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Environmental Report 2000 - EnBW

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Keeping in Touch with the Public<br />

Info centres at our power generation<br />

plants attract 70,000 visitors every<br />

year, mainly policy makers, school<br />

and university students, members of<br />

expert groups and trade associations.<br />

These centres provide an important<br />

forum for public dialogue on and<br />

broad discussion of a whole host of<br />

environmental protection issues.<br />

There has been a great deal of interest<br />

in the Philippsburg site (nuclear<br />

power), Heilbronn (coal and sewagesludge<br />

incineration, thermal heating,<br />

and the Westernheim wind farm),<br />

Karlsruhe (coal, gas and steam-powered<br />

plant and the ReKa recycling facility)<br />

and the Iffezheim hydroelectric<br />

plant that attracts large numbers of<br />

visitors who come to see the fish<br />

pass.<br />

Visiting our information centres neither<br />

requires people to be interested in<br />

power generation per se nor interested<br />

in visiting the power generation<br />

plant itself. The Heilbronn, Karlsruhe<br />

and Philippsburg information centres<br />

prefer to see their main function as<br />

providing data on the company’s operations<br />

in addition to presenting trends<br />

and developments that are of relevance<br />

to its power generation and<br />

waste treatment activities.<br />

80<br />

We also promote teacher training<br />

initiatives in environmental protection.<br />

The Karlsruhe info centre organises<br />

question and answer sessions as well<br />

as 30 separate teacher training events.<br />

These initiatives usually last for several<br />

days and are coordinated with local<br />

education departments. We instruct<br />

around 1,000 teachers every year on<br />

issues regarding the company, difficulties<br />

in the power generation industry,<br />

innovations in the renewable<br />

energy sector and data on environmental<br />

protection measures.<br />

Frontline Dialogue with the<br />

Customer<br />

With our participation at a total of 166<br />

trade fairs, we have managed to considerably<br />

increase our public presence.<br />

Over 70% of these fairs were highprofile<br />

public events and included the<br />

Mannheim Maimarkt, the Oberschwabenschau<br />

in Ravensburg, the IBO in<br />

Friedrichshafen, the Südwestmesse<br />

in Villingen-Schwenningen, the Badenmesse<br />

in Freiburg and the “Home,<br />

Energy and the Environment” trade<br />

and consumer fair in Karlsruhe.<br />

We have talked to over a million customers<br />

and interested parties on<br />

topics including: the ‘passive’ home,<br />

solar heating, thermal pumps, heat<br />

recuperation, photovoltaics and fuel<br />

cells.<br />

Meeting Customer Requirements<br />

24 Hours a Day<br />

Customers are invited to visit our Customer<br />

Care Centre (CCC) where they<br />

will find information on how our regional<br />

centres and sales offices can<br />

support and advise local authorities<br />

and agencies. Our CCC has over 400<br />

full-time staff and is manned 24 hours<br />

a day.<br />

The CCC registered about 3.4 million<br />

calls last year. Our new hotlines,<br />

“Photovoltaic” and “Energy Saving<br />

<strong>2000</strong>”, recorded approximately 11,000<br />

inquiries by the end of the year.<br />

There are 54 specially trained frontoffice<br />

staff and a further 32 back-office<br />

specialists who deal with these topics<br />

– all of whom work to a triple-shift<br />

schedule. Our “Energy Saving <strong>2000</strong>”<br />

link allows interested parties to find<br />

tips on how to reduce the energy<br />

consumption of domestic appliances,<br />

water heaters and central heating<br />

systems. There are also pamphlets<br />

and application forms for electricity<br />

meters that are available free of charge<br />

from our regional centres.<br />

The Photovoltaics hotline provides<br />

general information and documentation<br />

on this topic. It also assists callers<br />

with issues such as the financing of<br />

systems via the “100,000 Roofs Programme”<br />

as well as providing details<br />

on how to store energy cost-effectively<br />

and listing the addresses of local<br />

electricians skilled in installing photovoltaic<br />

systems.<br />

Everything we learn from our customers<br />

is processed in-house and brought<br />

to the attention of the responsible<br />

parties. Based on target group-relevant<br />

field questionnaires, we are always in<br />

a position to bring new products and<br />

services online.<br />

Networked Communication<br />

Tips on energy saving can be found<br />

on our website, together with our<br />

“<strong>EnBW</strong> Energy Consumption Check”.<br />

Our ecological review can also be<br />

downloaded from the site.<br />

Our customer magazine “<strong>EnBW</strong> Magazin”<br />

(with a circulation of 1.6 million<br />

distributed to all of the households in<br />

the areas we supply) regularly publishes<br />

articles on renewable energy<br />

sources and on resource-saving innovations.<br />

<strong>Environmental</strong> protection and<br />

tips on energy saving are naturally a<br />

standard feature.<br />

Last but not least, special brochures<br />

and press releases on topical ecological<br />

issues, innovations, products<br />

and programmes form the final link in<br />

our broad range of communication<br />

and information services.<br />

<strong>Environmental</strong> Protection<br />

Communication Packages<br />

<strong>Environmental</strong> protection is becoming<br />

increasingly important. This is illustrated<br />

by in-place legislation on renewable<br />

energy sources (the EEG laws)<br />

or on promoting power generation in<br />

ecologically friendly cogeneration<br />

plants (as defined by pertinent German<br />

legislation [KWK-Gesetz] and the<br />

Kyoto Treaty on the reduction of carbon<br />

dioxide emissions).<br />

Our aim is to “pool” all our environmental<br />

protection activities and sector-related<br />

innovations and to communicate<br />

them to the public in their<br />

entirety. To this end, we established<br />

an “environmental communication”<br />

project at the end of <strong>2000</strong>, spearheaded<br />

by experts from a number of<br />

company divisions.<br />

This project is aimed at communicating<br />

to the public the platforms being<br />

developed by the company that are of<br />

relevance to environmental protection<br />

and renewable energy sources, the<br />

reasons behind this involvement and<br />

how the company’s ecological commitment<br />

is helping to promote its<br />

overall strategy of advancing environmental<br />

issues.<br />

Info Centre Heilbronn:<br />

(0 71 31) 1 87 27 41<br />

Info Centre Karlsruhe, Iffezheim,<br />

Rudolf-Fettweis-Werk Forbach:<br />

(07 21) 63 05<br />

Info Centre Philippsburg:<br />

(0 72 56) 95 45 99<br />

CCC Info-line:<br />

08 00 - 9 99 99 66<br />

Photovoltaics:<br />

08 00 - 9 99 98 02<br />

Energy saving <strong>2000</strong>:<br />

08 00 - 9 99 98 03<br />

Internet:<br />

www.enbw.com<br />

81

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