2007 2,397.8
2,378.5
2,767.8
The energy sector constitutes the largest single
source of revenues, accounting for 80% of overall
turnover. Sales of electricity increased by 13% to
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46
2008 despite the increase in the headcount as a result
of the integration of Stdtische Friedhfe Wien.
Non-operational results have noticeably worsened
as a result of the prevailing nancial crisis. This is
largely due to changes in the value of shares and to
lower dividends being paid. The reported impair-
ment charge in the amount of eur 76.9 million con-
cerns the investment funds held by Wiener Stadtwerke
(WStW). These funds serve to guarantee indirect
pension obligations together with other long-term
investments. The impairment charge at 31.12.2008
represents approximately 6.1% of the book value at
31.12.2007. The amount of eur 76.9 million was oset
by dividend receipts in the amount of eur 38 million
during the business years, such that the balance
of the WStW investment funds was recorded in the
nancial results as being eur -38.9 million.
When viewed over the longer term, WStW investment
funds enjoy annual returns at rates above those of
the money market, while of course being subject to
an nual uctuations in line with developments on the
capital market. The year 2008 was a year marked by
a signicant downtrend in the stock markets coupled
with poor performance in the other asset categories,
with the exception of government bonds. The nan-
cial crisis and its consequences for the real economy,
along with the associated gloomy forecasts for the
global economy, can certainly be described as an ex-
ceptionally dire situation. Although it is evident that
we should not expect a speedy recovery in 2009, we
do not consider the long-term yields of our investment
funds to be in jeopardy.
Prot or loss on ordinary activities totalled eur 8.3 mil-
lion (2007: eur 45.9 million), taking account of the
nancial result of eur 34.3 million which is attrib-
utable primarily to share, investment and interest
income. In total, the groups consolidated net prot
for the year after retained earnings adjustments was
eur 42.1 million.
INVESTMENTS
The nancial strength of the company made it pos-
sible to continue with the high level of investment ac-
tivity. In 2008, the main focus was on completing the
repowering of Simmering 1 as well as expanding the
underground and the groups eet of vehicles. These
investments ensure our ability to compete, help to im-
prove quality of life for Viennas population and guar-
antee a considerable number of jobs in Austria due to
their overall economic eects.
VOLUME OF CAPITAL INVESTMENTS
IN EUR MILLION
2007 826.9
2006 744.0
2008 748.0
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Linien constantly improves the range of service on
oer, raising comfort levels and convenience for its
passengers by means of a diverse array of measures
(e.g. controlling the temperature inside the vehicles,
a drive to convert to low-oor vehicles and through
customer information). The challenge faced by the
company is to continue to satisfy customers in the
face of their ever-rising expectations. This is also the
case for the a liated company Wien Energie.
Based on the ndings drawn from customer surveys,
measures to improve performance are implemented
on a regular basis. For instance, surveys carried out
by Wiener Lokalbahnen led to a complaints manage-
A key factor determining the level of competitiveness
of a service company is customer satisfaction. Our af-
liated companies report regularly on how satised
customers are with their performance. For instance,
Wiener Linien serves a broad range of customers
including those with monthly passes, occasional
passengers from Vienna and the surrounding area,
as well as tourists. With this in mind, it takes great
pains to address the varying expectations of each in-
dividual customer group. Questions which are posed
include those enquiring about how they assess the
quality of service, the quality of transport mediums
and timetables, or about how safe they feel. Wiener
Customer satisfaction is our top priority
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Members of the MofA project on a tour of the
underground
ment system being introduced and to trains and sta-
tions undergoing regular cleaning at the weekend
as well as during the week. Wien Energie Gasnetz
equipped service technicians with protective covers
for footwear in order to reduce the risk of custom-
ers domiciles getting dirty. As far as the companies
owned by Wien Energie are concerned, business
customer surveys revealed that these customers pre-
ferred to have a single contact person rather than
a number of dierent ones to whom they can go in
order to deal with any issue ranging from billing to
energy advice. In 2008, a corresponding pilot project
was launched, with the ndings being expected in
2009.
RESEARCH & DEVELOPMENT
Wiener Stadtwerke approaches its research and
development activities with two main objectives in
mind: On the one hand, we constantly look for ways
to improve the quality of our services and thus work
on improving components and products, such as
the public transport vehicles, for example often in
cooperation with suppliers. On the other hand, we
garner valuable technical knowledge through our
involvement in research projects looking into future
technologies. By participating in no less than four re-
search projects simultaneously, Wien Energie Strom-
netz is attempting to get to grips with how electricity
grids might be designed in the future with a view to
preparing itself for the future demands placed on
electricity grids, such as integrating the increasing
number of decentralised generation plants using re-
newable sources of energy, levelling out pronounced
uctuations in the volume of electricity fed into the
grid and developments in the area of electric mobility.
In 2008, Wiener Linien had a leading involvement
in two projects as part of the ways2go programme
promoted by the Federal Ministry for Transport,
Innovation and Technology (bmvit) like MofA
Mobilitt fr Alle (mobility for everyone). Please
refer to pages 50 and 51 for more details on these
projects.
In view of the importance of research and develop-
ment to our own ability to compete as well as for the
future success of the Austrian economy, we would
like to intensify our research and development activ-
ities between now and 2010. A corresponding cata-
logue of measures has since been drawn up which
include the setting up of a central R&D coordination
site (see our sustainability programme from page 72).
Further information on the topics of
Corporate Governance,
Risk Management,
Compliance,
Spreading the value-added,
Regional value-added.
can be found on the sustainability portal of
Wiener Stadtwerke.
www.nachhaltigkeit.wienerstadtwerke.at/oekonomie.html
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PROJECT FUNDING AUTHORITY
NATIONAL TECHNOLOGY PLATFORM SMART GRIDS AUSTRIA
The Austrian technology platform Smart Grids Austria is currently being set up
under the auspices of the Federal Ministry for Transport, Innovation and Technology
BMVIT and the BWMA (now Federal Ministry of Economy, Family and Youth BMWFY).
The objective is to highlight Austrias need for an intelligent electrical grid and the
economic benets thereof.
Duration: 05/2008 10/2009
Implementation
Siemens AG sterreich (coordination, project management), Fronius Inter -
national GmbH, Inneon Technologies Austria AG, Haslinger & Gstrein GmbH,
Energie AG O Netz GmbH, Linz Strom Netz GmbH, Salzburg Netz GmbH,
Wien Energie Stromnetz GmbH, Vorarlberger Kraftwerke Netz AG, Stromnetz
Steiermark, Austrian Association of Electricity Companies (VE), arsenal research
Ges.m.b.H., Vienna University of Technology, Graz University of Technology,
Inter-University Research Centre for Technology, Work and Culture (IFZ).
Environment and energy fund:
Programme for the future
ADRES AUTONOMOUS DECENTRALISED REGENERATIVE ENERGY SYSTEMS
The following questions are being explored: How much can we reduce our energy
consumption without having a major impact on comfort or economic growth? and
Which technologies make fully regenerative supply possible?
The objective is power autonomy:
- The route to economy and efciency
- Regional security of supply
- Modal for development regions
- Compatibility with distribution network
Duration: 30 months
Implementation
TU Wien, Bewag Netz GmbH, EVN Netz GmbH, Inneon Technologies Austria AG, Ver-
bund Austrian Power Grid, Arsenal research Ges.m.b.H., Wien Energie Stromnetz GmbH
Environment and energy fund:
Programme for the future
MOBI-KID
Children at primary school age often have very little contact with the public transporta-
tion system. A whole host of factors result in physical and cognitive barriers being cre-
ated which make it difcult for children to use the public transportation system. These
barriers to using the public transportation system should be removed by the provision
of stationary, child-friendly information, new media information and implementing
measures to increase self-condence.
Depending on how old the children are, it may be worthwhile providing information in
a playful way, for instance with a board game which could be developed. Older children
who are already accustomed to using a mobile phone should be able to access the in-
formation they need from a web-based platform and to be given a game for their mobile
phone. Project completion: 2010
Implementation
Wiener Linien GmbH & Co. KG (project management), Eastern Transport Association
(VOR) GmbH, Factum Chaloupka & Risser OHG, Fluidtime Data Services GmbH, ABC
Consulting Alexander Chloupek
BMVIT: IV2Splus programme,
programme line ways2go
Innovation & Technology for
Evolving Mobility Needs
50
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MOFA MOBILITY FOR EVERYONE
The aim of this project is to set up a study to draw up a planning base for barrier-free
forecourts and entrance areas, as well as barrier-free access to public transport.
Based on the status quo and a needs analysis, a method for assessing the degree of
accessibility of adjacent and entrance areas, stops and transport buildings should be
developed. Before the test model being developed undergoes trials by means of station
inspections, assessment criteria should be drawn up in consultation with the transport
users concerned, along with a universal procedure for describing, observing and
classifying points; this does not exist currently.
The project ndings will be compiled in a summary which is then used to inspect and
assess the existing system solutions. On the one hand, the existing weaknesses should
be documented while, on the other, best practice solutions should be identied and inte-
grated into the project Vienna Central Station and in other build ing projects. The project
is due for completion in 2010.
Implementation
Wiener Linien GmbH & Co. KG (project management), city of Vienna municipal depart-
ments MA28, MA33, MA46, Vienna University of Technology (institute integrated study),
Technical Ofce for Transportation Technology Ertl, BB Infrastruktur Bau AG, BB
Netz- und Streckenentwicklungs GmbH, Austrian Federal Railways, Austrian Associ-
ation for Rehabilitation (AR), Austrian Association for Blind and Visually Impaired
People BSV, (regional group for Vienna, lower Austria and Burgenland), Austrian Care
for the Blind Society (BW), Austrian Society for Blind and Visually Impaired People.
BMVIT: IV2Splus programme,
programme line ways2go
Innovation & Technology for
Evolving Mobility Needs
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ONE MILLION TONNES LESS CO
2

EMISSIONS RELEASED BY THE
SIMMERING 1 POWER PLANT UNIT
DUE TO MEASURES TO IMPROVE
EFFICIENCY!
For more than 100 years, power plants in Simmering
have been supplying Vienna with electricity and dis-
trict heating. In 2009, work on modernising (repower-
ing) the old power plant unit 1 was successfully com-
pleted at a cost of around eur 300 million. The plant
is now one of the most modern combined heat and
power plants in Europe. This so-called co-generation
(combined heat and power) technology enables us
to harness up to 86% of the energy content in natural
gas and to convert this into electricity and district
heating. The power plants faade has been tted
with photovoltaic panels which produce additional
electricity. Even the cooling water from the thermal
power plants is used to produce eco-friendly electri-
city by means of an outlet turbine. The mod ernised
power plant has an electrical output of 700 mega-
watts and a heat output of 450 megawatts. This ena-
bles 800,000 residential and 7,000 business custom-
ers to be supplied with electricity, and an add itional
200,000 customers with district heating. If this
quantity of electricity and heating were to be pro-
duced in a conventional coal-red power plant and
in oil-burning furnaces, each year over a million extra
tonnes of co
2
would be released into the atmosphere.
Josef Wieser,
Wien Energie Fernwrme, Shift Electrician at the Pfaffenau facility
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plant reduced generation capacity, the share of
domestically produced energy compared to the total
quantity of energy could, however, be increased.
Moreover, since 2008, the plants owned by Energie-
comfort have been subject to monitoring. However,
the rise in co
2
emissions, and thus the companys
carbon footprint, is due to the increase in domes-
ti cally produced energy. Our goal is to take every
VIENNAS HIGHEST
QUALITY OF LIVING
PROTECTING THE ENVIRONMENT
Climate change represents the greatest ecological
challenge facing humankind. In its ght against the
root causes of this, the European Union has con-
centrated its eorts on the so-called 20-20-20 target.
By 2020, the following targets should have been
achieved:
a reduction in greenhouse gas emissions of 20%
1)
;
an increase in proportion of energy produced from
renewable sources of 20%; and
an overall increase in energy e ciency of 20%.
Energy providers under public ownership, such as
Wien Energie, have a particular responsibility to
ensure that these environmental targets are met.
OUR CARBON FOOTPRINT
The majority of co
2
emissions produced by Wiener
Stadtwerke over 95% occur during the processes
of generating and providing energy (not including
purchasing additional electricity).
Fluctuations in the quantity of co
2
emissions released
are generally the result of weather-related changes
in demand and the prevailing prices in the electricity
markets. Wiener Stadtwerkes subsidiary, Wien
Energie, generates electricity in its thermal power
plants solely by means of co-generation (chp) tech-
nology. When the demand for heat is met, additional
electricity is only produced if prices in the electricity
markets are higher than the costs of self-generation.
Despite the fact that construction work associated
with the project to repower the Simmering 1 power
T CO
2
2008
2007/2008*
2007
2006/2007*
2006
2005/2006*
ELECTRICITY
AND HEAT
GENERATION 2,660,559 2,209,634 2,882,337
FLEET OF VE-
HICLES, DIRECT
EMISSIONS 53,158 47,494 50,223
OTHER
FACILITIES:
Building heating,
industrial
consumption,
and natural gas
without incom-
plete combustion 94,446 20,162 31,628
TOTAL
**
2,808,163 2,277,290 2,964,188
* Data from Wien Energie
** Since 2008, including Energiecomfort plants at home and abroad
SUMMARY OF CO
2
EMISSIONS RELEASED
BY WIENER STADTWERKE
IN %
2007
1.1 97.2 1.7 2006
2008
0.9 97.0 2.1
3.4** 94.7 1.9
1)
Or even by 30% in case of international agreement
VIENNA
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chance to protect the environment. The key elem-
ents of our commitment to protecting the envir-
onment are outlined in the following section.
ENERGY-EFFICIENT COMBINED HEAT AND
POWER (CHP) PLANTS
The co-generation plants owned by Wien Energie
Wienstrom enjoy an average of fuel utilisation ratio
of over 74% during the heating season (see table:
Fuel utilisation ratio of the Vienna power plant
park). In addition to this, Wien Energie Fernwrme is
able to utilise industrial heat, from the omv renery
for example, which cannot be used elsewhere.
FUEL UTILISATION RATIO OF
THE VIENNA POWER PLANT PARK
NET ANNUAL
UTILISATION
RATIO OF THE
CO-GENERATION
POWER PLANTS*
2008
2007/2008
2007
2006/2007
2006
2005/2006
During the
heating season 77.4% 75.3% 74.7%
* Ratio between the total quantity of electricity and heating generated and the
quantity of fuel necessary
REPOWERING SIMMERING 1
As a result of the modernisation work carried out
in 2007/2008 on the Simmering power plant 1, its
e ciency ratio when solely producing electricity has
been increased from 43% to more than 55%. When
generating both electricity and heat together, the
fuel e ciency ratio during the next heating season
can reach total around 82%. Thanks to the co-gen-
eration technology in place, the plant is able to save
more than one million tonnes of co
2
emissions each
year over a conventional coal-red power plant, in-
cluding replacing oil-burning furnaces for district
heating. Overall, this gas-red power plant supplies
around 800,000 residential and more than 7,000
business customers with electricity, and a further
200,000 households with district heating.
USING RENEWABLE SOURCES OF ENERGY
Wien Energie also makes use of renewable sources of
energy, for example, in hydropower plants (in Lower
Austria and Wien-Nussdorf), in the Simmering forest
DEVELOPMENT OF ELECTRICITY QUANTITIES,
DIFFERENTIATING BETWEEN OWN PRODUCTION
(LEFT) AND PURCHASED (RIGHT)
IN %
MWH
2008
2007/2008
2007
2006/2007
2006
2005/2006
GENERATED
ELECTRICITY 5,432,944 4,661,309 5,619,269
PURCHASED
ELECTRICITY 6,374,431 6,731,469 6,466,520
TOTAL 11,807,375 11,392,778 12,085,789
INCREASE
ON PREVIOUS
YEAR 3.64% -5.73%
www.wien.gv.at/umwelt/klimaschutz/klip/
53.5 46.5 2006
2007 59.1 40.9
2008 46.0 54.0
12.1 M MWH
11.4 M MWH
11.8 M MWH
55
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Platz and in the Simmering main workshop, the heat-
ing system will be converted to make use of geother-
mal energy.
Wiener Linien has decided on a renovation plan for
each of its buildings with a view to reducing heating
requirements by installing heat insulation faades,
heat insulation double-glazing, etc. (see sustainabil-
ity programme, page 72). The corresponding meas-
ures will be implemented as required.

PROTECTING THE ENVIRONMENT
BY MEANS OF PUBLIC TRANSPORT
Tra c is the single largest source of greenhouse gas
emissions in Vienna, amounting to 34.7%. The most
important countermeasure in the area of passenger
tra c is to reduce the amount of individual motor-
ised tra c. Even a fuel-e cient car produces more
co
2
emissions per person and kilometre than buses,
trams and underground with an average passenger
load. According to calculations made by the Associ-
ation of German Transport Undertakings (vdv), the
co
2
emissions attributable to a passenger in a bus
with an average passenger load are less than a third
of the emissions attributable to a passenger in a car
with an average passenger load. At rush hour, the
co
2
emissions per passenger and kilometre of a bus
amount to only 5% of those released by a car. It is
also for this reason that Wiener Linien is working
hard to both maintain and build on its transport
modal split (see page 29/30 and 80).
However, public transport also consumes energy.
Drives consume the largest share of electricity and
therefore oer the greatest potential for energy sav-
ings. With this in mind, only rail vehicles (under-
ground and tram) with energy recovery technology
are being purchased by Wiener Linien, while existing
vehicles are gradually being converted. In addition
to this, traction energy consumption by the under-
ground can be signicantly reduced by driving in an
energy-e cient way. A timetable calculator sets the
trains speed to the level which is necessary for it to
arrive punctually in the next station. This means that
each passenger transfer which is completed ahead of
schedule can be translated into a lower train speed,
biomass power plant or in photovoltaic power
plants. An example of the latter has been installed
on the south side of the Simmering 1 power plant,
making it Viennas largest photovoltaic power plant.
In recent years, Wien Energie Wienstrom has been
increasingly involved in projects abroad, examples of
which are the wind farms in Levl (Hungary, 24 mw)
and Sepopol (Poland, 60 mw), as well as 22 small
hydropower stations in Romania. In 2008, the quan-
tity of energy generated from renewable sources by
Wien Energie (including large hydropower plants
and international) was 719 gwh.

ELECTRICITY GEN-
ERATED (GWH)
2008
2007/2008
2007
2006/2007
2006
2005/2006
Total quantity
of electricity
generated* 5,432.9 4,661.3 5,619.3
Quantity of electri-
city not generated
from fossil-based
resources** 719.1 659.8 531.3
* Including own power plant requirements
** Including holdings in domestic and international undertakings
Of the six communal biomass heating networks
planned by Wien Energie Energiecomfort for oper-
ation by 2010, four already entered operation in 2008
Trumau, Grn, Seefeld and Oberstaufen (d). In the
2008/2009 business year, they will help reduce the
quantity of co
2
emissions released by 12,430 tonnes.
The number of people wanting a connection to these
local networks has since increased to the extent that
the plants capacity and the associated networks
will undergo expansion.
Wiener Linien operates solar power plants at a
number of its train and underground stations, and
it uses geothermal energy in new workshop build-
ings as well as in the deep u2 underground stations
opened in 2008. By 2013, a further four solar thermal
power plants are scheduled to be installed on the
roofs of several service buildings (Favoriten train
station, Spetterbrcke and Raxstrasse workshops,
Simmering main workshop). The heat will be used to
supply hot water to the workshop employees at the
train stations and to provide heating. In the course of
renovation work on the tra c structure at Sdtiroler
www.wien.gv.at/umwelt/klimaschutz/pdf/klip-endbericht.pdf
www.vdv.de
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saving energy as a result. Seeing as this entire pro cess
is based on a matter of seconds, the passengers are
unaware of this and thus do not consider it as having
a negative impact on their journey.
PREVENTION OF AIR POLLUTION
Wiener Stadtwerke has long considered it part of its
responsibility to uphold the quality of air in Vienna.
Over the past 25 years, every thermal power station
in Vienna has progressively been tted with com-
bined heat and power technology. The result has
been that sulphur dioxide emissions have been cut
by 99% and nitrogen emissions by 87%. Without
these measures, the amount of pollution caused by
particulate matter (particles with a max imum diam-
eter of 10 micrometers, pm
10
) today would be much
greater. A signicant root cause of local particulate
emissions is motorised tra c.
In 2007, ve of the 13 pm
10
measuring stations in
Vienna regularly recorded average daily values in
excess of the permissible 50 g/m
3
threshold. Most
of the ne particulate pollution in Vienna actually
stems from locations outside of the city, with only
around a quarter coming from Vienna itself; 64% of
which as a result of road tra c. Only around half of
this pollution is directly released as particulate mat-
ter, with the rest occurring when precursors such
as sulphur dioxide (so
2
), nitrogen oxide (no
x
) and
ammonia (nh
3
) are converted. no
x
is also released
directly by buses owned by Wiener Linien.
Since August 2005, Wiener Linien has only been
purchasing buses driven by liquid gas, and which
release only half the amount of emissions set out
in the waste gas norm eev, in order to lower these
emission levels. eev means Enhanced Environ-
mentally Friendly Vehicle and is acutally the most
ambitious o-gas standard for buses and trucks in
Europe. Currently, around 19% of buses have been
tted with low-emission engines. This percentage is
set to increase to 55% by 2012 (around 250 buses).
Moreover, every bus has been tted with a catalytic
converter to reduce no
x
emissions.
Wiener Stadtwerke also intends to help reduce emis-
sions from its own vehicles by investing in a eet
driven by compressed natural gas (cng). By the end
of 2008, 246 cng-powered vehicles had been pur-
chased to replace the older vehicles. From todays
point of view, the goal to have 430 cng-powered
vehicles by 2010 is a rather ambitious one.
On 1.1.2008, Wiener Stadtwerke took control of
Stdtische Friedhfe Wien, Viennas cemetery organi-
sation, as well as the 20-year-old crematorium in Sim-
mering. In the 2008 business year, this was renovated
in line with the restrictions placed on listed buildings
at a cost of eur 3.2 million, being modernised with a
state-of-the-art ue gas cleaning system while simul-
taneously having its energy utilisation optimised.
WASTE MANAGEMENT, HAZARDOUS WASTE,
WATER AND WASTEWATER
The key areas of our companys approach to the
environment are protecting the environment and pre-
serving clean air. Wiener Stadtwerke is also working
to make improvements in other environmental areas.
Examples of this are the drive to separate waste
collection on the u2 underground line or the eorts
to remediate the abandoned hazardous site of
Wiener Gaswerk at Leopoldau. The current status
of these measures is shown in the sustainability pro-
gramme from page 72. You can nd key performance
indicators and further information on this on our
sustainability portal.
2008 2007 2006
Particulate matter (PM
10
)
in mg/km travelled 49.4 -8.7% 54.1 -6.7% 58.0
NO
x
in g/km travelled 4.5 +9.8% 4.1 +2.5% 4.0
EMISSIONS RELEASED BY WIENER LINIENS BUS FLEET
www.nachhaltigkeit.wienerstadtwerke.at www.wien.gv.at/ma22/luft/pdf/igljb2007.pdf
www.wien.gv.at/umweltschutz/umweltbericht/umwelt-
bericht-04.html
57
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Following a decision made by the municipal council,
the Municipal Department for Cemeteries (ma 43) was
converted into Friedhfe Wien GmbH and Kremato-
rium Wien GmbH on 1 January 2008, and outsourced
to Bestattung Wien, part of Wiener Stadtwerke. Up to
then, the company had employed almost 400 people.
The subsequent integration doubled the employee
count in one fell swoop. While the status of these
employees as civil servants remained unchanged, the
former municipal department had to be integrated
into Wiener Stadtwerke Group. From the groups point
of view, training now has to be organised, the pro-
portion of female employees in this occupational
area has to be increased, and a better balance be-
tween work and family life has to be found by means
of part-time models or family-friendly working hours.
Policies to promote equal opportunities and anti-dis-
crimination should become an integral part of daily
working life in each of the group companies.
WHEN THE NUMBER OF EMPLOYEES
SUDDENLY DOUBLES, INTEGRATION
BECOMES THE CHALLENGE.
Franz Steininger,
Bestattung Wien GmbH, Commercial Department, Sustainability Ofcer
EMPLOYEES 58
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OUR COMPETENT
EMPLOYEES
EMPLOYEE SURVEY 2007
EVALUATING THE FINDINGS
We were rst able to ascertain how satised our em-
ployees are and how comfortable they are in their
immediate working environment by means of a
group-wide survey conducted in 2002, followed by a
second one in 2007. The mood and working relation-
ships between employees in the group are basically
very good. However, there is room for improvement
in terms of job satisfaction, which can be achieved
by improving recognition and appreciation as well as
communication and management culture on the part
of the management team. The subject of management
culture will continue to occupy a central position in
corporate structural activities.
Over 800 employees discussed the ndings of the
2007 employee survey in the course of over 45 work-
shops extending into 2008, with the aim of drafting
specic suggestions for improvement (see page 61).
A total of around 400 suggestions were submitted.
INTERNAL COMMUNICATION
In order to further improve communication with our
employees, we are making use of various dierent
media:
Intranet
During the reporting period, the group-wide intranet
was increasingly used for internal communication
purposes. It has since become the main work plat-
form for many elds of work and organisational de-
partments for tasks such as project management.
Employee newspaper
A large number of employees work somewhere where
they do not have access to the intranet, such as the
many underground, tram and bus drivers. As a result,
print media are very important to Wiener Stadtwerke
Group. Every two months, our 32-page employee
newspaper 24 Stunden Teamgeist is published and
sent to the home addresses of our employees. In this
way, we are also ensuring the spread of information
to the employees families.
Employee newsletter
Current information is passed on promptly by means
of the newsletter 24 Stunden Teamgeist aktuell. If
necessary, this can be produced within three days
and is distributed directly to the places of work. In
2008, 25 newsletters were published within Wiener
Stadtwerke Group.
Employee events and activities,
project communication
Our employees are informed about numerous events
and activities which encourage their active involve-
ment. In addition to these, there are information
events about, for example, the sustainability report,
mammary health care, the ndings of the employee
survey, or associated project communication which
includes the company suggestion scheme entitled
Idea factory or the projected groups headquarters
moving to TownTown.
SUGGESTION SCHEME
In March 2008, the so-called Idea factory was cre-
ated to form a new framework for the groups sug-
gestion scheme. Now, ashes of inspiration can be
sent to the idea factory by the click of a button via an
online form on the intranet.
In this way, the process of handling suggestions was
streamlined and rendered more transparent.
OUR CO
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GROUP-WIDE TOPICS
As part of the workshop on corporate culture, work on
implementing and developing new approaches in the
company is largely divided into four main areas. In the
area concerned with recognition, efforts are focused
on developing ways to deal with achievements in dif-
fering and appreciative ways. The area of management
culture concentrates on improving leadership quality.
There is a special training course in place here to sen-
sitise managers to the core principles of leadership.
ENERGIECOMFORT
Focus on code of conduct. In the course of several
workshops held on information and communication,
appreciation and recognition, and job satisfaction for
those at the company between ve and ten years,
concrete measures, such as the code of conduct on
workplace bullying or the new employee newspaper
Newscomfort were drafted.
WIEN ENERGIE FERNWRME
The sustainability of agreed measures should be ensured
by means of ve central topics. On the topic of corporate
strategy and objectives, for example, achievements are
communicated internally in order to signal to employees
that the company recognises and appreciates these.
WIEN ENERGIE GASNETZ
Measures to be introduced are presented in employee
forums. Topics of focus have included more employee
discussions, improving processes and encouraging
customer orientation. Most recent of all, the training
programme Quality customer service was developed.
WIEN ENERGIE STROMNETZ
Guidelines on giving feedback strengthens the sense of
solidarity between company and employee, while getting
a feel for work in other departments has a positive effect
on staff relations. Efforts should be made to communi-
cate strategic corporate objectives more effectively, while
decisions rejecting ideas or suggestions from employees
should be explained in regular meetings.
WIEN ENERGIE WIENSTROM
Powered information. Since August 2008, departmental
news, among other issues, has been broadcast in
a concise and convenient way to employees via seven
large television screens.
WIEN IT
A total of 20 measures were derived from seven elds
of oper ation. As a result, a conict management system
was introduced, together with guidelines on how to
behave in conict situations.
WIENER LINIEN
A number of areas and departments were included in the
measures drawn up following the employee survey.
In the Main Department for Personnel and Joint Ser-
vices, trials of an anonymous feedback scheme on the
performance of the management team were initiated
in three administrative departments.
The dispatching departments have been subjected to
successive renovation and modernisation.
In departments such as tram operations, bus oper-
ations, and in the sectors of vehicle technology,
ergonomic and vehicle-specic measures have been
implemented to make daily working life easier for the
employees.
Moreover, a new focal point was set for employees in
the areas of transport service and supervision with the
KPI project (Kunde-Partner-Ich; customer-partner-me).
WIENER LOKALBAHNEN
Here, measures have been implemented in three focal
areas: introduction of an employee orientation meeting
(MOG) for all levels, reintroduction of management team
workshops, and a large-scale employee information
event.
EMPLOYEE SURVEY FINDINGS SELECTED MEASURES
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A total of 319 ideas were put forward in 2008, a
quarter of which it was possible to put into practice.
Such ideas include using a new oil separator in the
Simmering power plan, installing mirror arms on bus-
es or steering wheel adapters for buses when towing.
TRAINING AND APPRENTICESHIPS
Training young people is becoming ever more chal-
lenging, as they are inuenced by their surroundings
(family, school education, religion, language barriers,
changing values in society, economic development,
etc). Employees are not only expected to have sound
professional backgrounds, which enable them to
cope with ongoing developments and technological
advances, but a certain degree of social competency
EMPLOYEES
Town Councillor for Integration, Womens Aairs, Consumer Protection and Personnel, Sandra Frauenberger (centre) with the
apprentices from the companies awarded the amaZone 2008
* Deviation from total of 353 accounted for by rounding dierences
MALE AND FEMALE APPRENTICES
2006
49 46
8 214
2007
41 42
12 234
2008*
49 39
20 246
MALE COMMERCIAL APPRENTICES
FEMALE COMMERCIAL APPRENTICES
MALE MANUAL APPRENTICES
FEMALE MANUAL APPRENTICES
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dierent training programmes must be communicated
more eectively. There are plans to draft specic
strategic measures (target groups, career models,
funding models) and methodical measures (modules,
content, tools) in 2009.
TRAINING AND FURTHER EDUCATION
Since the centre for training and further education
was created, the so called Oene Frderprogramm,
an open development programme, has become
a cornerstone of the companys training and further
education policy. The range of options on oer
includes topics from the areas of work methodology,
personality development and ways of cooperating,
as well as more specialised topics and it knowledge.
These courses are available to every employee.
Access is also determined by the current needs of
group companies to have their employees trained
accordingly. In view of the fact that manual labour
target groups are not directly addressed by the range
of topics, a variety of measures to encourage ongoing
development for skilled workers are also on oer in
group companies.
WORKING TIME
Wiener Stadtwerke helps its employees to strike a
fair balance between their professional commitment
and personal life. With this in mind, we support the
reconciliation of work with family life, in particu-
lar, by allowing varying part-time working models,
family-friendly working hours or by introducing
exitime.
In 2008, exitime was introduced in more group com-
panies, while existing exitime schemes were further
developed. Even part-time employees can enjoy the
benets of exitime. The current amendment to the
labour law makes provision for the increased use of
exitime for o cials and civil servants.
is now required. Our apprenticeship and training
programme is constantly updated and brought in
line with these new requirements (these also include
organisational changes). In 2008, we trained 353 ap-
prentices in 16 recognised professions. Together with
the Jugend am Werk (Youth at Work) organisation,
Wiener Linien is currently training eleven female
apprentices (out of a total of 20 on a yearly average)
in technical professions. This support for female ap-
prentices in the two organisations was awarded the
amaZone 2008 in the category Public and near-
public companies. Moreover, our apprenticeship
and trainings o cer received the 2008 Anton Benya
Award from the Confederation of Austrian Trade
Unions.
In order to optimise the training of our apprentices,
our heads of training and trainers undergo intensive
training themselves. Consequently, around 60 par-
ticipants had successfully completed a special two-
year training programme by the end of 2008.
INTEGRATED EMPLOYEE DEVELOPMENT
The policy of integrated employee development
(ime Integriete MitarbeiterInnen-Entwicklung) was
introduced throughout Wiener Stadtwerke Group
in 2005. An appraisal carried out in summer 2008
revealed that ime is rmly established and recog-
nised, generally living up to expectations. ime makes
a signicant contribution to encouraging network-
ing within, and commitment to, Wiener Stadtwerke.
Overall understanding of management philosophy
has increased. Similarly, feedback on the training
programmes has been overwhelmingly positive.
Action is needed, for example, to further clarify the
goals and target groups of the training on oer, to
encourage greater involvement of management and
to draw up modal examples of career planning, as
well as the integration of planning for successors.
In addition to this, the balance of priorities in the
www.sprungbrett.or.at
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early screening for breast cancer was at the heart
of this philosophy. Alongside an information leaet
produced in cooperation with Austrian Private Trust
for Breast Health (Stiftung fr Brustgesundheit), the
opportunity was given to every female employee
throughout the group to take a screening test an
oer which appealed to many. In 2009, a number
of company health days will be held in cooperation
with the Austrian Vascular Health Initiative.
In autumn 2008, a large proportion of employees at
Bestattung Wien took advantage of the u vaccin-
ation oer, to inoculate themselves also against polio,
whooping cough, diphtheria and tetanus at the com-
panys expense.
EQUAL TREATMENT EQUAL
OPPORTUNITIES ANTI-DISCRIMINATION
No employee may be discriminated against on the
grounds of age, health, national or ethnic origin, sex
or for other similar reasons. This is a core principle
of Wiener Stadtwerke and its personnel policy. For
example, in the Wiener Linien training centre for
civil servants, the subject of anti-discrimination and
workplace bullying is addressed as part of a lecture
on labour law. Similarly, a number of events on this
subject are held in the training and further educa-
tion centre.
We are constantly working on how the concept
of gender mainstreaming is applied in the course
of daily work, and we participate regularly, for
ex ample, in the Vienna Daughters Day (Wiener
Tch tertag). In 2008, 154 daughters took part in this
with us. By the same token, the position of women
is of par ticular importance in our range of training
programmes on oer, with a considerable number
of seminars being held which are specially tailored
for women.
FAMILY
It is easier to reconcile work with family life when
families are provided with social services such as
childcare.
A city of Vienna nursery school at the site of the
future group head o ces in the TownTown complex
will provide day care services for the children of
personnel working here.
HEALTH
In addition to the measures in place to safeguard the
health of older employees, Wiener Stadtwerke sets
increasing store by taking a preventative approach
to special focal areas. In 2008, a drive to promote
EMPLOYEES
PROPORTION OF EMPLOYEES
WORKING PART-TIME, NUMBERS
FEMALE
MALE
2008 2006 2007
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Logo of the Austrian Private Trust for Breast Health
www.brustgesundheit.at
www.toechtertag.at
www.venengesundheit.at
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At Wiener Stadtwerke, every employee with the
required prerequisites has the same professional op-
portunities. When higher-level posts are advertised,
women are particularly encouraged to apply. Together
with female contact persons, the equal opportunities
o cer provides personal advice and support for the
workplace.
The womans development plan was created to act
as a key instrument for giving women a louder voice.
This is re-released every six years, and brought in
line with current developments every three years.
It includes measures such as encouraging the par-
ticipation of female civil servants in management
training programmes, oering a seminar on coming
back to work, or creating company nursery schools
in close proximity to where the o cials and civil
ser vants work. However, Wiener Stadtwerke is also
committed to creating a similar number of equiva-
lent measures for employees with collective employ-
ment agreements.
In 2008, Wien Energie Wienstrom prepared a leaet
entitled Useful information on labour law provi-
sions for mothers-to-be, which proved to be very
popular and was then distributed among the rest of
the companies within the group.
Wiener Linien has been distributing information
leaets with similar content to mothers-to-be for
some time now.
The concept of equal opportunities has already been
demonstrated at the highest level. As of 1.1.2009,
the four-person Board of Management of Wiener
Stadtwerke also comprises a female ceo and another
female board member.
PEOPLE WITH SPECIAL NEEDS
Wiener Stadtwerke makes every eort to enable
people with special needs to gain employment, to
progress in their careers and to participate in train-
ing programmes. However, due to a number of work-
related health requirements, we can only employ
disabled people in certain areas. Nevertheless, we
endeavour to keep personnel with disabilities in ac-
tive employment.
Three positions for visually impaired people have
already been created in the Wien Energie Wienstrom
switchboard. These workstations have been equipped
with special software and Braille. Currently, there
are four persons training to become telephone oper-
ators at Wien Energie Wienstrom in cooperation with
the Austrian Federal Institute for the Blind.
In a similar vein, Wiener Linien has followed its own
initiative by adapting its suitability requirements
for civil servants operating trams and underground
trains, as well as for stations attendants. From now
on, the level of disability an employee may have is
no longer set at 30%; they are now assessed with
regard to the kind of disability they have. In addition
to this, hearing aids are acceptable provided that
they satisfy standards set by ent specialists.
EMPLOYEES
www.bbi.at
Participating in the Vienna Daughters Day
with the aim of supporting girls in technical jobs
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WE LIVE SUSTAINABILITY
WITH EVERY MEASURE WE TAKE
DEFINED BY AN INTEGRATED
GLOBAL COMMUNICATION CONCEPT.
By sponsoring culture, art and sport, we encourage
the population of Vienna to identify themselves with
their city, while also sharing our corporate success
with them. This success is based on two main pillars:
our satised customers and our dedicated employ-
ees. Employees desire recognition, appreciation and
involvement. In order for them to take pride in their
work, they want to know why?. We make use of
the employee newspaper 24 Stunden Teamgeist,
newsletters and the group-wide intranet to provide
information regularly about relevant sustainability
themes, encouraging the involvement of our employ-
ees. An example of this is the October 2008 issue
of Teamgeist which reported on the idea factory
and suggestions to save energy. Our customers are
also involved in our commitment to sustain ability.
To this end, we publish 24 Stunden fr Wien for
residential customers (circulation 1.1 million)
and 24 Stunden Business for business customers
(circulation 53,000) in which we provide regular
reports on topics associated with sustainability. The
Wiener Stadtwerke website is also updated regularly
with this information. Examples of topics include
saving energy, apprenticeships and traineeships, or
the use of public transport during EURO 2008.
Birgit Hammerschmid,
Wiener Stadtwerke Holding AG, Group Communication
SOCIETY 66
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u4 underground station Schnbrunn when it under-
went renovation work in autumn 2008.
ARCHITECTURAL COMPANY FOR THE
UNDERGROUND
In 1844, Heinrich Sichrovsky, nancier at the Roth-
schild Bank, presented a plan to construct an under-
ground train network in Vienna, which was rebued,
however, by the Imperial Chancellery. Some 120 years
later, in November 1966, the municipal council nally
agreed to build an underground train network in the
city. As was the case for the city railway, the architec-
ture of the underground network was to be designed
to reect the principles of uniqueness and uniform-
ity in the stations and bridges. The contract to design
the underground was won in 1970 by the architect
team of Heinz Marschalek, Georg Ladsttter and Bert
Gantar, as well as the architect Wilhelm Holzbauer.
In their newly created position as the underground
architectural group, they jointly designed the 28 sta-
tions of the u1 and u4 lines, which still dominate the
core network today. On 25 February 1978, the rst sec-
tion of the u1 line nally entered operation. In 1977,
the u1 line was even featured in an exhibition en titled
Subways of the World
on display at the New York

Cooper-Hewitt Museum.
1)
SPITTELAU WASTE INCINERATION PLANT
Following a re which destroyed a signicant part
of the waste incineration plant at Spittelau in 1987,
the Vienna-born artist Friedensreich Hundertwasser
(19282000) presented his idea for a novel way of
designing an industrial building in the hope of re-
building the plant. The resulting unique faade of
the mva Spittelau facility has turned the plant into
an integral part of the citys skyline, attracting a
large amount of international interest.
OUR CULTURAL AND SPORT
PROMOTION ACTIVITIES
CULTURAL ASSETS
The skyline of a large city such as Vienna is marked
by its prominent structures. Buildings designed by
Otto Wagner or Friedensreich Hundertwasser and
owned by Wiener Stadtwerke, for example, are well
known abroad.
OTTO WAGNER AND VIENNAS CITY RAILWAY
In 1894, the state-owned commission for rail transport
facilities in Vienna charged the renowned archi tect
Otto Wagner with the task of designing the structures
needed for Viennas city railway. Wagner designed
bridges, elevated sections of track and station build-
ings. Viennas city railway was turned into a work of
art thanks to the attention paid to the station faades,
to the bridges and guard railings, the green upper-case
writing, to the ticket booths and storage racks, to the
pattern on the ooring, to the pillars supporting the
platform roof and to the grilles protecting the glass in
the doors and windows. This structure is one of the
most important pieces of transportation infrastructure
from the 19
th
century, being the only one of its kind
and size (more than 40 kilometres in length) built
according to a comprehensive design concept.
The majority of the stations designed by Otto Wag-
ner continue to be used daily and have been inte-
grated into the modern-day underground of Wiener
Linien and city railway networks of Austrian Federal
Railways (bb). For this to be possible, they were
subjected to renovation work in order to bring them
in line with modern standards (safety, lack of bar-
riers and obstacles, passenger frequency). These
listed station buildings are also subjected to regular
maintenance and refurbished, as far as is legally
permitted. For this reason, particular attention was
paid to reconstructing faithfully the oor tiles of the
www.ottowagner-stadtbahn.at
1) Wiener Linien (publ.): Die Linie U1. Geschichte Technik
Zukunft, Vienna 2006
OUR CU
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SUPPORTING CULTURAL EVENTS
In order to encourage cultural diversity in the city,
Wiener Stadtwerke supports a number of events in-
cluding the Wiener Festwochen (Vienna Festival) and
the Opernwerkstatt (opera) of Vienna. In addition
to this, we have also been partner and main spon-
sor of Viennas Museum District (MuseumsQuartier)
COMMITMENT TO ART AND CULTURE
The Holding of the Wiener Stadtwerke is heavily in-
volved in sponsoring cultural events. The only condi-
tion is that the institutions and events sponsored by
us are either located in Vienna or are of special inter-
est to Viennas population. This is how we want to
improve the quality of life in Vienna.
u4 underground station Schnbrunn
www.festwochen.at
www.opernwerkstatt.at
www.mqw.at
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By commissioning Friedensreich Hundertwasser
to redesign the faade of the Spittelau waste inciner-
ation plant, Wien Energie Fernwrme laid the foun-
dations for its role in supporting art and culture.
Since 1997, regular exhibitions held in the foyer of
the Spittelau plant have been organised for re-
nowned artists, and the free book campaign One
city. One book was also based out there. At this
event, literary greats such as Literature Nobel Prize
winner Imre Kertsz read from their works. In No-
vember 2008, the winner of the annual Womens
Award from the city of Vienna, Prof. Ruth Klger,
read passages from her autobiographical novel
weiter leben, Eine Jugend.
The Wien Energie Haus (customer advice centre) is
also host to regular exhibitions, the most recent one
being Black & White in 2008. A portion of this ex-
hibition was dedicated to highlighting the bar riers
faced by blind and visually impaired people. In add-
ition to this, the Austrian Society for Blind and Visu-
ally Impaired People handed out advice on living
with blind people.
As part of its drive to sponsor cultural events in
Schwechat, Wien Energie Energiecomfort has been
involved in the town festival, lm days and the new
up-and-coming band competition, while in Bad Aus-
see it has been involved in the Jazz-springtime event,
the Narzissenfest (daodil festival) and Kinder-
fasching (childrens carnival).
SPORTS PROMOTION
In its role as a communal energy service provider,
Wien Energie considers it part of its social responsi-
bility to encourage Viennas population to take part
in sporting events, passively or actively, or to enable
them to play sport on a regular basis. The Wien
Energie Sportwochen has been an annual xture
since 2004 in which up to 1.6 million people are
encouraged to play sport or attend events. A variety
of competitions and games are held over a period of
since its creation in 2001. Our support is primarily
focused on the quartier 21 artist studios, a platform
for a var iety of small and medium-sized cultural
initiatives. Moreover, Wiener Stadtwerke has been
the main sponsor of the Wien Museum since October
2005. Through its sponsorship one of the advent
calendar windows at Vienna Town Hall, Wiener
Stadtwerke has also supported the Licht ins Dunkel
charity campaign for a number of years.
Wien Energie is dedicated to ensuring that Viennese
identity is retained in the area of cabaret by, for ex-
ample, donating the so-called Karl cabaret award
which has been presented annually since 1999, and
by supporting the small festival Wean hean Vienna
sound, which has been inviting renowned artists to
get to grips with Viennese song and music since 2000.
Wien Energie Fernwrmes sponsoring activities in-
clude the annual Vienna Jazz Festival and it holds
the Fernwrme Open Air event which takes place at
the Spittelau waste incineration plant. Entry charges
are eur 1 for customers and an aordable eur 2 for
non-customers. Moreover, the Fernwrme Wien
Blues award is presented to budding artists and is
accompanied by nancial support.
EXHIBITIONS AND READINGS
As part of its project to expand the underground net-
work, Wiener Linien is lending its support to art in
the public domain. In 2007, Wiener Linien received
the Austrian Art Sponsorship Award Maecenas in
the category Art and Media for the media installa-
tion Pi in the Westpassage Karlsplatz in Vienna.
In 2008, new art projects such as ein Garten (zum
Beispiel) by Ingeborg Strobl were used to add a cer-
tain air to the new u2 underground stations, in co-
operation with Public Art (kr Kunst im ent -
lichen Raum). With her work on the stations faades,
the artist symbolised the value of local food, the spe-
cial qualities of local plants and how precious it is to
have your own herb garden in the middle of the city.
www.viennajazz.org
www.wienmuseum.at
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SOCIETY
four weeks. Each year, thousands of runners put their
ability to the test over 21 kilometres by participating
in the Wien Energie Half Marathon. The Vienna City
Marathon represents the culmination of these events,
in which Wien Energie is the leading sponsor. This is
the largest running event in Austria, with 20,000 par-
ticipants from 80 countries taking part each year.
Since 2001, Wien Energie has also held the Business
Run towards the end of the summer for its employ-
ees, customers and partners. In 2008, a new record
was set with the participation of 812 companies with
4,412 teams and 13,236 participants. The best of the
200 teams registered by us was Wiener Linien 1, which
managed to record an impressive 19
th
place nish.
The goal of the Wien Energie Kids Cup, in which
around 800 children between the ages of ve and 14
take part each year, is to make sport fun for chil-
dren. The focus is not on winning but on taking part
and having fun. In addition to this, Wien Energie
also sponsors the Austrian Womens Run and Wien
Energie Fun Cup.
Wien Energie supports a number of sports associ-
ations, both for mass-participation sport and high-
performance sports, from volleyball (aon hotVolleys)
through football (SK Rapid, FC Vienna, FAC Team for
Vienna, Vienna Sports Club), handball (aon vers),
basketball (Basket Clubs of Vienna, Flying Foxes/
Women), tennis (Tennis Austria) and ice hockey
(Vienna Capitals) to American football (Raieisen
Vikings). The Vienna Handball Association with its 17
clubs and around 1,300 players in over 100 teams, and
around 800 competitions each year, is also sponsored.
MUSEUMS
The Vienna Tramway Museum run by Wiener Linien is
the largest museum of its kind in the world. It charts
the development of public transportation in Vienna
and allows visitors to experience early trams and
buses rst hand.
The Vienna Funeral Museum, the rst of its kind in
the world, gives a unique insight into funeral customs
and burial rites, with over 1,000 items on display.
OTHER SOCIAL COMMITMENTS
Wiener Stadtwerke also organises or supports
public welfare projects such as the picture book
Divorce hurts for children from divorced families
or the Gol den Tramway project by Wiener Linien
(see page 42).
Wien Energie sponsors non-prot organisations such
as Naturfreunde Wien (Friends of Nature, Vienna) or
the Vienna Red Cross by providing them with cng-
powered cars. Wien Energie Gasnetz, together with
its partners, supplied the Vienna Ambulance Service
with 20 carbon monoxide measuring devices.
Bestattung Wien oers a free guide on dealing with
di cult times with which Viennese and Austrian
people can better prepare themselves for what they
need to do in the event of a death in the family.
www.vienna-marathon.com
www.businessrun.at
www.kidscup.at
www.funcup.at
www.wiener-tramwaymuseum.org
www.wienerlinien.at
www.bestattungwien.at
http://schule.vienna.at/gt/
www.bestattungwien.at/Ratgeber
www.halbmarathon.at
The Vienna Tramway Museum
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OUR SUSTAINABILITY PROGRAMME
Legend
On schedule
>
Slightly behind schedule
Considerably behind schedule

Objective achieved/measure implemented
Objective/measure abandoned
new New objective, new measures or new deadline
COMPANY
TARGET AREA OBJECTIVES AND MEASURES
DEADLINES, STATUS,
EXPLANATION
Economic success Increasing efficiency and sustainable company success Current
There are a number of measures associated with this objective.
The following are given by way of example:
Overall, the implementation
of this project is progressing
extremely well. The cause of
the delay in completing the
repowering of Simmering 1
wasdamage which occurred in
autumn 2008, during the gradual
commissioning of the steam
inlet into the condenser and
the energy transfer units of
the turbines. The repowered
Simmering 1 power station unit
is forecast to enter operation
in May 2009.
Group: Developing key performance indicators and setting
targets to direct the group efciently. Deadline: 2008, status:
Group: Comprehensive implementation of the risk management
system. Deadline: 2008, status:
Wien Energie Wienstrom: Repowering Simmering 1. Revised
completion date: May 2009 (previously end of 2008), status:
>
Wien Energie Gasnetz: Developing the new service of switching
water meters throughout Vienna. Ongoing, status:
Wien Energie Fernwrme: Expanding the district cooling business eld.
Ongoing, status:
Wien Energie Wienstrom: Expanding the blizznet business eld
(www.blizznet.at). Ongoing, status:
Wiener Lokalbahnen: Setting up and commissioning a new depot build-
ing equipped with state-of-the-art technology in the immediate vicinity of
the companys workshop. Deadline: 2012-2014, status: new
Bestattung/Friedhfe: Merger of Friedhfe Wien and Bestattung Wien.
Deadline: 2011, status:
Our inaugural sustainability programme was pub-
lished in May 2008. The following is a summary of
the progress made in terms of the measures imple-
mented and the goals achieved.
Of the 51 measures due to be completed in 2008,
34 were nished on time. The remaining 17 will be
completed in 2009. Adjustments were necessary in
the area of Personnel at Wiener Stadtwerke Hold-
ing in light of the results from employee surveys
published last summer. The group company Wiener
Linien is experiencing delays in the setting up of
mobile services, including real-time displays on
mobile phones, due to technical di culties on the
part of the suppliers.
The objectives set out in the previous years sustain-
ability programme were almost completely reached.
Three of the ve objectives set for 2008 were achieved.
Of those planned for 2009 and beyond, 20 are still on
track, while eight are slightly behind schedule.
In the end, eleven new measures were included in the
sustainability programme.
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DEADLINES, STATUS,
EXPLANATION
Energy and
climate protection
Increasing energy efficiency throughout the group
by 2010 and beyond Ongoing
>
The following objectives, including the associated measures, help to
achieve the overriding climate protection goal:
Once modernisation work on
the power plant Simmering 1
is completed in March 2009,
efciency will be substantially
increased. Group: Reducing administrative energy consumption by 10%.
>
Wien Energie: Increasing the technical efciency of the power plant park
and expanding the CHP capacity for district heating.
Deadline: 2010 and ongoing, status:
>
Wiener Linien: Improving the energy efciency of rail vehicles.
Deadline: 2014/2016, status:
Reducing administrative energy consumption by 10%
(reference year 2006) 2012
>
Wien Energie Wienstrom: Reducing energy consumption
in its ofce blocks by 25%. Deadline: 2011, status:
The planning for the remedi-

ation of the Mariannengasse
site has been put on hold to
allow time for other options
for this site to be considered.
Wiener Linien: Drafting a concept, with associated measures and
deadlines, to install complete heat insulation in building faades.
Wiener Linien: Drafting a concept, with associated measures,
to t double-glazed windows and doors in buildings.
Developing a strategy on energy efficiency with Wien Energie
Postponed to 2009
(previously 2008)

Creating an information yer on the current state of affairs.
Revised deadline: February 2009 (previously 2008), status:
>
The development of a strategy
on energy efciency was
postponed to 2009, as the
legal framework was unclear
in 2008.
Developing an energy and climate protection programme.
Revised deadline: 2009 (previously 2008), status:
Air pollution
control Reducing particulate matter emissions of the vehicle fleet Ongoing/2010
Wiener Linien: Purchasing liquid-gas-powered buses tted with
the latest generation of engines (to replace old buses).
Ongoing, status:
In 2008, 27 LPG busses and 62
CNG cars were procured.
Wien Energie as a whole: Comprehensive switch to CNG-
powered cars gradual purchase of 430 CNG-powered cars
(reference year 2006). Deadline: 2010, status:
Ground and water
protection Cleaning up all abandoned hazardous sites 2011
Wien Energie Gasnetz: Completion of the process of cleaning up
the abandoned hazardous site at Simmering. Deadline: 2011, status:
Miscellaneous
climate protection
Expanding the concept of ecologically minded procurement
in the field of administration 2010
Developing a concept to expand the use of eco-friendly procurement
(koKauf). Deadline: 2008, status:
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DEADLINES, STATUS,
EXPLANATION
Organisation
Modernising the company suggestion scheme
in Wiener Stadtwerke Group 2009
Implementing a software support programme
to process proposals made. Deadline: 2008, status:
The software for the
suggestion scheme has been
success fully implemented.
In 2008, 319 extra proposals
were made.
Harmonising procedures in group companies.
Concept for communicating the suggestion scheme within the group.
Publishing the adopted suggestions for improvement.

Developing and installing a group-wide database for project controlling 2010
Drawing up a concept, taking into account experiences with the existing
project databases for the specic areas.
Developing a controlling system for sustainability management 2009
Evaluating key performance indicators to assess their suitability for
sustainability management and drawing up a controlling concept to be
implemented in 2009. Deadline: 2008, status:
>
Integrating the new anti-corruption guidelines into the organisation 2010
>
Creating a concept with associated measures for 20082010.
Deadline new: 2009 (previously 2008), status:

This concept and its measures
were postponed to 2009 due to
the lack of an assessment of
the new legal situation.
Intensifying research and development activities measured by the
capital amount earmarked and donated 2010
Developing a catalogue of measures in the research working group.
Completing the gradual introduction of environmental
management systems at every relevant site 2011
>
Group: Planning implementation at the relevant sites where there
was no environment management system.
Revised deadline: 2009 (previously 6/2008), status:
The delays in commissioning

the repowering of Simmering 1
and other energy production
projects have meant that it has
not been possible to conclude
the implementation planning of
environmental management
systems.
Group: Systematically collecting and documenting every
environmentally relevant event in group companies.
Wien Energie Fernwrme: Introducing the integrated management

systems for quality, environment and safety at the Fltzersteig site
(deadline: 2007, status: ) and Spittelau site. Revised deadline: 2009
(previously 2011), status:
Energiecomfort: Expanding the quality management system of
Energiecomfort to create an integrated quality and environment
management system. Deadline: 2009, status:
OUR SUSTAINABILITY PROGRAMME 74
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DEADLINES, STATUS,
EXPLANATION
Organisation
Introducing or expanding integrated management systems and
their certification 2011 (new)
Group: Assessment of which sites or which organisational units
would benefit from quality management systems. Deadline: 2009,
status: new
Group: Developing a concept to harmonise management manuals
(quality, environment and organisation).
Deadline: 2009, status: new
Wiener Linien: Audit of the Wiener Linien management system (QSU).
Responsibility to
surroundings/
global Expanding communication with stakeholders 2010
>
Developing a concept for stakeholder communication for the coming
years. Revised deadline: 2009 (previously 2008), status:
The development of the concept

has been postponed until 2009
in order for the new members of
the Board of Management to be
involved.
Contribution to improving public corporate governance No deadline
>
Supporting and contributing to the development of a corporate govern-
ance code of conduct for public companies. No deadline, status:
>
No activities were undertaken
during the period under review.
Health and
safety at work
Further reduction of the rates of occupational accidents
(reference year 2007: 1,075 accidents) Ongoing
Revamping the information management procedure for near-accidents
and developing preventative strategies. Deadline: 2009, status:
In 2008, there were
928 accidents.
Improving and maintaining high safety standards.
Ongoing, status:
Raising health awareness 2010
>
Measures such as holding lectures on the subject of healthy living,
with the aim of raising individual awareness about health issues,
particularly among those who have been working longer.
The communication concept
in 2009 will be focussed on
the issue of vascular health.
The feasibility study on using
organic products has been
delayed due to integration of
the TownTown project. Creating a concept to develop further communication measures in
20082010. Deadline: 2009, status:
Setting up a working group and drawing up a feasibility study on using
organic products in site kitchens and canteens.
Equal opportun-
ities, family and
work, working
hours
Improving the way in which the labour situation of employees
over 50 are structured 2010
Drawing up a concept for possibilities to improve with a focus on other,
less stressful ways of employees and on creating a work-life balance.
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DEADLINES, STATUS,
EXPLANATION
Equal opportun-
ities, family and
work, working
hours Improving the compatibility of family and work 2010
>
Creating and distributing a new information leaflet detailing the range
of options on offer from Wiener Stadtwerke and the city of Vienna.
>
In 2008, a brochure with infor-
mation for expectant parents
was published and distributed
within the group. A further
information brochure on exter-
nal offers is planned for 2009.
In light of the reorganisation
of the groups personnel area,
the service concept has been
subject to delay.
Creating a concept to promote the role of the Personnel Department
as a service provider with regard to existing offers.
Creating a feasibility study to assess the possibilities available

to set up a company childcare scheme. Deadline: 2009, status:
Expanding the availability of flexitime 2010
>
Drafting of an action plan for 20082010
>
The concept to expand the use
of exitime will be completed in
2009 based on the amendment
to working hours legislation
announced by the city of Vienna
provincial government in 2009.
Developing further potential employee-friendly ways
of structuring working hours 2010
Offering new part-time models. Deadline: 2008, status:
Creating a feasibility study on teleworking.
>
Improving the chances of employment for people with special needs Ongoing
Setting up new, specially designed posts for people with special needs.
In 2009, four additional posts
were created for people with
special needs.
Personnel
development
Maintaining our commitment to apprenticeships in a quantitative and
qualitative way (base year 2007: 329 apprentices) Ongoing
Marketing campaign to attract appropriate applicants for training
positions. Deadline: 2008, status:
In 2008, 353 apprentices
were in training at Wiener
Stadtwerke.
Optimising the additional training available for apprentices.
Continuing training for the trainers. Ongoing, status:
Expanding the trainee programme 2010
Evaluating the existing trainee programme.
The evaluation of the trainee

programme will rst take place
in 2009 due to the setting of new
priorities based on the 2008
personnel survey.
Expanding the trainee programme to other group companies.
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DEADLINES, STATUS,
EXPLANATION
Personnel
development
Ensuring that the demand for personnel can be met over
the long term (qualitatively and quantitatively) 2010
Implementing long-term personnel analyses to ascertain personnel
requirements. Ongoing, status:
Optimising the training of newcomers and of junior employees.
Positioning Wiener Stadtwerke as an attractive company in the Viennese
job market. Ongoing status:
Introducing a job exchange for external and internal applicants 2008
>
Creating an IT platform (internet and intranet) for external and internal
applicants. Revised deadline: 2009 (previously 2008), status:
>
The job exchange has been
on the intranet since May
2007. The internet version for
external applicants will be
completed in 2009.
Internal communication specifically to encourage the internal use
of the platform. Start: 2008, status:
>
Motivation
and corporate
culture Further integrating management principles into daily working life 2010
Analysing and correspondingly adjusting the content of training and
further education activities. Deadline: 2009, status:
In 2009, corporate culture is
the core theme throughout
the group.
Implementing the Leadership Improvement Programme for around 200
second- and third-level managers. Deadline: 2008, status:
Setting up an intranet discussion platform on the subject of employee
leadership. Deadline: 2009, status:
Particular support for implementing the principles of appreciation and
communication. Ongoing, status:
Realising the potential for improvements highlighted
in the 2007 employee survey 2010
Discussing the findings in group companies in the course of transfer
workshops, general employee events and a purpose-built intranet dis-
cussion forum. Deadline: 2008, status:
Around 400 new suggestions
were made in the course of the
personnel survey in 2008.
Drawing up and publishing areas to be dealt with, targets and measures.
Deadline: May 2008, status:
Implementing the measures set out in 2008. Deadline: 2010, status:
Encouraging the integration of all employees with varying contracts
of employment and their legal bases. Ongoing
Further steps to ensure a unified approach to daily work.
New deadline: ongoing (previously 2008), status:
In 2008, Wiener Linien encour-
aged the we feeling through
events to celebrate the opening
of the U2 Stadion station, as
well as the EURO 2008 employ-
ee event.
Constantly identifying highly qualified employees with management
potential for future decision-making positions. Ongoing, status:
Internal marketing measures to strengthen the we feeling.
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DEADLINES, STATUS,
EXPLANATION
Equal oppor-
tunities, anti-
discrimination
Cementing the ethos of equality, equal opportunities
and anti-discrimination in daily working life Ongoing
Constantly implementing the concept of gender mainstreaming in daily
working life. Ongoing, status:
On Wiener Tchtertag
2008, 154 girls visited
Wiener Stadtwerke.
Continuing to communicate the principles of the guide on anti-discrim-
ination. Ongoing, status:
Participating regularly in Wiener-Tchtertag Vienna Daughters Day.
Ongoing, status:
WIEN ENERGIE
1)
Values refer only to Wien Energie Wienstrom and Wien Energie Fernwrme
DEADLINES, STATUS,
EXPLANATION
Energy and
climate protection
Increasing the technical efficiency of the power plant park and
expanding the CHP capacity for district heating 2010 and ongoing >
Wien Energie Wienstrom: Repowering Simmering 1 (resulting in an
increase in the electrical efficiency ratio from 42% to 57%). Revised
date of commissioning: March 2009 (previously end of 2008), status:
>
The extended Simmering 1
power plant unit only began
commercial operations in
March 2009.
Wien Energie Fernwrme: Setting up two district heating
storage tanks. Commissioning: by 2010, status:
Wien Energie Fernwrme: Optimising the energy performance of the
Spittelau waste incineration plant. Deadline: 2013, status: new
Increasing production from renewable sources of energy and waste:
by 371 GWh for electricity (+ 207% compared to 2006) and by 360 GWh
for heating (+ 26% compared to 2006)
1)
2010
Wien Energie Wienstrom: Increasing the quantity of electricity
generated from renewable sources of energy (wind, water,
biomass, etc.) to 500 GWh p. a. Deadline: 2010, status:
Wien Energie Fernwrme: Converting the feed unit for activated
charcoal from the flue gas cleaning system allowing the use of sewage
sludge pellets as an alternative fuel in fluidised-bed furnaces.
Commissioning: 2008, status:
Wien Energie Fernwrme: Setting up the geothermal project in Aspern.
Work is due to begin once the Aspern urban development project
advances to the implementation stage. Annual district heating output
50 MW (new previously 15 MW). Revised commissioning: 2012
(previously 2013) , status:
Wien Energie Fernwrme: Operating the Pfaffenau waste incineration
plant and integrating it into the district heating network.
Start: 2009 (previously 2008), status: >
Energiecomfort: Setting up at least six communal heating networks
based on biomass, potentially CHP plants on the basis of ORC (Organic
Rankine Cycle) processes throughout the country and in southern
Germany (reference year 2006). Deadline: 2010, status:
Wien Energie Gasnetz: Setting up a biogas plant to feed biogas into the
gas network. Commissioning: planned after 2010, status:
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DEADLINES, STATUS,
EXPLANATION
Services of
general interest Increasing customer satisfaction Ongoing
Wien Energie Wienstrom: Measuring customer satisfaction with core
processes by means of surveys carried out on a continual basis through-
out the year. Ongoing, status:
Wien Energie Fernwrme: Measuring customer satisfaction in the field
of customer services. Ongoing, status:
Wien Energie Fernwrme: Continuous expansion of already numer-
ous services in the areas of measuring, billing, plant operations, plant
optimisation, energy management, remote meter reading and energy
accounting. Ongoing, status:
Wien Energie Gasnetz: Recurring customer surveys, analyses and
potential adaptation to customer wishes. Ongoing, status:
Wien Energie Vertrieb: Annual customer and market analysis.
Ongoing, status:
Increasing security of supply Ongoing
Wien Energie Wienstrom: Concluding a troubleshooting agreement for
its own power plants to secure the supply of electricity.
Ongoing, status:
Wien Energie Fernwrme: New pipeline projects and expanding
capacity. Ongoing, status:
Wien Energie Fernwrme: Connecting the Aspern geothermal park.
Wien Energie Gasnetz: Repowering Simmering power plant connection
pipeline. Deadline: 2008, status:
Wien Energie Gasnetz: New building of the HD-120 pipeline
running from the Donaustadt power plant to Simmering.
Commissioning: 2010, status:
The measures to improve energy efficiency (e. g. the repowering Simmer-
ing 1 project) and to increase the quantity of electricity and heating gener-
ated from renewable sources of energy and waste detailed above also help
to increase the security of supply.
DEADLINES, STATUS,
EXPLANATION
Energy and
climate protection Reducing energy consumption in buildings Ongoing
Installing a further four thermal solar plants on plant roofs
(Spetterbrcke workshop, Favoriten train station, Raxstrasse workshop,
Simmering main workshop). Deadline: 2013, status:
Measures are on the drawing
board with a solar plant already
having entered operation.
Gradually installing heat pumps (geothermal energy, water-water heat
pumps and air-water) in new buildings and in the course of renovation
work to heat facilities following a cost-benefit analysis. Ongoing, status:
Constructing the 15 underground stations in the 4
th
phase of expansion
in an energy-efficient way. Deadline: approx. 2019, status:
WIENER LINIEN
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DEADLINES, STATUS,
EXPLANATION
Energy and
climate protection Reducing energy consumption in buildings Ongoing
Erecting three company buildings in an energy-efficient way (ticket
validation machine workshop at the Simmering train station, the so-
called Grossstrecke West at Rudolfsheim, Simmering main workshop).
Improving the energy efficiency of rail vehicles: Underground the
entire fleet able to recuperate energy by 2016; trams 84% of the
tramcars able to recuperate energy by 2014 2014/2016
U1U4 lines: Converting 74 of the 136 type U double railcars to operate
with three-phase current technology, making it possible to recuperate
energy. The programme began in 2002.
Revised deadline: 2010 (previously 2009), status: >
The conversion of 74 double
tramcars has been postponed
to 2010 owing to other projects.
U1U4 lines: Purchasing type V (capable of recuperating energy) under-
ground vehicles; quantity: 26 trains by 2008 (of which 17 are already in
operation), with a further 15 trains by 2011, status:
U6 line: Purchasing 46 type T1 ultra-low-floor railcars to replace type
E6/c6 equipment. Deadline: 2009, status:
Modernising every type E2 tramcar (121 in total) to enable them to recu-
perate energy. Deadline: completion 2011, status:
Purchasing a further 150 ULF trams which are capable of recuperating
energy. Revised deadline: 2015 (previously 2014), status:
Waste
management Introducing waste separation in the underground 2010
Waste separation trials in four U2 underground stations (started in
December 2007), status:
Waste separation trials in four
U2 underground stations were
successful.
Creating a concept to optimise waste management at Wiener Linien.
Waste separation in the new U2 underground stations between
Schottenring Stadion Aspernstrae. Deadline 2008/2010, status:
Soil and water
protection Reducing water consumption 2013
Installing treatment works to recycle water in every vehicle wash.
A further eight (previously: seven) treatment units will be installed at the
Wasserleitungs wiese, Favoriten, Simmering, Floridsdorf, Brigittenau and
Kagran train stations, as well as the Simmering main workshop and now
Erdberg. Deadline: 2013, status:
Between 2007 and 2008, water
consumption was cut by 10%.
Installing waterless urinals (around 700) and water-saving taps (around
5,000) in the washrooms and toilets of every company building and
underground station. Deadline: 2013, status:
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DEADLINES, STATUS,
EXPLANATION
Services of
general interest
Increasing the number of passengers from 793 million (2007) to
830 million in 2011, as well as increasing the public transportation
modal split to over 35% 2011
The following objectives and measures also make a contribution
to the degree of accessibility and customer satisfaction.
In 2008, it was possible to
increase the number of pas-
sengers by 10.6 million to
803.6 million. The share of
public transport in the modal
split in 2008 remained con-
stant 35%, as it had in 2006
and 2007, even if the share of
car journeys again increased
slightly.
Maintaining the degree of accessibility and availability (reference 2006) Ongoing
Degree of accessibility 2006: Schools 98.9%, residents 96.1%, jobs 96.1%,
usable living space 90.4%, developed area 88.2%, total area 57.9%.
Extending the U2 to the Stadion station by the start of the 2008 European
Championship. Deadline: 5/2008, status:
Extending the U2 to Aspernstrae. Deadline: 2010, status:
Extending the U2 past Aspern. Deadline: 2013, status:
(start in 2010)
Extending the U2 southwards. Deadline: 2015, status:
Extending the U2 southwards around Gudrunstrae.
Deadline: expected 2019, status: not determinable
Maintaining high levels of customer satisfaction of at least 90%
1)

at Wiener Linien
Measures to improve quality and comfort Ongoing
Converting the entire U6 network to comfortable ultra-low-floor cars.
Project start 2005. Deadline: 2009, status:
Equipping all new vehicles with temperature reduction units and dehu-
midifiers. Ongoing, status:
Ultra-low-floor tram offensive: introducing ULF trams on virtually every
line. A third of the trams in service will be ultra-low-floor ones even at
peak times. Deadline: 2009, status:
Ultra-low-floor tram offensive: Continued switch from conventional cars
to ULF ones, so that 60% of trams will be ultra-low-floor ones.
Measures Information
Real-time displays: Increasing the number of electronic displays at bus
and tram stops to around 800. Deadline: 2012, status:
Due to technical difculties
with the contractor, it was not
possible to launch the mobile
services in 2008.
Mobile services including real-time display on mobiles.
Revised deadline: open (previously 2008), status:
Customer-Partner-Me project: Training every employee in the main

department Operations and Customer Service on the subjects of under-
standing customers and customer orientation in the corporate structure.
Deadline: 2013, status: >
1)
Percentage of satised customers
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DEADLINES, STATUS,
EXPLANATION
Services of
general interest Measures Information
Touchscreens: Replacing all old 150 ticket machines with new touch-
screen machines (easy to use, suitable for disabled people, multilingual,
card payment). Deadline: 2008, status:
Time displays: Equipping 21 underground stations and one underground
tramway station (a total of 22 connection points) with monitors which
provide information on the departure times of trams and buses in the
immediate vicinity of the station. A project since 2007.
Security measures
Switching two to five permanent station supervisors to mobile station
supervisors each year. Ongoing, status:
For reasons of cost, the
retrotting of CCTV in types T
and U11 has been postponed
until 2010 in order for it to be
combined with the conversion
to bre optics.
Fitting newly purchased type V and T1 vehicles with Closed Circuit
Television (CCTV).
Type V ongoing, deadline type T1: 2009, status:
Retrofitting 78 type T vehicles and the 234 type U11 vehicles with CCTV.
Fitting underground stations in the planning and construction phase with

comprehensive CCTV (48-hour recording time).
Ongoing, status:
Creating a concept to introduce CCTV in existing stations.
Creating a concept to retrofit 100 type ULF B trams with CCTV.
Retrofitting 101 type ULF B trams with CCTV.
Fitting newly purchased articulated buses with CCTV.
Installing door sensor strips on E1 tramcars and type c3/c4 trailers.
Deadline: 2010, status new
DEADLINES, STATUS,
EXPLANATION
Services of
general interest
Barrier-free access to all stations and public transport vehicles owned
by Wiener Lokalbahnen 2013 (new)
Renovating the stations belonging to Wiener Lokalbahnen between
Schedifkaplatz and Baden Josefplatz. Deadline: 2013, status: new
Renovating the railcars. Deadline: 2013, status: new
Increasing customer satisfaction 2008
Establishing a customer service centre. Deadline: 2008, status:
Higher train frequency during the evening rush hour.
WIENER LOKALBAHNEN
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DEADLINES, STATUS,
EXPLANATION
Organisation Improving the management system 2008
Introducing a quality management system in line with ISO 9001 with an
integrated safety management system. Deadline: 2008, status:
The integrated quality and
safety management system
received certication in January
2009.
Energy and
climate protection Reducing energy consumption 2008
Switching the lighting system to energy-saving lighting fixtures.
Revised deadline: 2010 (previously 2009), status: >
The full optimisation of the
lighting system is due to be
completed in 2010. In view
of the measures already
implemented, the reduction in
energy consumption should be
tangible.
Optimising bus circulation and deployment planning by using new
software. Deadline: 2008, status:
BESTATTUNG WIEN
DEADLINES, STATUS,
EXPLANATION
Services of
general interest Improving customer satisfaction 2010
Setting up an accompanying and feeder service to the cemetery.
Revised deadline: 2009 (previously undetermined), status:
The Islamic cemetery was
ofcially opened on 3 October
2008 and entered service in
December.
Opening the Islamic cemetery. Deadline: 2008, status:
Energy and
climate protection Reducing energy consumption 2009
Optimising the air pressure system and reducing the consumption of
compressed air. Deadline: 2008, status:
In 2008, a number of measures
to reduce energy consumption
were implemented. Among
these, a new oil burner was
purchased.
Checks to see if modernising the reserve oil burner would bring
worthwhile ecological benefits and if this would be economically viable.
Providing a number of options on how to reduce peak demand for elec-
tricity. Deadline: 2008, status:
Health and safety
at work Avoiding psychological health problems Ongoing
Supervising employees in the operational area
(customer service collection staff). Ongoing, status:
The employees value this new
support offer. Since its intro-
duction, around 100 sessions,
each 50 minutes in length,
have been held.
Organisation Merging Friedhfe Wien and Bestattung Wien 2011 (new)
Setting up a joint administrative and operations building for
Bestattung Wien and Friedhfe Wien at Viennas Central Cemetery.
Completion date: 2011, status: new
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ABOUT THIS REPORT
ABOUT THIS REPORT
Beteiligungsmanagement GmbH, as well as WienIT
edv Dienstleistungsgesellschaft mbH.
In the key indicators for energy generation, fuel
consumption, energy sales and emissions related
to energy generation, the values from partnerships
in which one of the companies listed above is re-
sponsible for managing operations have been fully
taken into account. This concerns Wien Energie
Bundesforste Biomasse Kraftwerk GmbH & Co. KG
(66.67% stake), as well as the following local heat-
ing network partnerships with Energiecomfort:
Ortswrme Seefeld Gmbh, Ortswrme Grn GmbH,
Ortswrme Oberstaufen GmbH and Ortswrme
Tannheim GmbH. As far as partnerships in energy
companies in which Wiener Stadtwerke exerts some
inuence are concerned, the values are included
proportionately to the stake held (Windnet B-S Ener-
gia Kft., Windnet Windkraftanlagenbetriebs GmbH,
Wien Energie Vertrieb GmbH & Co. KG, PAMA-GOLS
Windkraftanlagenbetriebs GmbH & Co. KG, EPZ En-
ergieprojekt Zurndorf GmbH, Kraftwerk Nussdorf
Errichtungs- und Betriebs GmbH, CEU, Ausseer Fern-
wrme GmbH, Energiecomfort Hungary Energetik,
SPRAVBYTKOMFORT a.s., Kszegi Tvhszolgltat
Kft., TT Energie s.r.o., Bytkomfort r.s.o. Energy sales
data from the ENERGIE ALLIANZ AUSTRIA GmbH
REPORTING PERIOD AND NEXT REPORT
This second sustainability report published by Wiener
Stadtwerke draws on data from the 2008 business
year and on the gures provided by Wien Energie
for its 2007/2008 business year from 1.10.2007 to
30.09.2008. The report also contains gures from
previous years. The next sustainability report is due
in 2010.
REPORT LIMITATIONS
Unless otherwise stated, the information and gures
contained in the report refer to the fully consolidated
company as stated in the 2008 annual closing
(see 2008 Annual Report). This includes the follow-
ing group companies:
Wiener Stadtwerke Holding AG; Wien Energie GmbH
including the companies Wienstrom GmbH, Wien
Energie Stromnetz GmbH, Wien Energie Gasnetz
GmbH, Fernwrme Wien GmbH, Energiecomfort
Energie- und Gebudemanagement GmbH, Wien
Energie Bundesforste Biomasse Kraftwerk GmbH,
Wiener Linien GmbH & Co. KG, AG der Wiener Lo kal-
bahnen including the companies Wiener Lokalbah-
nen Verkehrsdienste GmbH and Wiener Lokalbah-
nen Cargo GmbH, Bestattung Wien GmbH, Friedhfe
Wien GmbH (since 1.1.2008) and Wiener Stadtwerke
84
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ABOUT THIS REPORT
case for the two fully consolidated companies:
Wiener Lokalbahnen Verkehrsdienste GmbH and
Wiener Lokalbahnen Cargo GmbH. Data referring to
mobility on public transport and the related envir-
onmental impact will be taken into account starting
with the 2009 sustainability report. Environmental
data from BMG Wiener Stadtwerke Beteiligungs-
management GmbH have not been reported on the
grounds of immateriality.
GLOBAL REPORTING INITIATIVE GUIDELINES
The report was created on the basis of the G3 guide-
lines for Global Reporting Initiative (gri) Sustainabil-
ity Reporting. These guidelines dene three dierent
application levels: A (total implementation), B (partial
implementation) and C (basic implementation). Fol-
lowing gri according the rst report from last year
level C status, this report was able to achieve level B.
This year we also had the report checked by the Global
Reporting Initiative to conrm our having reached the
application level. The gri index can be found on pages
90/91. The gri supplementary report (in German),
which includes details not printed in this report, can
be downloaded from our sustainability portal.
FURTHER INFORMATION
Please refer to the overview in the imprint section.
partnership will be reported on as of 2009. The fol-
lowing partnerships are currently being established
and, as a result, are not yet able to supply any key in-
dicators related to energy generation: WS Renewable
Energy Hydro S.R.L., Polska Sila Wiatru SP.z.o.o and
Energy Eastern Europe Hydropower GmbH.
With regards to supply rights, the actual load sup-
plied (mwh) is divided into the dierent categories
of generation plants or reported in full as domestic
energy production by energy source.
With regards to key indicators for partnerships in
the eld of funeral services and their related environ-
mental impact, the values are included proportion-
ately to the stake held. This rule does not apply to
the company diebestattung on the grounds of imma-
teriality. The company Krematorium Wien GmbH will
be reported on as of 2009, with a share of 100% for
funeral services and key environmental indicators.
Contrary to the basic rule set out above, the com-
panies Friedhfe Wien GmbH and WienIT edv Dienst-
leistungsgesellschaft mbH have only been included
in the nancial and the headcount statistics. The
values from these companies for other non-nancial
gures could not yet be determined. This is also the
www.globalreporting.org
www.nachhaltigkeit.wienerstadtwerke.at/wiener-stadtwerke/
downloadbereich.html
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Code of Corporate Governance
The Austrian Code of Corporate Governance was
published in 2002 and is amended as required. This
code of conduct is largely based on legislation which
determines the way in which listed companies are
managed and audited, and also contains nationally
and internationally recognised standards of good
and responsible company leadership, albeit in the
form of recommendations and proposals.
Combined heat and power (CHP, co-generation)
By producing electricity and heat at the same time
co-generation fuels can be used as e ciently as
possible (
>
fuel utilisation). This is because a large
proportion of primary energy used is unavoidably
converted into heat when electricity is produced in
power plants using gas, coal or oil (and nuclear
power plants). This heat is used in combined heat
and power plants to produce district heating.
Corporate Governance (CG)
In short, cg refers to how the company is directed
and monitored by its shareholders. Third parties
such as employees and creditors (in the event of
bankruptcy) are also sometimes accorded a right
to have their say. Within the framework of cg, the
organisation of relevant bodies such as agm, super-
visory board, board of directors and management
are observed, together with the associated tasks,
rights and obligations.
Corporate Social Responsibility (CSR)
csr refers to the voluntary ecological and social
contributions made by companies with a view to
>
sustainable development. This includes, in par-
ticular, voluntary eorts to protect the companys
Audit
An audit is an independent, systematic inspection of
records or nancial accounts to check if, for example,
criteria set out in norms are being satised. In the
context of
>
certication, a distinction is made
between a certication audit and a renewal audit.
A certication audit is an inspection performed to
achieve initial certication. In order for this to retain
its validity, it has to be renewed at regular intervals
(every two or three years). This is done by carrying
out a renewal audit.
Certication
The term certication means that a certain product,
service, working practice or even an entire company
has been successfully audited by an independent,
accredited certication authority, fullling criteria
set out in norms and being conrmed by a certicate
(e.g. a seal or mark of quality). A management sys-
tem which has been successfully implemented, for
example, is certied in accordance with
>
en 13186
(Quality),
>
iso 14001 (Environment) or
>
ohsas
18001 (Safety). The certication conrms that the
company has a management system in place which
complies with the relevant norms. See also
>
Envir-
onment management system
CO
2
(carbon dioxide)
co
2
emissions caused by humans are generally re-
leased when fuels such as coal, oil and natural gas,
as well as renewable sources of energy such as bio-
gas, wood or rapeseed, are burned. co
2
from non-
renewable resources is harmful to the environment,
as it increases the concentration of co
2
in the atmos-
phere and thus contributes to the greenhouse eect.
co
2
is a
>
greenhouse gas.
GLOSSARY
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GLOSSARY
can yield a number of potential benets for the
customer (contracting party): i.e., they do not have
to invest in the energy unit. It is often the case that
economic and ecological benets are harnessed
because the contractors have more experience in
servicing and designing the units.
Energy efciency
Energy e ciency is the ratio between the yield of
output, services, goods or energy and the energy
input (Austrian Energy Agency 2007). There are a
number of dierent types of energy e ciency which
are suitable for comparing units to a greater or
lesser extent. In the case of household appliances,
for example, the end energy e ciency (usually
electricity) is taken. To compare the use of heat
pumps or district heating for indoor heating, the
primary energy e ciency, i.e. the energy used in
the power plants, is used. The energy e ciency
of a country can be ascertained, for example, by
taking the ratio between energy consumption and
gross national product.
Environment management system
An environment management system such as emas or
iso 14001 comprises a clear organisational structure,
planning activities, responsibilities, codes of conduct
and procedures to adhere to the relevant environ-
mental laws, while also striving to make additional
progress in eorts to protect the environment. Key
elements of an environment management system
include environment o ces and an environment pro-
gramme with clear targets and measures. An external
auditor (
>
Audit) can check that these requirements
are being met, leading to the company or the site
being awarded
>
iso 14001 or
>
emas certication.
environment and, as far as employees are concerned,
considering working conditions, human rights and
protecting the environment when purchasing, eco-
logical product responsibility and consumer protec-
tion. The core issue is thus responsibility with re-
gards to key business processes. In addition to this,
csr is about responsibility towards the surrounding
environment, including companies showing their
commitment to society. In practice, there is no dier-
ence between csr management and sustainability
management. csr continues to be interpreted in
very dierent ways. Since 2007, csr at Wiener Stadt-
werke has been based on the eu interpretation.
(www.nachhaltig-wien.at/2_verantwortung.htm)
EMAS (Eco-management and Audit Scheme)
emas is an
>
eco-management system devised by
the eu. The requirements of the emas management
system and those of the
>
iso 14001 management
system have largely been reconciled with each other.
The most signicant dierence between them is that
emas entails the additional obligation to publish an
environmental declaration. (www.emas.gv.at)
EN 13816
The 2002 Austrian norm en 13816 is a European norm
for service quality on public transport. It represents a
framework, recognised throughout Europe, to ensure
that high customer expectations for service quality
on public transport are met.
Energy contracting
Energy contracting refers to a contract being signed
to provide an energy service such as heating. The
contractor then operates the heating unit in the cellar,
i.e. Obtaining energy from a third party (contractor)
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In addition to these, are man-made substances such
as recalcitrant chlorouorocarbons. Given that the
various greenhouse gases harm the environment to
dierent extents, it has become common practice
to compare their eect with that of co
2
. The global
warming potential (gwp) of a tonne of fossil-borne
co
2
has been dened as 1. The so-called co
2
equiva-
lent is then calculated for the other greenhouse
gases. Methane (which is released in large quantities
by agricultural activity, for instance) has a gwp of
23 (25 of late) when taken over a period of 100 years,
while certain uoro compounds have values of over
10,000 (e.g. sf6, cfc-12).
ISO 14001
iso 14001 is the iso norm for
>
eco-management
systems. (www.14001news.de, www.iso.org)
Modal split
The share of each individual type of transport com-
pared to the total tra c volume.
Network coverage

>
Degree of accessibility
OHSAS 18001
ohsas stands for Occupational Health and Safety
Assessment Series. As with
>
iso 14001, it concerns a
work protection management system. It was devel-
oped in response to a desire expressed by industry to
integrate the area of employee protection into exist-
ing management systems. The standard is applied
around the world in all commercial sectors. (www.
ohsas-18001-occupational-health-and-safety.com)
ORC process
orc stands for Organic Rankine Cycle. In an orc
process, a turbine powered by an organic working
uid instead of water supplies electricity and heat.
In doing so, sources of heat with lower temperatures
can be used eectively to generate electricity.
Degree of accessibility
This refers to the proportion of residents (or jobs
and schools) present in the catchment area of
a stop in the public transport network compared
to the total number of inhabitants (or jobs and
schools) in this area.
Fuel utilisation
Quotient of the quantity supplied and the energy used
>
chp (combined heat and power or co-generation).
Gender mainstreaming
Gender mainstreaming means taking into account
from the outset the dierent life situations and
interests of men and women related to every social
project and to reect regularly on these factors,
because reality is far from being gender-neutral.
Global Reporting Initiative (GRI)
gri publishes the internationally recognised gri
guidelines for sustainability reports. The guide-
lines were drawn up in a process involving various
stakeholders, organised by gri, and are regularly
amended. The current version in force was drawn up
in 2006 and is described in the industry as gri G3.
gri G3 sets out clear guidelines with regards to how
the economic, ecological and social performance of
the company concerned should be reported.
(www.globalreporting.org)
Greenhouse gases
Greenhouse gases act in a way similar to the glass
roof of a greenhouse, preventing a proportion of in-
frared rays from leaving the Earth and travelling into
space. If this eect were not present, temperatures
would be considerably lower. Rising concentration
levels of greenhouse gases in the atmosphere inev-
itably lead to a dangerous warming eect. Naturally
occurring greenhouse gases include water vapour,
carbon dioxide, ozone, methane and nitrogen oxide.
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GLOSSARY
and the owners, such groups could be the employees,
consumers, local populations or the authorities.
Sustainable development
A development is sustainable when it satises the
needs of today without the risk of future generations
not being able to satisfy their own needs. Seeing
as the environment, population growth and the
economy are interdependent, it is necessary to take
a balanced view of ecological, economic and social
dimensions. (www.nachhaltigkeit.info)
Traction electricity
Electricity to drive vehicles.
UITP (International Association
of Public Transport)
The International Association of Public Transport,
based in Brussels, is the global association for
organisations (notably suppliers and manufacturers)
in the eld of (local) public transport. By ascribing
to the uitp Sustainability Charter, signatories com-
mit themselves to working towards sustainable de-
velopment and to adopting a company policy which
promotes the introduction of sustainable procedures.
The 58
th
International uitp World Congress with the
title Public Transport: Making the right choices is
taking place in Vienna from 7 to 11 June 2009, with
Wiener Linien as one of the hosts. (www.uitp.org,
http://www.uitp.org/vienna2009/congress/index-
de.cfm)
20-20-20 targets
In the struggle against the causes of climate change,
the European Union decided on the so-called
20-20-20 target. By the year 2020, greenhouse gas
emissions should have been reduced by 20%,
the proportion of energy produced from renewable
sources increased by 20% and overall energy
e ciency improved by 20%.
Photovoltaic plants
Plants which use sunlight to generate electricity.
If heat is produced, then one refers to
>
solar
thermal plants.
PM
10
/PM
2.5
/UFP
Particulate matter is divided into a number of
dierent classications, in particular:
pm
10
thoracic particulates: Particles with an
aerodynamic diameter of 10 micrometres or less
(m, one thousandth of a millimetre).
Coarse particles: Particles with a fraction ranging
between 2.5 and 10 m (pm
10
minus pm
2.5
).
pm
2.5
respirable ne particulates: Particles
with a diameter of 2.5 m or less.
ufp ultra-ne particulates: Particles with
a diameter of less than 0.1 m.
Repowering
Upgrading or replacing ageing power plants with
new, modern, e cient and high-performing plants
at the same site.
Solar thermal plants
Plants which use sunlight to generate heat. If elec-
tricity is generated, one then refers to
>
photovoltaic
plants.
Services of general interests
Providing services of general interests means ensur-
ing that every citizen has equal access to all neces-
sary ser vices and facilities which are considered es-
sential to the smooth running of a modern society,
and thus are associated with a particular responsi-
bility for public welfare.
Stakeholder
An extension of the term stockholder. It refers to any
group which is aected by the companys activities
or could inuence these. In addition to stockholders
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CONTENTS BASED ON GRI INDEX
CONTENTS BASED ON GRI INDEX
The principles of the
>
Global Reporting Initiative
(gri) set clear and demanding requirements for
sustainability reports. Among a number of criteria,
an index must exist which directs the reader clearly
to the required information. Not only does the gri
index below refer to content in the report at hand,
but it also refers to content in the 2008 Annual Report,
on the sustainability portal and in the gri supple-
mentary report available for download. The latter
contains data required by gri which are more suited
to experts and thus have been omitted from the
printed report and the sustainability portal for
editorial reasons. In order to achieve gri Level B (see
also page 85), collecting gri data became an integral
part of management strategy in contrast to the pre-
vious report. Moreover, 36 gri indicators (20 in the
previous year) were fully or partially fullled.
GLOBAL COMPACT REPORT ON PROGRESS
The report at hand should also serve as a basis for
the Global Compact Report on Progress (see also
page 15) which will be published on the sustain-
ability portal in September 2009.
GRI INDICATOR REFERENCE STATUS
PROFILE
STRATEGY AND ANALYSIS
1.1 Statement from the most
senior decisionmaker
8 9
1.2 Description of key impacts,
risks, and opportunities
PROFILE OF ORGANISATION
2.1 Name of the organisation Imprint
2.2 Brands, products and services 10 11
2.3 Operational structure Cover ap, 84 85
2.4 (Location of) organisations
headquarters
10
2.5 Countries of operation
2.6 Nature of ownership 10
2.7 Markets served 10 11
2.8 Scale of reporting organisation Cover ap
2.9 Signicant changes regarding
size, structure, or ownership

2.10 Awards recieved 17,
REPORT PARAMETERS
3.1 Reporting period 84
3.2 Date of previous report 84
3.3 Reporting cycle 84
3.4 Contact point for questions 92
3.5 Process for dening report
content

3.6 Boundaries of the report 84 85
3.7 Particular limitations to the
scope of the report
84 85
3.8 Joint ventures, subsidiaries
and outsourcing
84 85
3.9 Data measurement techniques
and bases of calculations

3.10 Effects of any re-statements of
information provided in earlier
reports

3.11 Signicant changes in the
scope of boundaries of the
report or the measuring
techniques

3.12 GRI Content Index 90, Facts and
information
3.13 Policy for independent assur-
ance for the report

GOVERNANCE STRUCTURE AND MANAGEMENT SYSTEMS
4.1 Governance structure of the
organisation

109
4.2 Statement of whether the
chairman of the highest
supervisory body is also
an executive ofcer

4.3 Independent members of the
highest governance body

109
4.4 Mechanisms for sharehold-
ers and employees to provide
recommendations to the board

4.5 Linkage between compensa-
tion for members of the high-
est governance body, senior
managers, and executives, and
the organizations perform-
ance

4.6 Mechanisms to avoid conicts
of interest on the Board of
Management and Supervisory
Board

4.7 Expertise of board members
on sustainability topics

4.8 Mission statements, code of
conduct and principles
12, 15 16
4.9 Procedures of the highest
governance body for oversee-
ing the organizations identi-
cation and management of
economic, environmental, and
social performance

4.10 Evaluating the performance of
the Board of Management

4.11 Explanation of whether
and how the precautionary
approach or principle is ad-
dressed.

4.12 External charters,
principles and initiatives

www.nachhaltigkeit.wienerstadtwerke.at/wiener-stadtwerke/
downloadbereich.html
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ACTIONS INSTEAD OF WORDS
WE WOULD LIKE TO EXPRESS OUR GRATITUDE TO THE
SUSTAINABILITY OFFICERS WHO, THROUGH THEIR
DEDICATION, HAVE BEEN CRUCIAL IN IMPLEMENTING
THE SUSTAINABILITY PROCESS THROUGHOUT THE GROUP
AND MADE IT POSSIBLE TO CREATE THIS REPORT.
WE WOULD ALSO LIKE TO THANK OUR EMPLOYEES FOR
THEIR COMMITMENT AND FOR PROVIDING US WITH STATE-
MENTS AND PHOTOS WHICH CONSTITUTED AN INTEGRAL
PART OF THE LAYOUT OF THIS REPORT.
EVERY TWO YEARS, MEMBERS OF THE INTERNATIONAL ASSOCIATION FOR
PUBLIC TRANSPORT (UITP) GATHER FOR THEIR WORLD CONGRESS THIS TIME,
IN VIENNA IN JUNE 2009. WIENER LINIEN IS ONE OF THE HOSTS. READ MORE
ABOUT THIS ON PAGE 24.
24
EMPLOYEE SATISFACTION IS VERY IMPORTANT TO
US AND SO, IN 2007, WE CARRIED OUT YET ANOTHER
GROUP-WIDE SURVEY TO ASSESS HOW SATISFIED
OUR EMPLOYEES ARE. THE RESULT: AROUND 400 NEW
SUGGESTIONS WERE MADE. READ MORE ABOUT THIS
ON PAGE 58.
58
IN 2008, WE DRAFTED 131 MEASURES DESIGNED TO IM-
PROVE OUR LEVEL OF SUSTAINABILITY STILL FURTHER.
TO FIND OUT WHAT WE HAVE ACHIEVED SO FAR AND
WHICH OBJECTIVES ARE STILL TO BE REACHED, READ
FROM PAGE 72.
4.13 Memberships 15
4.14 List of stakeholder groups
4.15 Identication and selection
of stakeholders

4.16 Forms of consultation with
stakeholders

4.17 Key topics and requests
resulting from consultation
with stakeholders

MANAGEMENT APPROACH
DMA Management approach
to economic, ecological
and social issues
ECONOMIC PERFORMANCE INDICATORS
EC1 Economic value directly
generated and distributed
46 49,

67
EC3 Coverage of dened benet
plan obligations

EC4 Signicant nancial assistance
received from government

EC7 Employing management
personnel from the
local community

EC8 Infrastructure investments
and services provided
primarily for public benet

EC9 Signicant indirect economic
impact of Wiener Stadtwerke

ENVIRONMENTAL PERFORMANCE INDICATORS
EN3 Direct energy consumption
EN4 Indirect energy consumption
EN6 Initiatives to provide renewable
sources of energy and improve
efciency
55 56, 78
Ecology
EN7 Initiatives to reduce indirect
energy consumption
Energy consumption
EN8 Total water withdrawal
by source
EN9 Water sources signicantly
affected by withdrawal of water

EN11 Land in or adjacent to pro-
tected areas or areas of high
biodiversity value outside
protected areas

EN12 Signicant impacts on biodi-
versity in protected areas and
areas of high biodiversity value
outside protected areas

EN16 Total direct and indirect
by weight
54
EN17 Other relevant indirect
by weight
EN18 Initiatives to reduce green-
house gas emissions
55 57, 73, 78 80
EN19 Emissions of ozone-depleting
substances by weight

EN20 NO
x
, SO
x
and other signicant
air pollutants by type
and weight
Cover ap
EN21 Total water discharge
by quality and destination
EN22 Total weight of waste by type
and disposal method
EN23 Total number and volume
of signicant spills
none
EN26 Initiatives to mitigate environ-
mental impacts of products
and services, and extent of
impact mitigation

SOCIAL PERFORMANCE INDICATORS
LA1 Total workforce by employ-
ment type, employment
contract, and region
Cover ap
LA4 Percentage of employees
covered by collective bargain-
ing agreements
LA7 Rates of injury, occupatio-
nal diseases, lost days, and
absenteeism, and number of
work-related fatalities
75, Safety at Work
LA8 Education, training, counse-
ling, prevention, and risk-
control programs regarding
serious diseases
75, Health
LA10 Average hours of training
per year per employee by
employee category
62 63, 76, Personnel
development
LA 12 Employees receiving regular
performance and career
development reviews
63, Personnel devel-
opment
LA13 Composition of governance
bodies and breakdown of
employees per category
according to gender, age
group, minority group mem-
bership, and other indicators
of diversity
64 65, ,
Supporting women
HR1 Signicant investment agree-
ments that include human
rights clauses or that have
undergone human rights
screening

HR2 Percentage of signicant
suppliers and contractors that
have undergone screening on
human rights and actions taken

HR5 Operations identied in which
the right to exercise freedom
of association and collective
bargaining may be at signi-
cant risk

SO1 Programmes and practices
that assess and manage the
impacts of operations on
communities

PR1 Life cycle stages in which
health and safety impacts of
products and services are
assessed for improvement,
and percentage of signicant
products and services
cate gories subject to such
proce dures

PR5 Practices related to
customer satisfaction
36 37, 39 41, 48 49
SUSTAINABILITY PORTAL www.nachhaltigkeit.wienerstadtwerke.at
ANNUAL REPORT www.geschaeftsbericht2008.wienerstadtwerke.at
GRI SUPPLEMENTARY REPORT www.nachhaltigkeit.wienerstadtwerke.at/downloads
FULLY MET PARTIALLY MET
CONTENTS BASED ON GRI INDEX 91
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154
GIRLS TOOK PART IN THE
VIENNA DAUGHTERS DAY
(WIENER TCHTERTAG) EVENT
WITH WIENER STADTWERKE.
THE AIM IS TO MAKE TECHNICAL
PROFESSIONS INTERESTING
FOR THEM.
27
NEW, LOW-EMISSION LIQUID-GAS-
POWERED BUSES AND 62 NEW COM-
PRESSED NATURAL GAS (CNG)-POWERED
CARS HELP TO REDUCE FINE PARTICULATE
MATTER (PM) POLLUTION.
15,104
EMPLOYEES, AS WELL AS 353 APPREN-
TICES (ANNUAL AVERAGE) WORK FOR
WIENER STADTWERKE GROUP. AN ADD-
ITIONAL 600 APPRENTICES ARE SET TO
BE TAKEN ON EACH YEAR UNTIL 2013.
26
ENERGY-EFFICIENT TYPE V UNDER-
GROUND RAILCARS PURCHASED FOR
THE U1-U4 UNDERGROUND LINES, 17 OF
WHICH ARE ALREADY IN OPERATION.
14%
FEWER ACCIDENTS AT WORK
INVOLVING OUR EMPLOYEES.
719
GWH OF ELECTRICITY
PRODUCED FROM RENEWABLE
SOURCES OF ENERGY.
319
IDEAS SUBMITTED BY EMPLOYEES IN THE IDEA
FACTORY, A QUARTER OF WHICH HAVE BEEN
IMPLEMENTED.
PUBLIC TRANSPORT MODAL SPLIT
PUBLIC TRANSPORT
MIT
MOTORISED INDIVIDUAL
TRANSPORT (CAR DRIVERS,
PASSENGERS AND MOTOR-
CYCLISTS)
NMIT
NON-MOTORISED INDIVIDUAL
TRANSPORT (BICYCLE, ON FOOT)
772.1 M PASSENGERS
793.0 M PASSENGERS
803.6 M PASSENGERS
GROUP HIGHLIGHTS 2008
35%
PUBLIC TRANSPORT MODAL SPLIT TRAM, BUS AND
UNDERGROUND STAY AHEAD OF CAR TRAFFIC
2008
2006
2007
35%
35%
34%
32%
31%
33%
33% 35% 32%
OF WIENER STADTWERKE GROUP
Isabella Kossina
General Manager of Wiener Stadtwerke
Beteiligungsmanagement GmbH (bmg)
Telephone: +43 (0)1 531 23-74810
SUSTAINABILITY OFFICER OF
Markus Pinter
Head of the O ce of the Board of Management
Telephone: +43 (0)1 531 23-73913
markus.pinter@wienerstadtwerke.at
GROUP COMMUNICATION
Robert Hierhold
Wiener Stadtwerke Group Spokesperson
Telephone: +43 (0)1 531 23-73973
robert.hierhold@wienerstadtwerke.at
CONTACT DETAILS OF OUR
GROUP COMPANIES
FURTHER INFORMATION
The following publications are available for you
to download (in German) from our sustainability
portal www.nachhaltigkeit.wienerstadtwerke.at
by clicking on the link Servicefunktionen:
gri supplement report: supplementary
infor mation to the sustainability report
Protecting the environment: Introduction,
political milestones and starting points for
Wiener Stadtwerke

Services of general interest: Political concept
and services provided by Wiener Stadtwerke
Energy e ciency: Concepts, calculation
and relevance to protecting the environment
Both the current and previous sustainability
reports are available here for download.
The portal will continue to serve as a platform
for providing in-depth information on specic
sustainability topics at Wiener Stadtwerke.
The online version of the Wiener Stadtwerke
Annual Report 2008 can be found at the following
address:
CONTACT PARTNERS AND
ADDITIONAL INFORMATION
CONTACT PARTNERS 92
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VERBUND 11.51
PORR 2.76
TEERAG-ASDAG 47.19
WIENIT 100
WIENCOM 100
GWSG 100
FERNWRME WIEN 100
ECONGAS 15.7
ENERGIECOMFORT 100
C.E.U. 100
HAUSCOMFORT 100
SPRAVBYTKOMFORT 55
FERNWRME KSZEG 50
TT ENERGIE 50
ORTSWRME SEEFELD 50
BYTKOMFORT 49
ORTSWRME GRN 24.86
WIEN ENERGIE 100
E&T 45
WIENSTROM 100
B-S ENERGIA 100
WINDNET 85
PAMA-GOLS 50
TOPLAK 50
POWER
3.06
VERBUND 1.17
WIENER LINIEN 100
BESTATTUNG WIEN 100
DIEBESTATTUNG 100
FRIEDHFE WIEN 100
STPM 99.9
IWS 44
IMPORTKOHLE 33
TELEREAL 25
CITY OF VIENNA
IMPRINT
PUBLISHED BY
Schottenring 30
1011 Vienna
Austria
Telephone: +43 (0)1 531 23-0
PROJECT MANAGEMENT
Isabella Kossina
DESIGN
IMAGES
Inge Prader, Vienna
FURTHER IMAGES
TRANSLATION
Group Communication
PRINT DEADLINE
18 March 2009
WWW.WIENERSTADTWERKE.AT
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Linien Buildings
DRIVING VIENNAS FUTURE
SUSTAINABILITY REPORT
1)
2008 % 2007 2006
Electricity sales
2)
GWh 8,726.9 -0.1 8,733.9 9,030.4
Natural gas sales
2)
GWh 8,623.6 20.7 7,144.8 9,650.5
3)
GWh 5,435.2 19.9 4,532.9 5,755.4
Passengers m 803.6 1.3 793.0 772.1
4)
18,502
5)
15,104 4.0 14,496 14,334
1)
2008 % 2007 2006
Total CO
2
emissions t 2,808,163 23.3 2,277,290 2,964,188
Air pollutants
6)
Total NO
x
t 1,343 -2.7 1,380 1,311
Total SO
2
t 128 0.8 127 326
7)
1)
2008 % 2007 2006
hydropower % 8.89 8.96 7.66
biomass % 2.77 3.70 0.76
waste % 0.22 0.25 0.21
other plants % 0.03 0.04 0.04
1)
2)
Vertriebs-KG
3)
4)
5)
6)
7)

WSTW Nachhaltigkeit 2008 en 15228

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WWW.WIENERSTADTWERKE.

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