Environmental Report 2000 - EnBW

Keeping in Touch with the Public
Info centres at our power generation
plants attract 70,000 visitors every
year, mainly policy makers, school
and university students, members of
expert groups and trade associations.
These centres provide an important
forum for public dialogue on and
broad discussion of a whole host of
environmental protection issues.
There has been a great deal of interest
in the Philippsburg site (nuclear
power), Heilbronn (coal and sewagesludge
incineration, thermal heating,
and the Westernheim wind farm),
Karlsruhe (coal, gas and steam-powered
plant and the ReKa recycling facility)
and the Iffezheim hydroelectric
plant that attracts large numbers of
visitors who come to see the fish
pass.
Visiting our information centres neither
requires people to be interested in
power generation per se nor interested
in visiting the power generation
plant itself. The Heilbronn, Karlsruhe
and Philippsburg information centres
prefer to see their main function as
providing data on the company’s operations
in addition to presenting trends
and developments that are of relevance
to its power generation and
waste treatment activities.
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We also promote teacher training
initiatives in environmental protection.
The Karlsruhe info centre organises
question and answer sessions as well
as 30 separate teacher training events.
These initiatives usually last for several
days and are coordinated with local
education departments. We instruct
around 1,000 teachers every year on
issues regarding the company, difficulties
in the power generation industry,
innovations in the renewable
energy sector and data on environmental
protection measures.
Frontline Dialogue with the
Customer
With our participation at a total of 166
trade fairs, we have managed to considerably
increase our public presence.
Over 70% of these fairs were highprofile
public events and included the
Mannheim Maimarkt, the Oberschwabenschau
in Ravensburg, the IBO in
Friedrichshafen, the Südwestmesse
in Villingen-Schwenningen, the Badenmesse
in Freiburg and the “Home,
Energy and the Environment” trade
and consumer fair in Karlsruhe.
We have talked to over a million customers
and interested parties on
topics including: the ‘passive’ home,
solar heating, thermal pumps, heat
recuperation, photovoltaics and fuel
cells.
Meeting Customer Requirements
24 Hours a Day
Customers are invited to visit our Customer
Care Centre (CCC) where they
will find information on how our regional
centres and sales offices can
support and advise local authorities
and agencies. Our CCC has over 400
full-time staff and is manned 24 hours
a day.
The CCC registered about 3.4 million
calls last year. Our new hotlines,
“Photovoltaic” and “Energy Saving
2000”, recorded approximately 11,000
inquiries by the end of the year.
There are 54 specially trained frontoffice
staff and a further 32 back-office
specialists who deal with these topics
– all of whom work to a triple-shift
schedule. Our “Energy Saving 2000”
link allows interested parties to find
tips on how to reduce the energy
consumption of domestic appliances,
water heaters and central heating
systems. There are also pamphlets
and application forms for electricity
meters that are available free of charge
from our regional centres.
The Photovoltaics hotline provides
general information and documentation
on this topic. It also assists callers
with issues such as the financing of
systems via the “100,000 Roofs Programme”
as well as providing details
on how to store energy cost-effectively
and listing the addresses of local
electricians skilled in installing photovoltaic
systems.
Everything we learn from our customers
is processed in-house and brought
to the attention of the responsible
parties. Based on target group-relevant
field questionnaires, we are always in
a position to bring new products and
services online.
Networked Communication
Tips on energy saving can be found
on our website, together with our
“EnBW Energy Consumption Check”.
Our ecological review can also be
downloaded from the site.
Our customer magazine “EnBW Magazin”
(with a circulation of 1.6 million
distributed to all of the households in
the areas we supply) regularly publishes
articles on renewable energy
sources and on resource-saving innovations.
Environmental protection and
tips on energy saving are naturally a
standard feature.
Last but not least, special brochures
and press releases on topical ecological
issues, innovations, products
and programmes form the final link in
our broad range of communication
and information services.
Environmental Protection
Communication Packages
Environmental protection is becoming
increasingly important. This is illustrated
by in-place legislation on renewable
energy sources (the EEG laws)
or on promoting power generation in
ecologically friendly cogeneration
plants (as defined by pertinent German
legislation [KWK-Gesetz] and the
Kyoto Treaty on the reduction of carbon
dioxide emissions).
Our aim is to “pool” all our environmental
protection activities and sector-related
innovations and to communicate
them to the public in their
entirety. To this end, we established
an “environmental communication”
project at the end of 2000, spearheaded
by experts from a number of
company divisions.
This project is aimed at communicating
to the public the platforms being
developed by the company that are of
relevance to environmental protection
and renewable energy sources, the
reasons behind this involvement and
how the company’s ecological commitment
is helping to promote its
overall strategy of advancing environmental
issues.
Info Centre Heilbronn:
(0 71 31) 1 87 27 41
Info Centre Karlsruhe, Iffezheim,
Rudolf-Fettweis-Werk Forbach:
(07 21) 63 05
Info Centre Philippsburg:
(0 72 56) 95 45 99
CCC Info-line:
08 00 - 9 99 99 66
Photovoltaics:
08 00 - 9 99 98 02
Energy saving 2000:
08 00 - 9 99 98 03
Internet:
www.enbw.com
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