2019 Annual Report With figures that everyone can understand

EUR 3,028m EUR 4,091m Revenue Property, plant and equipment EUR 1,095m EUR 299m Investment Profit for the year Our results at a glance Turn to page 12 for intuitive explanations.

STATEMENT OF PROFIT OR LOSS

EUR m 2019 2018

Revenue 3,028 2,754 Other income 553 512 Raw material, consumables and services used -1,332 -1,100 Personnel expenses -1,067 -1,037 Other expenses -702 -659 Net gains on investments accounted for using the equity method 64 64

Earnings before interest, tax, depreciation and amortisation (EBITDA) 544 535 Depreciation and amortisation -271 -255 Impairment losses and gains 76 24

Operating profit (EBIT) 349 303 Interest income 14 21 Other finance income 39 52 Interest expense -98 -114 Other finance costs -3 -48

Net finance costs -49 -90 Profit before tax 300 213 Income tax expense -1 -4

Profit for the year from continuing operations 299 208 Profit for the year 299 208

EUR 1,095m EUR 299m Investment Profit for the year from continuing operations

EUR 1,067m Personnel expenses

EUR 3,028m Revenue EUR 2,034m Raw material and consumables used, and other expenses

Other sources: B1, B2 – see IFRS financial report; C1, C2 – see sustainability report CONSOLIDATED STATEMENT OF FINANCIAL POSITION

EUR m 31 Dec. 2019 31 Dec. 2018 1 Jan. 2018

ASSETS Property, plant and equipment 4,091 3,907 3,787 Intangible assets 158 145 142 Investments accounted for using the equity method 166 379 314 Non-current financial assets 3,500 2,626 2,373 Other non-current assets 415 240 201 Non-current regulatory assets 1,216 1,278 1,345

Non-current assets 9,547 8,574 8,162 Inventories 229 202 109 Trade receivables 243 299 368 Current financial assets 582 408 558 Other current assets 300 158 147 Current regulatory assets 63 71 75 Cash and cash equivalents 450 611 663

Current assets 1,866 1,750 1,920 TOTAL ASSETS 11,413 10,325 10,083

EQUITY AND LIABILITIES Equity 3,555 3,356 2,289 Long-term borrowings 411 425 375 Employee benefit provisions 4,637 4,076 5,074 Other long-term provisions 393 267 230 Other non-current liabilities 804 800 797 Deferred tax liabilities 103 69 18

Non-current liabilities 6,348 5,637 6,493 Short-term borrowings 216 151 202 Trade payables 363 435 392 Other short-term provisions 41 43 67 Other current liabilities 890 702 639

Current liabilities 1,510 1,331 1,300 TOTAL EQUITY AND LIABILITIES 11,413 10,325 10,083

EUR 3,555m EUR 4,091m Equity Property, plant and equipment

0.0% Proportion of nuclear 99.99% energy used Security of supply Wiener Stadtwerke in profile

Wiener Stadtwerke is the biggest infrastructure operator in the greater Vienna area. The Group comprises Wien Energie, Wiener Netze, Wiener Linien, Wiener Lokalbahnen, WIPARK, Facilitycomfort, Upstream Mobility, and Bestattung und Friedhöfe Wien.

Wiener Stadtwerke has a clear mandate: it supplies the people living in Vienna with essential services and operates the facilities people need in their daily lives. The focus is on energy and trans- port, where the emphasis is on ensuring accessibility for all. Day in, day out, the companies in the Wiener Stadtwerke Group are hard at work around the clock safeguarding and improving essential services in Vienna.

Wiener Netze

Reliable: Wiener Netze is Aus- Wien Energie tria’s largest combined system Wiener Linien operator. Extending for more Always well supplied: two mil- than 30,000 kilometres, the net- Mobile: Wiener Linien is respon- lion people, 230,000 commercial work covers electricity, gas and sible for building and operating and industrial customers and district heating, as well as tele- the city’s underground, bus and 4,500 agricultural businesses rely communications. With reliability tram network, making sure that on Wien Energie, the nation’s at 99.99%, it is one of best and its 2.6 million daily users arrive at largest energy supplier. Wien most dependable anywhere in their destination quickly, easily Energie generates electricity and the world. and on time. heat from renewable energy sources, as well as at energy- from-waste plants and high- efficiency combined heat and power (CHP) plants.

Bestattung & Friedhöfe

Wiener Lokalbahnen Reverence: Bestattung und Friedhöfe GmbH is Vienna’s cen- On a roll: Wiener Lokalbahnen tral provider of funeral and cem- operates the Badner Bahn, Wipark etery services. It manages more handles trans-European rail than 550,000 burial plots at 46 freight and helps people with Secure parking: Wipark Gara- cemeteries in the city. Each year restricted mobility to reach their gen GmbH is one of Austria’s it conducts around 14,000 buri- destination. leading car park operators. It als and cremations. offers more than 20,000 parking spaces at its 70-plus safe, clean and well-lit facilities in Vienna and Lower Austria. 2019 Annual Report With figures that everyone can understand

1 We explain the core topics of Wiener Stadtwerke and the underlying new. Content Introduction

2 Contents 4 Forewords 8 Our core topics 10 Materiality matrix

A new way of looking at our figures

12 A1 Sector coupling (energy teamwork) – Energy and Energy Grids – property, plant and equipment 12 A2 Mobility hub and e-mobility – Transport and Car Parks – property, plant and equipment 13 A3 Intelligent networking of the service portfolio – Profit for the year from continuing operations 13 A4 Strategic staff development – Staff costs and pension provision 14 B1 Expansion and development of renewable energy: Energy and Energy Grids – investment 14 B2 Investment in opening up new routes: Transport – investment 15 B3 Fit for the future with a focus on digitalisation – Equity 15 B4 Data security and a zero-tolerance compliance policy – Other provisions 16 C1 Safeguarding supply security – Security of supply 16 C2 Increasing energy efficiency –Energy use 17 C3 Introducing new pricing models – Revenue 17 C4 Regional procurement and accountability along the supply chain – Raw material and consumables used, and other expenses

Report supplement – a look behind the figures

MOBILITY 18 Mobility strategy – Interview with Martin Krajcsir 22 A 2 We keep Vienna moving 30 A 3 B2 Opening up new routes

ENERGY 38 Energy strategy – Interview with Peter Weinelt 42 A 1 We call it energy teamwork 48 B 1 Renewable energy 56 C 1 C2 Efficient and secure supply

GENERAL TOPICS 62 Tomorrow starts today 65 A 3 C3 One-stop shop 70 A 4 Embracing diversity 75 B 3 B4 The future’s digital 79 B 4 C4 We take responsibility 80 Glossary Dear Viennese, Ladies and gentlemen,

Business performance e are living in a time mance can be compared more in which health is Wiener Stadtwerke’s produc- easily on an international level. Wparamount and the tivity has risen sharply over the economy is being pushed into past few years. Healthy profit­ Outlook the background. In this age of ability across the board, stream- We have earmarked a total of Covid-19, we have a particular lined structures and, above all, EUR 4.7bn for investment in responsibility to society in our dedicated employees are a cru- Vienna between 2020 and 2024, role as an energy and transport cial part of this success. A which will underpin continued infrastructure service provider. strong, innovative mindset and provision of essential energy At Wiener Stadtwerke we have safeguarding security of supply and transport infrastructure. continued to deliver uninter- are the cornerstones that will This amount is spread between rupted supplies of electricity, gas permit Wiener Stadtwerke to all of the Group companies, with and heating, and have operated go on successfully shaping the the largest share allocated to a public transport network at future of the city. Wiener Linien at EUR 2.0bn. the very highest level for the 2019 was a highly successful Wiener Netze will receive residents of Vienna at all times. year for Wiener Stadtwerke. We EUR 1.4bn and Wien Energie For this, we owe our dedi- reported profit for the year of EUR 1bn. As a core investor in cated employees a debt of grati­ EUR 299m, up from EUR 208m the greater Vienna area, we tude and would like to take this a year earlier, and revenue of make a significant contribution opportunity to thank them for all EUR 3,028m. This strong operat- to achieving the goals set by the their hard work. They spared no ing profit will be invested in City of Vienna through various effort in ensuring that the infra- safeguarding the Group’s future infrastructure development, cli- structure continued to run at a and, as a result, that of the city, mate and environmental protec- world-class level, despite the too. We will make sure that the tion, and innovation promotion difficult conditions facing them. city’s residents continue to have measures. This helps to secure Some gave up their private access to innovative, modern jobs in the region, but also lives completely for several and reliable products and ser- enables us to protect the planet weeks, voluntarily self-isolating vices of the very highest qual- and ensure a brighter future for themselves in power stations so ity – which is far from a given, generations to come. that energy delivery for the peo- especially in light of the bleak We are working hard to ple of Vienna would be guaran- economic forecasts. bundle our services, so that we teed whatever the circumstances. In 2019 the Group changed can offer them to our customers I would like to thank each and its accounting principles, adopt- as packages. To help facilitate every employee for the contri- ing international reporting this, we are opening Wiener bution they made during this standards. The consolidated Stadtwerke’s first flagship store in phase to keeping the City of financial statements were pre- 2020, which will provide a central Vienna’s critical infrastructure pared in accordance with point of contact for going and their unwavering International Financial Reporting our customers in all matters. commitment to doing so in Standards (IFRS) as adopted in Our mission is to provide the future. Thank you! the EU, meaning that our perfor­­­ population of the greater

4 Introduction Figures Reports

Foreword Martin Krajcsir Peter Weinelt

Vienna area with the best possib le Here, we maintain an unwavering Thank you and most uncomplicated trans- focus on conserving resources as We would like to express portation, energy and funeral far as possible, adding value for our sincerest thanks to all our services, with a clear focus on the region and securing jobs. employees and partners who customers’ needs. We will also Social responsibility and profita- have helped to sustain the place a particular emphasis on bility are equally important, over- success of Wiener Stadtwerke. upholding the highest quality, arching goals. The outstanding quality of life in environmental and social respon- In this report we have listed Vienna is thanks in no small part sibility standards, as well as effi- the individual areas that are to the professionalism and com- cient and sustainable use of the important to us and our stake- mitment of our approximately resources available to us. Our holders – and which have the 15,000 employees. This perfor­ goal is for the Wiener Stadtwerke greatest impact on Vienna – and mance comes as a clear confir­ Group to continue to guarantee categorised them from A1-C4. mation that we can carry on provision of essential services We have also explained the key succeeding commercially while and a high quality of life for the topics and figures behind them still living up to our social population of Vienna in future. in a new and straightforward way. responsibilities.

June 2020

Martin Krajcsir Peter Weinelt Chief Executive Officer Deputy Chief Executive Officer

5 UlliForeword Sima Executive City Councillor for the Environment

KROMUS and Vienna Public Utilities

ienna is the world’s sad times for so many people. Stadtwerke is in. Like virtually most liveable city. It is I would also like to take this every other business, it will Vno secret that efficient opportunity to highlight the need this financial buffer given infrastructure is the key to a city strong partnerships between all the current situ­ation. as successful as this. Expansion of the City of Vienna’s infrastruc- And finally, I would like to of the public transport network, ture companies. express my gratitude to Wiener which Wiener Stadtwerke is The area under my remit Stadtwerke’s employees for driving forward, and reliable brings together many of the their outstanding work every supplies of electricity, gas and city’s vital services, from waste day, around the clock. It is heating have a significant bear- management and water to impossible to imagine Vienna ing on why people love living energy supply and public trans- without Wiener Stadtwerke – we in Vienna. To ensure things stay port. These essential services are lucky to have it. In challeng- that way, Wiener Stadtwerke are owned by the City of Vienna. ing times such as those we have sets aside around EUR 1bn for Accordingly, our primary been through in the past few investment in infrastructure responsibility is to the city’s months, this is truer than ever. each year, the benefits of which residents. But we are also com- are felt directly by the city’s mitted to boosting efficiency residents and also indirectly in and have taken all the necessary the form of induced GDP and steps to ensure our companies secure jobs. Wiener Stadtwerke remain fit for purpose in Ulli Sima has continued to keep Vienna’s the years to come. Wiener Executive City Councillor for the urban infrastructure and, as a Stadtwerke is in the black while Environment and Wiener Stadtwerke result, the city running during continuing to invest in the the ongoing coronavirus crisis. city’s future – in environmentally­- From the energy sector, where friendly energy and mobility, Wiener Netze and Wien Energie and in the employees respon­ ensure outstanding supply secu- sible for supporting these inno- rity for Vienna, to Wiener Linien vations and implementing them. Our investments are and Wiener Lokalbahnen, which I am pleased that the changeo- continue to deliver exceptional ver in accounting principles felt directly by the quality public transport services from the Austrian Business under challenging conditions. Code (ABC) to International city’s residents and also And the dignified funeral Financial Reporting Standards indirectly in the form services provided by Bestat- (IFRS) provides an even clearer tung Wien with its respectful picture of just how strong a of induced GDP. approach to death during these financial position Wiener

6 Introduction Figures Reports

Foreword Ulli Sima Erich Hechtner ErichForeword Hechtner Chairman of the Supervisory Board of Wiener Stadtwerke

nsuring that the city who can take credit for the that the Group’s solid perfor­ continues to operate at a excellent operating result we mance becomes immediately Econsistently high level is posted in 2019. During the obvious at a glance. Unlike in even more important in chal- emergence of the coronavirus previous years, Wiener lenging times than it is under crisis in early 2020, our employees Stadtwerke posted an operating normal circumstances. With its showed what they are made of profit running into the hundreds wide array of urban infrastruc- and what sacrifices they are pre- of millions of euros. It is no ture services, Wiener Stadtwerke pared to make. And for that we secret that Wiener Stadtwerke is particularly critical to our city’s owe them a debt of gratitude. will need these reserves over essential services and quality of We will not allow ourselves to the years to cushion the impact life. The City of Vienna is com- be knocked off course from our of the global economic down- mitted to not only upholding its “Vienna model”. Offering all cur- turn to come. And it will also outstanding quality standards, rent Vienna residents and future help secure jobs and keep but also continuously enhancing generations an assurance of options open for the future. As them. At Wiener Stadtwerke, comprehensive essential ser- the Chairman of the Supervisory people have always been at vices – from housing to high Board and on behalf of the City the heart of everything we do. social welfare standards and the of Vienna I would like to thank This is the touchstone for all the vital services provided by all concerned for their outstand- measures required to ensure Wiener Stadtwerke – calls for ing contribution. that coming generations will investment, and sometimes for continue to enjoy a secure and swimming against the tide, for liveable future. It goes without instance when it comes to priva- saying that the need to plan tisation. Wiener Stadtwerke will for and safeguard the future continue to make significant also applies to successful local investments. Over the course of Erich Hechtner Chairman of the Supervisory Board companies such as those that the next few years, billions of of Wiener Stadtwerke make up the Wiener Stadtwerke euros will be channelled into Group. improving and extending the But we cannot lose sight of city’s infrastructure in the inter- the fact that everything depends ests of all the people who call We guarantee comprehensive on the highly motivated and the city home. well trained employees who 2019 was a very special year essential services – work so hard each day operat- for Wiener Stadtwerke. One of including for generations ing, maintaining and renewing the advantages of the change- Vienna’s infrastructure. And it is over to International Financial to come in Vienna. our 15,000-strong workforce Reporting Standards (IFRS) is

7 Our core topics Wiener Stadtwerke has identified and prioritised all of the topics related to successful and responsible management and sustainable leadership.

he Group is a modern As the next step, in order to infrastructure service break these responsibilities Tprovider, and one of down into specific action areas Austria’s largest conglomerates, and ensure that they are inte- investors and employers. The grated into all management quality, reliability and safety systems, the Group drew up a of its services play a major materiality matrix. This tried-and- part in Vienna’s internationally tested sustainability manage- acclaimed quality of life, which ment tool charts a company’s is attested to by independent impacts against the expectations studies. Wiener Stadtwerke of its stakeholders. The outcome embraces the responsibilities allows businesses to prioritise towards stakeholders that this specific areas that are of particu- entails and has incorporated lar significance to management. them into its business policies In keeping with the comprehen- as one of the fundamental sive scope of modern sustaina- principles that shapes its key bility concepts, these individual decision-making processes. areas cover the full spectrum of

8 Introduction Figures Reports

Our core topics

commercial, environmental and topics and subsequently successful and responsible man- social considerations under a adopted in Wiener Stadtwerke’s agement of Wiener Stadtwerke. framework known as the triple control systems. In order to manage the action bottom line. areas, each is assigned a perfor- The materiality matrix flags up Key management focuses mance indicator, which is evalu- the key areas for the sustainable Following analysis of the ated in internal reporting on an management of Wiener materiality matrix, seven topics ongoing basis and illustrates the Stadtwerke. An online survey were defined as being of particu- effectiveness of management determined the importance of lar importance for the manage- decisions. These key performance the individual categories from ment of Wiener Stadtwerke. indicators are a particularly the perspective of the Group’s As some are by their nature important aspect of the Group’s core stakeholders. Employees, abstract, they were subsequently external reporting activities. customers and external experts fleshed out before being recon- were all involved in the evalua- ciled to action areas. The process tion process. The relative impor- also involved prioritising topics tance of the topics covered by by assigning them to categories the survey were charted on the A, B and C in line with their Y axis and plotted against the relative importance. Each indi- Employees, customers absolute, measurable relevance vidual topic was also matched and external experts of each point for Wiener to the segments within Wiener Stadtwerke. Outcomes deemed Stadtwerke’s portfolio of prod- were all involved to be particularly significant ucts and services. under both criteria were catego- In total, 12 action areas were in the evaluation rised as the most important singled out as underpinning the process.

OVERVIEW OF A, B AND C TOPICS

Product and service portfolio Topics Energy Mobility General Topics

Intelligent networking of Sector coupling1 Mobility hub and the service portfolio A (energy teamwork) e-mobility1 Strategic staff development

Focus on digitalisation, Expansion and Investment in opening Data security and a development of B up new routes zero-tolerance compliance renewable energy policy

Impact on Vienna Safeguarding Regional procurement and supply security, Introducing accountability along the C Increasing energy new pricing models supply chain1 efficiency1

1) with Sustainability Impact Environment

9 The materiality matrix of Wiener Stadtwerke

The materiality matrix shows Wiener Stadtwerke’s core sustainability focuses. An online survey determined the 6 importance of the individual categories from the perspective of B the Group’s stakeholders, which include employees, customers 4 and external experts. Business ethics and compliance High Impact

5

Customer communication and fair advertising

4 Suppliers’ sustainability standards

Noise and vibration Pricing

Biodiversity 3 C A1 B1 3 Eco-innovation Construction materials

RELEVANCE FROM A STAKEHOLDER PERSPECTIVE FROM A STAKEHOLDER RELEVANCE Land consumption, soil sealing 2 and outdoor space Employee mobility

Electrosmog A1 environmental emissions 1 Environmental aspect of office Dialogue with stakeholders/ operations citizen participation C 2 Social responsibility Low Impact

1 2 3 4 5 6

Low relevance ECOLOGICAL & SOCIAL IMPACTS 10 Introduction Figures Reports

Materiality matrix

A1 A2 Airborne emissions A A A3 B2 B3 1 2 B B C C2 C3 1 2 2 Products and services

A3 C2 C4 A4 B3 Social cohesion Optimal working conditions

A1 A2 Profitability and regional approach A1 A2 A3 B1 B2 B2 C1 C2 Energy use

Workplace location A1 A4 B2

Consumables Ground and water emissions

Fair relationships with suppliers

Waste management

The topics to the right of the impact line are seen as being highly significant for Wiener Stadtwerke and its stakeholders.

Waterborne emissions

1 2 3 4 5 6

Impact High relevance 11 A new way of looking at our figures Category A in the materiality matrix includes what we see as the important changes during the reporting period. The accompanying explanation describes the change and gives a brief overview of the reasons behind it.

Sachanlagen Energie und Netze Energy and energy grids – property, plant and equipment Die Bilanzposition Sachanlagevermögen zeigt, in welche Sachanlagen die Wiener Stadtwerke in der A This item relates to the property, plant and equipment that Wiener Stadtwerke has acquired in the Vergangenheit investiert und damit Vermögen geschaffen haben. Bei dieser Kennzahl wird nur der 1 past, creating assets in the process. This indicator only includes the value of property, plant and Wert der Sachanlagen in dem Segment „Energie und Netze“ der Wiener Stadtwerke berücksichtigt. equipment in the Group’s Energy and energy grids segment. → Turn to page 42 Sector coupling EUR m 2018 Change Bereitstellung von Strom über „Abwärme“, 2019 ated from waste heat, as well as district heat- Fernwärme sowie die Nutzung der (energy 3,469.8 3,319.5 +4.5% teamwork) ing, and the use of gas-fired power stations as Gaskraftwerke im Rahmen der part of our sector coupling efforts. Ongoing Sektorkopplung. About this item investments are designed to keep these Durch die laufende Investitions­tätigkeit Wiener Stadtwerke’s operations involve a assets in line with the technological state of sollen diese dafür am Stand der technischen wide range of different energy sources. All of the art and enhance their capacity. Entwicklungen gehalten bzw. hinsichtlich these investments – less depreciation – are ihrer Leistungskapazitäten auch ausgebaut reported under the ‘Property, plant and How things currently stand werden. equipment’ item in the statement of financial Non-current assets in this segment position, which shows the value of property, increased by EUR 150.3m due to the Group’s Wie schaut’s aktuell aus? plant and equipment in the Energy and significant investment in energy and energy Das Anlagevermögen des Segments hat sich Energy Grids segment. These assets form the grids (see indicator B1). aufgrund der hohen Investitionstätigkeit (siehe basis for efficient supplies of electricity gener- Kennzahl B1) des Konzerns im Bereich Energie und Netze um 150,3 Mio. Euro erhöht. Sachanlagen Verkehr und Garagen Transport and car parks – property, plant and equipment Die Bilanzposition Sachanlagevermögen zeigt, in welche Sachanlagen die Wiener Stadtwerke in der A Vergangenheit investiert und damit Vermögen geschaffen haben. Bei dieser Kennzahl wird nur der 2 Property, plant and equipment that Wiener Stadtwerke has acquired over time, thereby creating Wert der Sachanlagen in dem Segment „Verkehr und Garagen“ der Wiener Stadtwerke berücksichtigt. assets, is shown under this item. This indicator only includes the value of property, plant and equipment in the Group’s Transport and car parks segment. → Turn to page 22 Individualverkehr), tragen die Wiener Mobility hub EUR m 2019 2018 Change ongoing investments in the necessary infra- Stadtwerke wesentlich zur Verbesserung der and e-mobility 435.2 399.3 +9.0% structure. Luftqualität in Wien bei. Voraussetzung dafür sind laufende Investitionen in die hierfür not- About this item How things currently stand wendige Infrastruktur. Promoting the development of e-mobility In spite of continued, substantial invest- and positioning itself as a transport hub is a ment (see indicator B2), the value of non- Wie schaut’s aktuell aus? priority for Wiener Stadtwerke. By steadily current assets in this segment is relatively low, Das Anlagevermögen des Segments ist – expanding services that prevent emissions as the figure is netted off against investment trotz laufender, hoher Investitionstätigkeit elsewhere (especially from cars), Wiener grants received from the City of Vienna. (siehe Kennzahl B2) – aufgrund eines bilanziel- Stadtwerke makes a major contribution to len Netto-Ausweises mit den Investitionszu­ improving air quality in Vienna. This demands schüssen der Stadt Wien relativ gering.

12 Introduction Figures Reports

A new way of looking at our figures

Profit for the year from continuing operations This is the most important measure of earnings in the statement of profit or loss. It shows the A combined financial performance of all of Wiener Stadtwerke’s divisions (Energy and Energy Grids, 3 Transport and Car Parks, as well as Funeral Services and Cemeteries). → Turn to pages 30, 65 EUR m 2018 Change 2019 success in pursuing this goal. It also forms the Intelligent 299 208 +43.8% basis for future investment. networking of the service About this item How things currently stand portfolio Wiener Stadtwerke is increasingly focusing Our operating profit rose by 44% in 2019. on an integrated service portfolio based on This strong performance was primarily due to the interlocking of the various divisions. The growth – including revenue growth – in our aim is to continuously increase the number of core business. This development was also users of the service portfolio by combining supported by improved net finance income, individual products, which in turn will result in which was mainly due to lower interest rates improved operating profit for the entire and the optimised fund portfolio. Group. The Group’s vision is centred on a one-stop-shop approach, and the swift, straightforward and transparent provision of services by the Group companies. Our finan- cial performance is a core indicator of our

Personnel expenses and pension provision Personnel expenses show the expenses associated with employing the approximately 15,000 people A who work for the Wiener Stadtwerke Group. The supplementary ‘Pension provision’ item on the 4 statement of financial position, which shows the total obligations for future pension payments and 1 termination benefits, is particularly important. → Turn to page 70 Strategic staff EUR m 2018 Change 2019 Stadtwerke’s employment policy has an effect development Personnel expenses outside the Group: every job at Stadtwerke 1,067 1,037 +2.9% creates three others in Vienna. So this is also Pension provision an important factor for value creation by the 4,637 4,076 +13.8% City of Vienna.

About this item How things currently stand Staff costs are important for Wiener In the previous financial year, staff costs and Stadtwerke for two reasons. Firstly, they are a the pension provision were affected by significant expense, so they have a significant non-recurring factors. The increase reported impact on pre-tax profit (A3). As a result, it is in the accounts was mainly attributable to the important to carefully manage staff costs in Transport Division, above all as a result of pay order to achieve the Group’s targets for this rises, the effects of the new collective agree- indicator. However, this figure is equally ment that came into effect on 1 November important in terms of our social responsibility 2019 and the related increase in pension to our employees and other stakeholders, provisions. which includes the obligation to provide appropriate employment conditions. Our activities in this regard focus on positioning Wiener Stadtwerke as a pioneering, sustain­ able employer. Ultimately, Wiener

1 In contrast, the annual allocation to these provisions is reported under staff costs. 13 Category B includes topics related to further important developments during the reporting period.

Energy and energy grids – investment B Funds spent by Wiener Stadtwerke on acquiring new non-current assets during the financial year are 1 reported as investments. This indicator only shows the value of property, plant and equipment and intangible assets in the Group’s Energy and energy grids segment. → Turn to page 48 Expansion and EUR m 2018 Change development 2019 How things currently stand of renewable 362.2 323.9 +11.8% Investments in property, plant and equip- energy ment and intangible assets during the report- About this item ing period chiefly related to the expansion of The reported figures mainly relate to on- regenerative generating plants (particularly going additions and improvements to facili- photovoltaic systems), district cooling plants, ties for the generation and use of renewable district heating connections and existing energy forms. In the long term, the Group is plants. Grid capacity in the Gas and Heat targeting a renewable share of electricity gen- departments was also increased. Investment eration of up to 50%. This will require substan- rose by 11.8% compared with 2018. tial investment, and the Group plans to spend a total of EUR 2.4bn between 2020 and 2024.

Transport – investment B Wiener Stadtwerke’s spending on the acquisition of new non-current assets during the financial year 2 is reported as investments. This indicator only shows the value of property, plant and equipment and intangible assets in the Group’s Transport Division. → Turn to page 30 Investment in EUR m 2019 2018 Change How things currently stand opening up 263.7 254.9 +3.5% About 40% of Wiener Linien’s total invest- new routes ment (excluding financial assets) goes towards expanding the underground network. About this item In 2019, investment mainly focused on the These figures mainly reflect investment in extension of the U2 to Matzleinsdorfer Platz, opening up new routes and lines for the replacement of buses that had come to the Group’s mobility and transport services. end of their useful lives, replacement of obso- Ongoing maintenance and modernisation lete trams with Flexity rolling stock, moderni­ play a decisive role in our customers’ satisfac- sation of the U4 and track renewal on the tram tion, and their willingness to take advantage network. These investments were at the same of our services. The benefit for the city is cur- high level reported in the previous year. rently being highlighted by the integration of newly developed areas into the underground network.

14 Introduction Figures Reports

A new way of looking at our figures

Equity The figure for Wiener Stadtwerke’s equity shows net assets following the deduction of all liabilities B arising from assets that the Group holds. 3

→ EUR m 2019 2018 Change Turn to Energy Grids, Transport, Funeral Services and page 75 3,555 3,356 +5.9% Cemeteries, and Car Parks divisions, and Fit for the play a major part in increasing the already future with About this item outstanding quality of life in Vienna. a focus on Equity serves as a risk buffer, laying the Digitalisation in all areas of operation and all digitalisation foundations for the Group’s long-term finan- processes plays a significant part in this con- cial stability. These reserves built up over text – at present, the emphasis is on develop- time can be used to offset any future losses, ing new digital solutions for customers. especially in times of crisis. In addition, equity primarily provides leeway to make How things currently stand forward-looking investments in innovative Wiener Stadtwerke’s equity ratio stood at new services. This means that a solid equity 31.2% at the end of 2019. In view of the busi- base reflects Wiener Stadtwerke’s fitness for ness models and market positions of the vari- the future. This will both lay the groundwork ous divisions, this is a very strong figure that for essential investments in the Energy, we aim to maintain at this level in future.

Other provisions Provisions show obligations which may or may not become due, and for which the amount is also B uncertain, but which are the result of past events. The ‘Other provisions’ item includes a range of 4 eventualities for which provisions are recognised. → Turn to page 79 EUR m 2019 2018 Change How things currently stand Data security 433.4 310.0 +40.0% In 2019 there were no significant data and a zero- breaches, so no provisions for these types tolerance About this item of misconduct were recognised. The increase compliance At Wiener Stadtwerke, impending losses in the provision for impending losses was policy and potential costs arising from legal disputes attributable to the marketing of electricity are the most important aspects of other from procurement rights abroad and court provisions. cases against Energie Control Austria (E-Control) and the tax authorities.

15 The remaining topics in the materiality analysis are allocated to category C.

Security of supply C E-Control defines security of supply as follows: “Security of supply means that electricity consumers 1 are able to obtain electricity of defined quality when they need it, at cost-reflective and transparent prices."2 → Turn to page 56 2019 2018 Safeguarding the clock and as required, in line with the Supply interruption electricity supply usual quality standards. security 24.31 min/year 26.65 min/year Supply interruption gas How things currently stand 1.23 min/year 1.08 min/year The level of supply security is 99.99%, Availability of the district heating supply and system non-availability in Vienna has 99.99% 99.99% been less than 30 minutes a year for several years now, meaning that the city’s About this item electricity supplies are among the most Wiener Stadtwerke supplies gas and elec- secure in Europe. Nevertheless, Wiener tricity to over a million households, around Netze is constantly working on further 230,000 small and medium-sized businesses, improvements to the electricity network. and 4,500 agricultural enterprises in Vienna Smart grid operation will preserve and the immediate vicinity. The district heat- outstanding security of supply, which ing network serves 350,000 households and in turn promotes social cohesion in the large consumers. Every single customer capital. The EUR 300m that the Group should be able to depend on having Wiener invests in the future-proof grid is a sign Stadtwerke’s services at their disposal around of its commitment to this principle.

C Energy use 2 This relates to the consumption of fuels from which Wiener Stadtwerke generates electricity and heat, such as natural gas, heating oil, waste and biomass.

→ Turn to page 56 Increasing 2019 2018 production processes and in terms of the energy Share of renewable energy in electricity efficiency (consolidated) energy services that its customers use. 13.3% 16.8% This reflects our commitment to hitting Share of renewable energy in electricity environmental and financial targets. We also (consolidated and investments) see energy efficiency as a research topic, 16.5% 19.3% and we are currently investigating intelligent Share of renewable energy in heat system operation. (consolidated) 18.3% 18.5% How things currently stand Share of renewable energy in heat Total energy use has fallen over the years, (consolidated and investments) thanks mainly to a reduction in heating oil 19.0% 22.1% and biomass consumption. By contrast, natu- Share of fossil fuels ral gas and waste have grown in importance. 93.6% 86.5% Overall, consumption of fossil fuels as a Share of nuclear power in energy use proportion of total energy use has risen 0% 0% slightly – measures and projects designed to counter this development are under About this item consideration. Key initiatives in this regard Wiener Stadtwerke has implemented include the Sonnenstadt Wien projects aimed and supported numerous groundbreaking at harnessing the power of sunlight and energy-efficiency projects. The Group aims offsetting its negative effects, as well as to reduce energy consumption, both in its the expansion of the district cooling network.

2) https://www.e-control.at/industrie/strom/versorgungssicherheit 16 Introduction Figures Reports

A new way of Revenue looking at our figures Revenue refers to all proceeds from a company’s core operations generated within a specific period. Revenue is recognised when a business fulfils its obligations to a customer. C EUR m 2019 2018 Change 3 How things currently stand 3.028 2.754 +9,9% The significant upswing in revenue during the reporting period was mainly the result of → Turn to About this item the extended service range. Energy accounts page 65 Wiener Stadtwerke’s service portfolio covers for the majority of the Wiener Stadtwerke Introducing energy and transport, and services are Group’s revenue by some distance. The new pricing provided in accordance with high quality, growth in electricity revenue was chiefly models safety and environmental standards. Our accounted for by sales to the German market Group strategy places customer needs at the for hedging purposes, as well as increased heart of everything we do. As customers are output. Higher gas revenue was due to a rise highly price sensitive, it is important that we in reselling. The positive effects of price offer services under various pricing models. model adjustments were seen above all in The launch of new services is designed to the Transport Division: at Wiener Linien, the safeguard revenue in the long term. rise in transport revenue was due to the Innovative, customer-focused products and steady growth in demand for annual season services help to consolidate the Group’s mar- tickets, which continued to be fuelled by the ket position, which in turn enables our cus- product’s attractiveness and reasonable price. tomers to operate sustainably. The growth in The Wiener Lokalbahnen sub-group reported our revenue underlines the extent to which we higher revenue from its travel service agree- are succeeding in meeting the needs of our ment and from tariffs for the Badner Bahn and customers. bus lines.

Raw material and consumables used, and other expenses C This item includes all expenses for the procurement of raw materials and goods. It also comprises 4 materials and supplies required for production processes, as well as purchased services. ‘Other expenses’ includes similar costs (excluding depreciation and amortisation and staff costs) that are → Turn to generally indirectly related to production processes. page 80 Regional procurement and EUR m 2018 Change 2019 How things currently stand accountability 2,035 1,759 +15.7% In procurement processes, environmental along the factors are taken into account in performance supply chain About this item specifications, when determining technical The Group mainly makes purchases from specifications and by setting specific criteria local and regional suppliers, meaning that the for the award of contracts. majority of purchased services benefit regional companies. This underlines the Group’s impact on the local economy and the various forms of support provided by Wiener Stadtwerke along the value chain. When it comes to procuring goods and services, the Group selects suppliers that share its sustain­ ability-related values and vision.

17 Travelling by public transport reduces your carbon footprint. Chief Executive Officer Martin Krajcsir on the strategy of Wiener Stadtwerke in the field of mobility - with the aim of the most liveable city in the world and to achieve climate neutrality.

Vienna is growing and is expected to have over two million inhabitants by 2030. We take this into account and invest 368 million euros in public transport.

18 Introduction Figures Reports As with many other areas of business and life, transport and mobility is currently in a period Interview of transformation. Where do Martin Krajcsir you see the biggest challenges? You just touched on the topic Vienna has topped the inter­ MK The biggest challenge for of urbanisation. Vienna’s national Mercer rankings for Wiener Stadtwerke is the same population is set to pass two more than a decade, earning as the one facing society as a million by 2030, with an addi­ it the title of the World’s Most whole. We want – and need – a tional three-quarters of a million Liveable City. Its outstanding climate-neutral future, and this is people in the surrounding area. public transport network has where public transport plays Are you taking steps to prepare been a decisive factor in its such a key role. Few people are public transport infrastructure consistently strong showing. Is aware of it, but the vast majority for this? there a secret to this success? of passengers – 80% – are MK Yes, very much so. We are Martin Krajcsir There’s no secret, you already being transported by working closely with neighbour- just have to keep on planning electicity-powerd trams. And we ing communities when it comes ahead and investing. You have are gradually converting the bus to planning links. We make sure to ask yourself what will take the fleet, too. Partly through electric that connections are aligned so city forward, what do we have to buses – some routes are already that using the service is as set in motion to provide the best electric-only – but that doesn’t appealing as possible and jour- public transport network in five, go far enough for us, which is neys can be made conveniently ten or 20 years. Being the why we are investing EUR 25m by public transport. Here, effi- world’s most liveable city is one in emission-free vehicles. We ciency of coverage is essential. thing, staying on top of the became the first city in Europe Yes, the city is growing, but its game is another. The measures to introduce 12-metre-long elec- area is not. The amount of space that we put in place today help tric buses and we’re planning a covered by the public transport to safeguard our future quality dedicated competence centre network is equivalent to around of life. The U2/U5 intersection is for e-buses in the south of one percent of Vienna’s total the most complex construction Vienna. Meanwhile, we are also area, but public transport project in the history of Vienna’s testing hydrogen-powered accounts for about 38% of all underground network. Work is buses. We want to know what is journeys made. As far as new already in full swing to ensure possible and what makes the urban development projects are that we finish on schedule in most sense, and to make sure concerned, we are ready to go 2027. We are taking pressure off we continue to lead the way long before new residents have existing routes and planning internationally. The fact is that finished moving in. Multimodal connections for people who do Vienna’s public transport net- transport is the watchword here, not even live along them yet. work cuts harmful CO2 emissions particularly in connection with Urbanisation is a global trend by one million tonnes a year. commuting. Our goal is to make that we are also experiencing in Digitalisation also has a part to the changeover as attractive as Austria. Vienna is growing and play in many different areas. possible, so that people are able is set to have a population of Here I would like to single out – and want – to do without their more than two million by 2030. one example we are particularly cars as far as possible. And it is We are already taking this into proud of, and which illustrates working: car traffic was down account and investing EUR 368 this particularly well: our app. 4 percentage points year on million in 2020 in extending The Qando app was a decade-­ year in 2019. the public transport network as long success story that is set to well as various environmental-­ continue in WienMobil, its new protection measures including iteration. Among other things, I greening bus and tram shelters can add my annual pass directly and introducing turfed tram to the app, I can use it tracks. to book car-sharing services or taxi rides directly, or check the availability of hire bikes nearby. Timetable information is updated in real time, and I can plan my journey down to the very last minute. This meets the needs of our customers and highlights Wiener Linien’s service-driven­ mentality.

19 Martin Krajcsir, Chief Executive Officer of Wiener Stadtwerke GmbH

Can we expect the price of The public transport’s share of using public transport in Vienna the modal split in Vienna was to increase in future? 38% in 2019. Could you explain MK Vienna’s public transport sys- to us what exactly is meant by tem is affordable for everyone, the term ‘modal split’? as an international comparison MK The model split shows which makes even clearer. An annual journeys in the city are made season ticket costs EUR 1,459 in using which mode of transport. Berlin, and as much as GBP This split breaks down into four 4,000 in London. But let’s take categories: car, bike, public a closer look. In 2011 we sold transport and finally walking. 363,000 annual passes and now At the moment we are at 38%, there are more than 850,000 which is among the best in the annual season ticket holders. world. By comparison, the share This means that the public trans- is 22% in Hamburg and 24% in port network is used more often, Munich and intervals between services are shorter, which leads to Which means that things are increased demand and so on. looking good and you are con­ We are up to almost a billion fident? passengers a year, and numbers MK They aren’t just looking good, are rising all the time. And we but genuinely world class. We have the affordable annual are doing everything we can to season ticket to thank for these make sure that we remain the increases. The corona crisis will world’s most liveable city. influence this, but we are confi- In 2019, 38% of dent that we will soon return to transport routes the 2019 level. were covered by Let’s turn to the question of car­ bon neutrality: rethinking trans­ public transport. port is a central factor on the way to achieving this goal. What measures is Wiener Stadtwerke taking and what do you see as your personal role in this? MK The best thing from an environ- mental point of view is if people leave their cars at home. This will happen if we give people an incentive to make the change- over to public transport. The underground generates 3% of

CO2 equivalent emissions, but accounts for a fifth part of all transport in the city. Specifically, anyone who switches from their car to public transport helps to cut emissions by 1,500kg a year. We’ve launched a public aware- ness campaign with the message: travelling by public transport reduces your carbon footprint.

20 Introduction Figures Reports

Interview Martin Krajcsir

21 We keep Vien na moving

Joined-up transport services – the underground, bus and tram network makes sure that millions of people in Vienna reach their destinations quickly and conveniently every day. Safety and reliability are just as important as environmental protection.

A TRANSPORT2 HUB AND E-MOBILITY

Transport and Car Parks – property, plant and equipment → See page 12 for details

22 Introduction Figures Reports

We keep Vienna We keep Vien na moving moving

In 2019 Wiener Linien carried 960.7 million passengers.

23 Mobility hub Buses, trams and under­ground trains are the centrepiece of Vienna’s public transport system. With the help of the WienMobil app and WienMobil stations, public transport locations in Vienna take on the role of hubs with links to individual car sharing and private transport offerings.

24 Introduction Figures ransport – and regional port to another. In addition to Reports public transport in opening up access to the public Tparticular – has to satisfy transport network, the city’s three central criteria: it needs residents can use them to book We keep Vienna to be convenient, it needs supplementary transport solu- moving to be quick and it needs to tions such as car-sharing vehicles,­ consume as few resources as e-scooters and Citybikes. This possible. Climate neutrality calls provides the ideal link between for sustainable transport. And public transport and individual to make this possible, public options for the ‘last mile’ and private transport solution between people’s homes or providers need to ensure that places of work and the nearest their products and services bus or tram stop or station. As are integrated as seamlessly well as bicycle parking, the as possible. In such a way that WienMobil stations also have people can use them both to designated zones where Pocket-sized transport travel to work each day, and to e-scooters can be left, and solution plan and book spontaneous charging points for e-vehicles. The WienMobil app is the trips – quickly and in one place. There are currently three digital counterpart of the Wiener Linien’s responses WienMobil stations in Vienna: WienMobil stations. Launched to this challenge are the Rochusmarkt, Richard-Wagner- in summer 2017, the app has WienMobil stations in the real Platz and Simmering. Wiener already been downloaded more world and the WienMobil app Linien’s goal is to set up at least than a million times. Through in the digital world. 150 of these nodes over the next the WienMobil app, passengers The WienMobil stations are decade to ensure that no-one have access to real-time infor- interchanges where users needs to be fully reliant on their mation on arrivals and depar- switch from one mode of trans- private car in the city. tures, Wiener Linien timetables,

The number of annual season ticket holders rose by 3.7% in 2019 to 852.300.

Wiener Linien’s WienMobil stations conveniently combine public transport with a broad range of services and sharing options.

25 digital tickets and live traffic updates. Numerous partners “We need joined-up thinking including Citybike, car sharing and scooter providers make it possible for users to plan routes when it comes to mobility” the length and breadth of the city with a maximum of flexibility. You could say that the app puts numerous providers’ ser- vice portfolios in passengers’ pockets. The WienMobil stations and the WienMobil app make an active contribution to reducing traffic in the city by encouraging users to leave their cars at home. In this way, the Group has suc- ceeded in bridging the gap between the individual’s need for convenience and the need to provide climate-neutral trans- port solutions. Public transport uses ten times less energy than cars, is quieter and is largely powered by electricity. Each year, people can help cut car- bon emissions by up to 1.5 tonnes simply by taking public transport – and in many cases, it is quicker than travelling by car. Joined-up transport A new approach to transport Upstream – next level mobility solutions GmbH, a joint venture between Wiener Linien and Wiener In addition to covering Vienna’s public Stadtwerke, is driving innovative transport network, WienMobil extends transport solutions. Its agile to the following partner enterprises: team of young lateral thinkers • Citybike Wien has managed to intelligently link • Europcar car rental the different modes of transport • Nextbike bike sharing and use the data at its disposal • ÖAMTC easy way e-moped sharing • ÖBB Rail&Drive car sharing to optimise traffic flows. The • Share Now car sharing next groundbreaking idea is • Sixt car rental currently in the test phase. • Taxi 31300 Upstream’s Culture Token pilot • Taxi 40100 and research project actively • TIER e-scooter sharing rewards climate-friendly behav- • Westbahn iour. Simply by opting to travel • Wipark with sustainable modes of trans- • Circ e-scooter port, users are awarded digital • car2go car sharing credits which can be redeemed • City Airport Train at various cultural institutions • Vienna Airport Lines such as museums and galleries. The app lets users plan routes and book The system, which launched in various transport solutions. It takes test mode at the end of account of membership of car-sharing schemes and existing tickets for the pub- February, had to be put on hold lic transport network. Routes are calcu- due to the coronavirus outbreak. lated for all modes of transport and pay- ments for services are made to providers WienMobil, Wiener Linien’s mobility directly via the user’s preferred payment app, puts the whole city at your feet: method. The portfolio is being extended purchase a ticket, reserve a car-sharing all the time. vehicle of your choice or book a taxi – all in a single app.

26 Introduction Figures Reports

We keep Vienna moving

Interview with Alexandra Reinagl, General Manager at Wiener Linien, about the idea behind the mobility hub.

Can you explain the thinking forms of transport people use to What role does digitalisation behind the mobility hub in three get around. That is one of the play in your thinking? sentences? highest levels anywhere in the AR Just as with many other Alexandra Reinagl Of course! Our aim world. Just to give you a com- aspects of daily life, mobility is to become a kind of Amazon parison, the figure for Munich is doesn’t play out exclusively in for mobility services. Buses, 24% and for Hamburg 22%. But the bricks-and-mortar world. trams and underground trains we want to keep on improving People always have their are the centrepiece, and they nevertheless. mobiles with them, so phones are linked to supplementary need to support our offering. sharing services, both digitally So does that mean optimum The combination of sharing, via the app and offline at the integration of services is the key multimodal transport and digi- WienMobil stations. So we’re to success? talisation is the key to success. integrating the public transport AR Exactly. We need to get rid of That’s why we developed the network with personal mobility the silo mentality and adopt a WienMobil app. It opens up services. joined-up approach to mobility. easy access for everyone, any That’s a leading priority for Wiener time and anywhere. From smart- How does the mobility hub Linien. It has to be possible to phones, watches or desktops – benefit customers and what move around the city quickly whatever the type of mobility. is Wiener Linien looking to and sustainably. And we can WienMobil simplifies routing achieve with it? guarantee that by combining and bookings for different forms AR Public transport is becoming our services with those of our of transport, and it takes mem- more and more important, espe- mobility partners. bership of car-sharing pro- cially in view of the climate crisis The WienMobil stations grammes and public transport and the fact that the city is grow- bundle public transport with tickets into account. People can ing all the time. Whenever peo- Citybikes, car sharing and rental buy Wiener Linien tickets ple use public transport, they’re e-scooters. It’s the ideal link directly using the app, and the helping to protect the climate. between public transport and tickets are also displayed via the So we need to make it as easy as flexible, individual options for app. If you have an annual sea- possible for them to use the net- the ‘last mile’ between people’s son ticket, you can upload it to work. That is the real aim of the homes or places of work and the app and have it displayed mobility hub – getting people the nearest public transport stop on your phone. smoothly and sustainably from or station. A to B in a major city. Passengers can choose from a We are supporting the over- wide range of different means of riding 2050 target of the Smart transport – no matter whether City Wien strategy: maximising they need to transport some- quality of life for the people of thing or just have to get some- The WienMobil stations and Vienna while also conserving where quickly. Depending on resources as far as possible. the location, the stations offer a our app enable us to integrate Satisfaction with the public variety of services – from bike, the public transport network transport system is already very e-scooter, car or moped sharing, high. In Vienna, public transport a bike service point or e-vehicle with personal mobility services. accounts for 38% of the modal charging station, to bike shel- split, which shows the different ters, freight bicycles and taxis.

27 The safest option without a doubt

Safety is another very year, the average get on a tram, bus or under- Austrian travels 3,500 ground train in the city. When it factor in the success Ekilometres on public comes to passenger safety, both transport – that’s the distance Wiener Linien and Wiener of public transport. between Vienna and Norway’s Lokalbahnen can fall back on a North Cape. 90% of the capital’s combination of modern infra- residents use public transport, structure, well-trained staff and two-thirds of them either every awareness-raising measures. day or several times a week. Safety equipment in the sta- Safety equipment has been installed This readiness to use the net- tions and on trains and buses is throughout the Wiener Linien work is very much a reflection of optimised on an ongoing basis, network to ensure the safety of both passengers and employees. how safe people feel when they and more is being installed. For instance, passengers who use the emergency call stations on underground platforms are con- nected directly with the control room, and can tell the staff there to initiate an emergency stop or alert the emergency services. On the trains, passengers can talk directly to the driver via a call button located next to the doors. Video surveillance is another integral part of modern safety infrastructure. More than 13,000 cameras are currently in opera- tion – they monitor 85% of the underground trains, and also help to prevent incidents on sta- tion platforms. It’s also worth mentioning that the data they collect is deleted after 48 hours. Recordings are only passed on if the police ask to see them during this time. But Wiener Linien is not only on the top of the game techno- logically: The company has built up a team of more than 300 safety and service personnel over the last few years. They are on hand to make sure that peo- ple stick to the rules, to provide information on safety facilities, and they are also trained to de-escalate tense situations and administer first aid. The most effective measures are those taken well before an emergency situation even arises. This is why significant amounts have been spent on prevention

28 Introduction Figures Reports

We keep Vienna moving

you do if you see an argument that is about to turn ugly at a train station? Or what if some- one suddenly collapses some- where on the underground? In case of doubt, it’s an emer- gency – and beyond a doubt there is sufficient safety equip- ment in place on the public transport network to enable Prevention and raising awareness are just as important as arriving people to react quickly and on the scene quickly in the event of an emergency. appropriately when confronted with situations like these.

WIPARK: Security cameras as digital parking inspectors WIPARK is also turning to digi­ talisation, in the shape of auto- mated outdoor surveillance. This is used if car parks cannot be equipped with the usual barriers and pay stations. They usually have ticket machines where cus- tomers can pay the parking fee. But this solution cannot provide live data on car park occupancy. A pilot project centred on intelligent camera technology is Safety at WIPARK car parks and the ease with which users can set to provide the answer. Visual navigate the facilities are regularly assessed. data removes the need for time-consuming manual check- ing of tickets, and digital analy- sis can be used to assess how full a car park is at a given time. The trial will also look at the question of whether this tech- nology can be used to provide simplified payment methods to regular customers. Entry and and raising awareness – starting to focus attention on the safe exit, and fee charging would with the youngest members of use of level crossings. It targeted simply be handled with the help the community. Wiener Linien both Lokalbahnen passengers of number plate recognition. prevention teams regularly as well as other road users. WIPARK regularly uses ‘mystery supply schools with information Wiener Linien’s latest cam- parking’ surveys to find out how packs on the topic of safety and paign is titled “Im Zweifelsfall ist good its services and those of rail transport, and point out key es ein Notfall” – it uses a range its competitors are. The new factors when it comes to using of methods, from ground mark- WIPARK sites on Geblergasse, public transport safely. ings on platforms to interactive Karree Breitensee and Attention-grabbing adver­ video clips, to show people how Missindorfstrasse scored par- tising campaigns also have to respond in critical situations. ticularly highly in the surveys, a preventive effect. Wiener Often, public transport users can receiving top marks in the build- Lokalbahnen’s ‘Gib Acht bevor find it difficult to react appropri- ing and orientation categories, es kracht’ slogan was designed ately to an incident. What should and above all in terms of safety.

29 Opening up new routes

Earthworks, drilling, excavating and concreting are in full swing. The access trench on Matzleinsdorfer Platz – where work for the new U2 has already begun – has taken on vast dimensions. It is really deep, at around ten metres. “And we’re not even half way,” explains Manfred, one of the construction workers who is cutting steel mesh with his angle grinder. “By the end of the year we’ll have reached a depth of 30 metres!”

30 Introduction Figures Reports

Opening up new Opening up new routes routes

A INTELLIGENT NETWORKING3 OF THE SERVICE PORTFOLIO

Profit for the year from continuing operations → See page 13 for details B INVESTMENT IN OPENING2 UP NEW ROUTES

Transport – investment → See page 14 for details

Wiener Linien plans to invest about EUR 386 million in 2020.

31 Elterleinplatz From Elterleinplatz to Karlsplatz in Michelbeuern AKH ten minutes Arne-Karlsson-Park Change to tram lines 5, 33, 37, 38, 40, 41 and 42

Frankhplatz

Rathaus

Neubaugasse From Neubau- gasse to Schottentor in three minutes

Pilgramgasse

Reinprechtsdorfer Straße The fifth district’s first-ever underground station The U2 and U5 expansion Matzleinsdorfer Platz project will add nine kilometres and 11 new stations to the network.

Gußriegelstraße

Wienerberg Links to the city centre for new urban developments Phase 2 in the south 32 Introduction Figures enter into service in 2025. With new direct Reports Construction of the new section of the U2 to Matzleinsdorfer connections being Platz will be completed around added all the time, Opening up new Elterleinplatz two years after that. routes From Elterleinplatz The intersection of the U2 the underground to Karlsplatz in Michelbeuern AKH and U5 underground lines is ten minutes Arne-Karlsson-Park actually the city’s biggest cli- system is the Change to tram lines mate protection project. The U2 city’s eco-friendly 5, 33, 37, 38, 40, 41 will extend southwards from and 42 Schottentor along a completely lifeblood. new route. The intersection links it to the U5, creating a new Frankhplatz transport node in the heart of the city. Hub stations like this lmost 60,000 cubic make the public transport net- pedestrian-friendly zone on metres of earth is being work even more efficient and Neubaugasse. Following the Aexcavated for this shaft convenient to use by cutting move, Vienna’s busiest bus Rathaus alone at the new Matzleinsdorfer distances between destinations route will be even better Platz U2 station. As soon as the and opening up more direct connected to the underground shells of the other stations are connections. Today, there are network and serve three new also in place, a tunnel boring ten such hubs on Vienna’s pub- stations. machine known as a mole will lic transport network, with the Investment in the tram and be assembled 30 metres below new route adding a further four, bus network over the past three the surface. It will take half a year as well as a new interchange for years amounted to EUR 70m. before the up to 80-metre-long the S-Bahn rapid transit system. And there is more in store for and seven-metre-high machine is Constructing the new U5 and the year ahead: the route of the ready to start digging. Then the rerouting the U2 isn’t just a chal- O tram will be extended by Neubaugasse mole will get to work excavating lenge from an urban planning 1.4km from Praterstern to incor- From Neubau- a tunnel from Matzleinsdorfer and logistical point of view; it porate a further four stops, gasse to Schottentor Platz in the direction of the also has a major economic which will improve connections in three minutes

Pilgramgasse

Reinprechtsdorfer Straße The fifth district’s first-ever underground station

Matzleinsdorfer Platz seventh district, installing the impact. Investment in the U2/U5 to the Nordbahnhof urban tunnel walls as it goes – at a intersection project will create development zone. Construction speed of 12 metres a day. and secure around 30,000 jobs. work is due to start in the spring But all that hard work will pay And every euro invested in so that the O tram is ready to off: in 2027 Matzleinsdorfer expanding and upgrading enter into service on its newly Platz will become fully opera- Vienna’s outstanding and attrac- extended route in time for the tional as a quick and essential tive public transport network inauguration of the new school Gußriegelstraße interchange on the public trans- makes an active contribution to campus in autumn 2020. port network. Passengers arriv- protecting the environment. In short, there is a lot happen- ing here can reach Rathaus in 2020 sees the start of prelimi- ing on Vienna’s public transport under ten minutes on the U2. nary work at all the other sta- network. Standing still is not an The construction site is one of tions on the U2xU5 intersection option for a modern city with a the more visible parts of the (first phase). This includes population approaching two ongoing expansion, and rerouting underground pipes million that is looking to hit its renewal of the public transport and cables, relaying road sur- environmental targets. Each network is a key element of the faces and reinforcing buildings. additional kilometre added to huge U2xU5 project. The new From autumn 2020, the 13A bus the public transport network is Wienerberg U5 underground line between will travel in both directions an investment that will bear fruit Links to the city centre Karlsplatz and Frankhplatz will along the traffic-calmed, for decades to come. for new urban developments Phase 2 in the south 33 Wiener Linien – Greener Linien Vienna is a special city in many different ways.

ne aspect that there are energy which can be used to more annual season partially fuel the bus fleet. A Oticket holders for the development project looking at public transport network than ways to achieve this is currently there are official car registrations up and running. in the city. In 2019 the number In addition to investment in of holders of an annual pass infrastructure designed to cut rose by a further 30,000, to carbon emissions, greening initi- 852,000. atives and planting schemes are In light of this fact you could also making an active contribu- say with a clear conscience that it tion to climate protection. This represents a more-than-satisfac- involves greening tram and bus tory contribution to environmental shelters and introducing green protection and sustainability. track beds on the routes of the Whats more: as Wiener Stadtwerke O and D trams. is set to invest an additional Wiener Stadtwerke presented EUR 368m in expanding the exist- the idea of the Stadtwerke ing network and other important Forest to coincide with its 70th environmental measures in 2020. jubilee. One tree will be planted After the year of the tram, 2020 for each of the 200 jubilee will be the year of the eco-bus. attendees, sending a clear state- With 414 environmentally- ment in support of the Group’s friendly Euro 6 buses and 14 numerous climate protection e-buses in service, the city has initiatives. The first 60 trees can already be seen at Stammersdorf cemetery. Over the course of this year, a further 140 trees will be planted at various locations in the city, including 60 at Wiener Linien’s Erdberg HQ. The Stadtwerke Forest is one of the first projects backed by the Wiener Stadtwerke climate fund.

The Wiener Linien electric buses have zero local emissions.

already made considerable energy savings in this area. At present, a dedicated com­ petence centre for e-buses is taking shape in the Siebenhirten area of the city, ready for an Climate fund additional 60 electric buses to join the fleet in 2023. In addi- The new Wiener Stadtwerke cli- tion, trials of the first hydrogen- mate fund is designed to support powered bus will get underway smaller initiatives, as well as the Group’s major climate protection in June 2020. The development investments. It is endowed with of bio-fuels is another focus to EUR 500,000. Wiener Stadtwerke Wiener Stadtwerke invested help make combustion engines employees are invited to submit a total of EUR 641.9m in even more climate-friendly. This their project ideas, with funding will involve the use of waste of up to EUR 50,000 available to the expansion of the public products such as sewage sludge successful submissions. to produce alternative sources of transport network in 2019.

34 Introduction Figures Reports

Opening up new routes What else we are investing in.

Besides the U2xU5 intersection, Wiener Linien and Wiener Lokalbahnen are constantly investing in ways to make public transport even faster, more convenient and environmentally friendly. Here is a snapshot of just a few of the latest projects – but by no means the complete picture.

NEU4 The extensive NEU4 upgrade is the biggest modernisation scheme in the history of the Vienna underground. Between 2014 and 2024 a total of EUR 377 million will be invested in signalling control centres, tracks, track beds, stations and tunnel roofs. Since work started in 2019, there have been virtually no interruptions to normal service despite the scale of Art is part of our city. Since 1991, Wiener Linien has overseen the installation construction work. of more than 30 historic artefacts and contemporary artworks at the 100-plus underground stations that make up the network. On show around the clock, Air conditioning for the U6 they can be enjoyed at any time with a valid ticket. Launched in 2019, the project to retrofit trains on the U6 is timed to ensure that all passengers using the line will travel in air-conditioned rolling stock in time for summer 2020. 39% of trams, half of the underground trains and all buses are air conditioned.

Accessibility A total of 270 lifts are in operation at 109 underground stations to ensure accessibility. In 2020, ten lifts at six stations were modernised to further enhance attractiveness for public transport users.

35 Expanding the tram Even more investment projects and bus network n all, the City of Vienna and In December 2019 Badner • Installing photovoltaic arrays on the Wiener Linien have ear- Bahn and Verkehrsverbund roof of the Ottakring underground Imarked total spending of EUR Ost-Region (Eastern Region station, reducing CO2 emissions by 70m on extending and speeding Transport Association, VOR) con- 21 tonnes up the tram and bus network cluded a 15-year service agree- • Taking delivery of the prototype self- between 2017 and the end of ment to extend the scope of driving X-Wagen train for the Vienna 2020. To help optimise links Wiener Lokalbahnen’s opera- underground in 2020 between public and personal tions. It paves the way for more • Procuring new Flexity trams transport and on the ‘final mile’ services in future, as well as the between home and the office, procurement of a new, state-of- additional WienMobil stations the-art fleet. In all, the contract is will be opened in 2020. Wiener worth around EUR 700 million. Lokalbahnen is also combining From the end of 2020, passen- Total revenue reported by the transport solutions with practical gers can look forward to addi- services at its easymobil stations, tional capacity of around Transport Division advanced where customers can collect 350,000 timetabled train kilo- from EUR 686.5m in 2018 to parcels or make use of car- and metres. bike-sharing schemes. EUR 710.6m in 2019.

Green track beds in the Sonnwendviertel

36 Introduction Figures Reports

Opening up new routes

Public transport in Vienna – investing 2020-2024

U2xU5 U4 NEU Procurement Depots 2.0 Construction of the U5 Modernisation work: of new underground Completion of the and extension of the U2: EUR 152m trains, trams and buses: Brigittenau, Ottakring Competitions EUR 445m and Hernals depots: in running EUR 77m

37 Energy is more than just electricity.

Deputy Chief Executive Peter Weinelt on Vienna was named the Greenest Wiener Stadtwerke’s energy strategy – and the City in the World in a recently ultimate goal of powering every household in published survey. A city of almost two million people, Vienna with renewable electricity. which your company supplies Energy teamwork is the order of the day. with energy. Isn’t that a great feeling? Peter Weinelt The great feeling comes when everything is running as it should. After all, the energy market is more than just a mar- ket. We want to go beyond our core objective of ensuring a secure and reliable supply of energy. Our ambition is to significantly expand environ- mentally-friendly power genera- tion. This brings challenges that we are ready to face.

You raise the topic of renewables. What will Wiener Stadtwerke do to help us move towards the goal of creating a carbon-neutral economy? PW The ultimate goal is to power every household in Vienna with electricity from renewable sources. Two aspects will play a major role in achieving this. Firstly, maximum-efficiency sector coupling. This means ensuring that the form of energy required is supplied at the right time, in the right quantity, in the right place. Do we only need VIENNA IS THE GREENEST CITY IN electricity generated by wind THE WORLD – more than 100 cities turbines when it is windy? No. worldwide were surveyed for the So we have to think about which Greenest Cities ranking, which com- pared various criteria such as parks and other forms of energy we can green spaces, use of renewable energy convert the electricity we sources, air quality, pedes­trianisation, generate into, potentially gas markets with local products, and public in winter and district cooling transport. in summer. Energy teamwork is

38 Introduction Figures Reports

Interview Peter Weinelt

the order of the day, and this into gas, which can then be is an area where we play a turned back into electricity when pioneering role. it is needed. Electricity, heating, And secondly, you have to invest gas – all conceivable forms of in environmentally-friendly energy working together as a energy. In the solar power sector team. What form of energy can I alone, areas the size of 600 efficiently convert into another? football pitches will be covered How can I store the power by photovoltaic arrays by 2030. generated by renewables to use We are also offering energy when I need it? These are the management consultancy questions that we are focusing services for both private and on in sector coupling, and we commercial customers. We look are finding the answers. We are at areas where energy and heat already using combined heat consumption can be optimised. and power, and have one of the After all, this knowledge will most technologically advanced help customers to conserve thermal power stations in the energy and, as a result, save world, which converts gas into money. But we are also looking electricity very efficiently. at where we ourselves can make improvements. Sector coupling When people think about is the watchword here. security of supply, their minds usually turn to electricity, but Can you explain what consumers also need reliable is meant by sector access to other types of energy. coupling? What are the challenges PW People don’t just need Wiener Stadtwerke is facing? electricity, but gas, PW Energy is more than just district heating and electricity. Many people in district cooling, too. And Vienna heat their homes and demand fluctuates – in cook with natural gas. So we summer we need less ensure there is a reliable gas heat. So we convert supply network, keeping around these forms of energy 4,700km of pipes in working into the ones that are needed at order. Laid down end to end, the time, such as district cooling. the pipeline could carry gas all In simple terms, that is the way to China. This network essentially what is meant by has to be maintained, and sector coupling. The different supply the areas where gas is forms of energy work together needed. District heating is a as a team. What do I do with major topic in Vienna. The excess solar energy that I Spittelau district heating plant produce during the day but incinerates around 250,000 need at night? I can convert it tonnes of household waste each

39 Deputy Chief Executive Officer year and heats around 60,000 office during the day I need Peter Weinelt households. We want things to electricity there, and at home in stay that way, which is why we the evening. So it makes sense are continuing to invest in it. to put the electricity generated at home to use elsewhere and In photovoltaics, you are then to have it supplied to my pursuing citizen-backed home in the evenings. In prin­ models. What do they look like ciple, that is the idea behind a in practice and what are your smart grid: decentralised energy experiences of them? production facilities which are PW We construct, operate and all interlinked and ‘think for plan PV sites in Vienna and the themselves’, so that supply is surrounding area. directed to where it is actually Our experiences have needed. This makes using We supply energy to been fantastic, more renewable energy more effi- more than two million than 10,000 citizens cient. have registered with people, around 230,000 us and 27 citizens’ What is the significance of solar power plants digitalisation for the energy businesses and public have already been sector? buildings and around installed. We also PW At the moment, Austrian constructed four wind households are switching over 4,500 agricultural turbines under the to smart meters. There are same model, and various advantages to this. enterprises. have cut carbon Firstly, no-one has to be emissions by 40,000 physically present to read the tonnes so far. At the same time, meter, which is more convenient it raises awareness among the for customers. Secondly, the citizens who participate in the data supplied by the smart scheme. They get a feel for what meters permit us to make very can be achieved with renewable accurate forecasts. This means energy. that we know what kind of energy will be needed where in If energy is no longer produced future, and how much. Then we in a handful of larger power know where we need to install stations, but in numerous and expand networks. smaller facilities instead, such as wind, photovoltaic and biomass You’ve mentioned lots of plants, energy management and goals and challenges: security infrastructure also have to be of supply, affordability, adapted. And in this context we competitiveness and climate often hear people talking about neutrality. How would you rank smart grids. Can you explain them, what are your priorities? what that is? PW These topics are all so closely PW In future, power will no longer related that it’s impossible to be generated at large power separate them. Everything has to stations. Instead, many con­ be taken care of at the same sumers will have their own time, and that is exactly what ‘power station’ at home, in their we do. community or at their place of work. Electricity production is becoming more interactive. If someone decides to install a PV array on their roof, that’s all well and good, but it will not neces- sarily produce electricity when it is actually needed. If I go to the

40 Introduction Figures Reports

Interview Peter Weinelt

41 We call it energy teamwork

42 Introduction Figures Reports We call it energy teamwork Energy teamwork

When the sum of different parts achieves more than the individual components would otherwise be capable of, it is a classic example of successful teamwork at play. This not only applies to sport, but many other areas of life too – including energy production and consumption. And even though the two terms are often used interchangeably, there’s more to energy than just electricity. People work better in a team, and the same goes for the different forms of energy that work efficiently together.

A SECTOR COUPLING1

Energy and Energy Grids – property, plant and equipment → See page 12 for details

43 WIND SOLAR GAS GREEN GAS

POWER

Power to Gas Power to Heat

Combined heat and power

HEAT

Heat storage

GAS We are coupling the different parts of the energy sector, integrat- ing them and getting more than the sum of their parts in return. This cuts the amount of energy used overall and helps protect the envi- ronment and climate. From a technical point of view, it’s known as sector coupling – we call it energy team- work.

44 Introduction Figures Reports

Energy teamwork

n the past, the electricity, heating and transport sectors Ihave largely been seen as “Sector coupling independent of one another. But the climate crisis is calling on us to rethink conventional forms of is Group-wide” power generation and questions surrounding energy efficiency. Energy has to bridge the gap Interview on sector between the different sectors coupling with as part of a team where, to pick a random example, waste heat Gerhard Fiegel, cannot be allowed to escape up Office of the Deputy Chief the chimney but should be put to Executive Officer, use elsewhere. Energy, HR and IT A simple illustration: anyone who is hidebound by old ways of thinking might say that as the sun is out during the day but more energy is needed during the evening, solar power is inefficient. But a team player might ask how the surplus energy on sunny days can be put to good use – and come up with a viable solution. Sector coupling is on everyone’s What role does Wiener Anyone who looks at the bigger lips. But what is it? Stadtwerke play in this area? picture and from one sector into Gerhard Fiegel 63% of the electricity GF For a long time, we’ve focused another will soon start coming up consumed in Vienna is from on combined heat and power with ideas: the energy can be renewable sources. For heat and generation. That means we con- used to heat water, which in turn mobility this proportion is much vert forms of energy: Gas and generates heat for use in district lower. waste into electricity and heat. heating. It could be used to These two areas have a lot of For a number of years we have produce hydrogen or gas, which ground to make up in terms of been working on expanding can power cars, turbines and reducing carbon emissions, what we refer to as the “Vienna public transport in a process the even though they consume model”. This involves operating experts call power to heat or much more energy. One of the a large heat pump which gener- power to gas. reasons behind this is that the ates electricity from the waste Team players are rated very individual sectors are pushing heat from a power station. highly at Wiener Stadtwerke. To up against their limits. There are Waste heat from the sewerage help us provide climate-neutral many methods of renewable system is also injected into the energy, the entire system needs a electricity production, but hardly heating network. root-and-branch overhaul. And any ways to store the energy We also work according to this is where teamwork is both a produced. And as far as heating the principle of waste to value, challenge and an opportunity. We goes, we have a gas network which quite literally transforms love this city, and want to make which is incredibly well suited to waste into something valuable. sure it remains liveable in future. storing very large amounts of One example of this in action We are coupling the different energy for longer periods. But it would be using sewage sludge parts of the energy sector, is another sector. The solution to produce synthetic gas or syn- integrating them and getting would be to link these sectors thetic liquid fuel. We are more than the sum of their parts effectively so that they can sup- expanding our expertise all the in return. This cuts the amount of port one another. And this type time in pilot plants. At the same energy used overall and protects of link is just one of numerous time, we are working on the use the environment and climate. potential ways that the electric- of geothermal energy, and start- From a technical point of view, it’s ity, heating and transport sectors ing tests of hydrogen-powered known as sector coupling – we can be integrated with each buses. The hydrogen needed call it energy teamwork. other. will ultimately be produced

45 using surplus energy from Stadtwerke companies can offer renewable sources. In e-mobil- in the overall value chain. ity we have a flywheel gener­ What’s important is that the ator for faster charging of hydrogen is generated using e-vehicles in operation along- green electricity, otherwise the side numerous conventional chain would cease to make e-charging points. This brings sense. And then there is our rapid charging from rotational transport strategy – here, we are energy into the mix. investigating which transport solutions Wiener Stadtwerke That all sounds very tangible. can also offer. For both of these Are the conditions for real-life thrusts, the goal is for Wiener implementation already in Stadtwerke to achieve a whole place? that is greater than the sum of GF Implementing sector coupling its parts.

to achieve CO2 reductions is critical, particularly in cities, as So does this mean that all of conurbations are responsible the companies in the Wiener for a significant proportion of Stadtwerke Group will be carbon emissions. Wiener coupled? Stadtwerke is predestined for GF Exactly, we can see from the the role of implementer here in example of sector coupling Austria’s largest city. how we cooperate efficiently There are four aspects within the Group. Personally, I behind the feasibility of the vari- am particularly pleased about ous aspects: technical, commer- this cooperation towards a cial, legal and strategic. common goal. From a technical perspective, it’s clear that a high degree of digitalisation is the fundamental requirement. Only then will it be possible to link plants from the various areas. Close collabora- tion between researchers in the individual technical fields is also needed. And then each of these tech- We look at the big nologies has to be financially viable. We are working hard on picture when it new business models that can also be put into practice. But – comes to efficient and this is where the legal side and sustainable of things enters the picture – current legislation is structured energy use. in such a way that the commer- cial value of sector coupling cannot yet be properly deter- mined. The different blocks that we have – transport, gas and electricity – are subject to differ- ent areas of the law. So we have sectors working together that are still not able to do so from a legal point of view. The goal is to create a level playing field, meaning that all players have access to the same market opportunities. And finally, anything that we do has to fit in with our strategy. At present, two major topics are The Simmering power under consideration: under our station is one of the most ad- hydrogen strategy we are look- vanced and environmentally ing at the contribution Wiener friendly plants in Europe. 46 Introduction Figures Reports

InterviewEnergy teamwork Dr. Krajcsir

47 Renewable energy Climate protection is one of the biggest challenges of our time. At the EU level there are minimum targets for reducing greenhouse gases (by 40%) and increasing the proportion of demand covered by renewables (by 32%) by 2030. In this respect, big cities such as Vienna that can make the greatest contribution, as the majority of CO2 emissions are generated in major urban centres. As a result, Wiener Stadtwerke will have a central role to play in reaching the national climate targets for the electricity, heat and transport sectors.

B EXPANSION AND DEVELOPMENT1 OF RENEWABLE ENERGY

Investment in energy and energy grids → See page 14 for details

48 Introduction Figures Reports Renewable energy Renewable energy

49 lot has happened will form an important part of point will never be further than in recent years: per Vienna’s climate change 400 metres away in the metro- A capita greenhouse gas response. politan area. By 2023, Wiener emissions have dropped by Linien will have a total of 33% in Vienna since 1990. And Using public transport 60 e-buses in operation. Trials at the same time, the share of protects the climate of hydrogen-powered buses renewables continues to rise. To ensure that tomorrow’s began in 2019. To help hit the EU targets, Wien transport solutions are sustain­ Wiener Stadtwerke is fully Energie is investing in expand- able, there needs to be a funda- aware of the pivotal role it has to ing renewable generation. mental shift away from private play in reaching the city’s climate Key steps along the way to motor vehicle traffic towards targets. Decarbonisation is our decarbonising Vienna include increased use of public trans- new core competence. the installation of photovoltaic port, as well as walking and systems on a total area equiva- cycling. Every euro spent on lent to 600 football fields, as public transport is also an invest- well as the construction of ment in urban transport and cli- Europe’s largest heat pump in mate protection. Today, the the district of Simmering – the Wiener Linien network helps latter will supply 106,000 house- stop a million tonnes of CO2 Thanks to its innovations holds in the city with eco- from escaping into the atmos- friendly heat. In addition, the phere each year. and investments in renewable public transport network is There are also plans to move energy, Wien Energie being extended, and there is over to electric-only cars and also a drive to promote zero light commercial vehicles by currently reduces carbon waste and utilise combustion 2050, using electricity provided residue. Over the next few years, by Wien Energie. Construction emissions by about three the addition of 16 hectares of of 1,000 public charging points million tonnes a year. new green spaces and numer- by 2020 will ensure blanket ous cooling measures designed cover­age for the city. Once this to combat urban heat islands project is completed, a charging

Rating agencies underscore our efforts

The ratings awarded to Wien Energie by international rating agencies Fitch and Standard & Poor’s show that the Group’s decarbonisation drive is also attracting attention on the international stage. Austria’s largest energy supplier, with almost two million customers, was awarded an AA-rating by the analysts at Fitch. Among the reasons behind its decision were Wien Energie’s competitiveness, strong financial position and extensive investment in renewable energy. The A rating from Standard & Poor’s also sends out a clear signal. The financial market experts from both rating agencies were won over by the company’s highly diversified and strong standing in Vienna’s electricity, gas and heating market, its own generating capacity and its stable structure backed by Wiener Stadtwerke and the City of Vienna.

50 Introduction Figures Reports

Renewable energy

Expanding energy grids – for a climate-neutral future

Scheduled investment in energy, 2020-2024: EUR 2.4bn

Wind: Solar: EUR 134m EUR 134m

Renewable Smart meters: Power line energy: EUR 286m construction: EUR 531m EUR 273m Waste heat: Geothermal: EUR 115m EUR 55m

Hydro: EUR 93m

51 Solar drive for Vienna More than 14,000 households are currently powered by solar energy.

he sun produces 970 get of sourcing 100% of its elec- ment) Act had huge significance billion kilowatt hours tricity from renewables by 2030. for expanding renewables, par- T of energy every day. ticularly in the city, as it opens Just three hours is enough to Technology, e-mobility and the door to the construction of cover the energy demands the law communal generating plants on of the entire planet for a full In this respect, technological top of apartment buildings and year. And photovoltaic systems breakthroughs are particularly office blocks. The first communal can harness the sun’s energy. useful. The solar array on the plant entered into service in the Wiener Stadtwerke is leading roof of the Haus des Meeres – 22nd district in autumn 2018 the way towards Aqua Terra Zoo in Vienna and now supplies solar power a carbon-neutral entered into operation in March to 48 households. A further six The expansion future for the 2020 and featured bifacial (i.e. such plants will follow in Vienna energy sector two-sided) solar modules for the and Lower Austria in the first half of photovoltaics with its use of first time. This technology of 2020. solar power: means that Photovoltaic generation is and e-mobility the Group is the the system can also make use also increasingly important in continues to largest photovol- of indirect sunlight from the terms of expansion of the taic operator in surrounding area. Another e-mobility sector. Electric ve­­ gather pace. the country. eye-catching example of tech- hicles only make sense if the With a total nological developments came energy used to run them is sus- installed capacity with the commissioning of an tainably produced. Solar is the of more than agricultural PV system – the energy source of choice and 33 megawatts (MW), Wien nation’s first – in Guntramsdorf Wiener Stadtwerke is making Energie supplies over 14,000 in the late autumn. Vertically-­ substantial investments in households with solar-gener- mounted, raised modules mean expanding its e-charging infra- ated electricity. In 2019 it accel- agricultural land can serve a structure – a total of 1,000 charg- erated expansion of its PV dual purpose and be used ing points in all 23 districts. Wien segment with the installation of around 60% more efficiently. Energie is testing new flywheel more than 50 new arrays, which This delivers enormous syner- energy storage technology to saw solar output jump by 23.3% gies for the farming and energy ensure rapid charging times. It year on year. This pace is set to sectors. And finally, flexible foil works by using an innovative continue over the coming dec- modules are being trialled at process to buffer output through ade, with PV capacity due to the Ottakring underground kinetic energy. While the capac- reach 600 MW by 2030. station. ity of charging points is currently This is also a necessary step From a legal perspective, the limited to 40 kW, this technology to help Austria hit its climate tar- 2017 Green Electricity (Amend- has the potential to fully recharge vehicle batteries in just 20 minutes using 100 kW. And as only green electricity is used, Vienna really is on the road to a bright future.

The new solar array on the roof of the Haus des Meeres – Aqua Terra Zoo comprises 202 special bifacial glass/glass photovoltaic modules to generate electricity from below as well as above.

52 Introduction Figures Reports

Renewable energy

In 2019 wind power output was up 17.9% on the previous year. Hydro and wind pioneers Hydro power production increased from 701.5 GWh to 766.8 GWh in 2019.

hen people think limits. The initial project on the third of the total, hydro power’s about energy supply, Danube Island has since been share is significantly higher. Wand wind and hydro joined by a further four genera- Electricity generated from water generation in particular, their tion facilities at Windpark Unter- is clean and 100% CO2-free. thoughts are more likely to turn laa. Together, the five sites provide Hydro power is not only suitable to the open countryside than the wind power to 2,000 households. for large pumped storage and big city. But Vienna is something In 2019 wind-powered electricity run-of-river power stations, but of an exception in this respect. generation was up 17.9% on the is also a viable option for smaller- Several small-scale hydro plants previous year. scale plants. were built in Vienna as long ago Outside Vienna, there are six Wien Energie operates a host as 1912-1914. And more than 20 more wind parks in the Wiener of small and medium-sized years ago, Wiener Stadtwerke Stadtwerke portfolio, including hydroelectric stations in Austria installed one of the first wind one in Pottendorf in Lower and abroad, including the facility farms in Austria, on the Danube Austria. Comprising 15 turbines, at Hausmening an der Ybbs, Island. Built at around the same it has a total installed capacity of which generates 13,000 mega- time, the Freudenau hydro- 42.9 MW. In all, EUR 66m was watt hours of electricity each electric power station became invested in the facility, which year and has a long-term supply the world’s first large run-of-river delivers carbon emission savings contract with the Mondi paper power plant in a major city when of 52,800 tonnes a year. mill in Neusiedl. it opened in 1998. So large in The small hydro power plant fact that it supplies around half Hydro responsible for one on the Danube Island is small of all the city’s households with third of renewable energy but highly efficient. Designed as green electricity. Wind accounts for a little over a screw turbine, the plant is inte- Wien Energie operates a total 5% of all renewable energy gen- grated into the existing weir of five wind farms within the city erated in Austria. At around a structure and makes use of the

53 Vienna’s largest photovoltaic park in Unterlaa: 6,400 modules covering 28,000 square metres.

different elevations of the Danube things to come. Over the course emissions. The concept was sub- and the Neue Donau. Due to its of the next five years, Wiener sequently expanded to include compact dimensions, it has only Stadtwerke will invest half a bil- wind power. In 2015, stakes in a minimal impact on the river’s lion euros expanding its renew­ the two wind turbines in Potten- ecosystems. able energy solutions. dorf sold out in no time at all. The latest expansion projects Interests in another two facilities include the Gulling hydroelectric Attractive terms for power were sold in 2016. power station at Aigen in the station investments To date, the 31 citizen-owned Ennstal valley, which Wien Energie Expanding green electricity power stations – 27 solar and commissioned in September production comes at a substan- four wind – have helped to 2019. Since then, it has been tial cost, which is why Wiener reduce carbon emissions by providing green energy to 5,000 Stadtwerke has developed a around 40,000 tonnes. households in the area, saving citizen-based model to encour- A voucher model, in coopera-

13,000 tonnes of CO2 in the pro- age members of the public to tion with Spar, saw Wien Energie cess. invest in photovoltaic plants and install solar panels on top of These power stations all make wind farms. Similarly to crowd- Spar supermarket buildings. a crucial contribution to climate funding, people make a contri- Customers of the chain were protection and represent only bution to the building costs. The invited to support the installa- the tip of the iceberg in terms of benefits are twofold: firstly, there tion project in return for an are the environmental rewards annual shopping voucher. from building sustainable As Wiener Stadtwerke’s citizen- energy generating plants, and owned power stations proved so A total of half a billion secondly, the investment de­­ popular, the decision was taken euros has been earmarked livers excellent returns. to extend the scheme to e-mo- A number of successful solar bility and give residents of for investment in projects were implemented at Vienna the opportunity to invest the launch of the citizen partici- in the expansion of the city’s renewable energy in the pation model. To date, well over e-charging network and become period to 2024. 10,000 people have together part of the mobility transforma- invested a total of more than tion. Owing to overwhelming EUR 35m in 27 solar power sta- demand, 8,000 investment pack-

tions, helping to reduce CO2 ages worth a total of EUR 2m

54 Introduction Figures Wood chippings and hot Reports water – the future of energy Renewable energy Biomass is carbon-neutral and renewable.

or centuries, alchemists searched for the elusive F philosophers’ stone, a legend- ary substance purportedly capable of turning base metal into gold. Thinking about it, this is exactly what biomass plants do: they transform forestry waste into precious energy. To use the correct parlance, this approach is known as “waste-to- value”, and Austria’s largest facility for converting biomass into electricity and heat is the biomass plant in Sim- mering. Each year, it converts 190,000 tonnes of wood chippings from the Austrian Federal Forests into energy. And there is no damage to wood- lands as the material is simply waste Electricity and heat from forestry waste produced in the course of managing the forests. Biomass is carbon-neutral and were ultimately sold, rather than renewable, because no more carbon the 2,000 originally planned. dioxide is released into the atmos- Hot spot – treasure deep below The investment model for phere than the trees or plants absorb Vienna expanding the charging network through photosynthesis while they are The GeoTief project, which will is structured as a voucher sys- alive. The Simmering biomass power receive investment of around EUR 5 tem. Voucher bundles priced at station reduces CO2 emissions by million, is another project seen as EUR 250 each are available around 144,000 tonnes a year while having particularly strong potential. online. In return, over five years, supplying 48,000 households with Completed at the end of 2018, a buyers receive a EUR 55 voucher green electricity and around 12,000 seismological survey of an area of each year, while existing Wien with environmentally-friendly district 175 square kilometres in the east of Energie customers receive a heating. Vienna, reaching depths of up to voucher worth EUR 65. This Wien Energie also operates smaller 6,000 metres, provided a detailed represents a return of 9% – an biomass plants in Trumau and Pur­ picture of the composition of the sub- unbeatable argument for invest- kersdorf in Lower Austria, where the surface, including the location and ing in the energy transformation. concept is based on the principle of a thickness of thermal-water-bearing sustainable closed-loop system using rock strata. naturally renewable materials, and on The measurements generated a adding value for the region. huge 50 terabyte cache of data which Another example of waste-to-value is currently being evaluated. If the hot in action is the production of gas from water resources below the capital can sewage sludge. Each year, Vienna’s be used, it is safe to assume that geo- sewage plants produce around two thermal capacity of 140 MW can be million cubic meters of sludge, which installed for the district heating net- generates around 20 million cubic work by 2030. This equates to annual

metres of methane when stored in CO2 savings of up to 260,000 tonnes airtight tanks. This gas can be burned and could potentially supply around in cogeneration plants to produce 135,000 households with green heat- electricity and heat. Alternatively it can ing, which would represent a giant be used to produce liquid fuels such step towards safeguarding security of as synthetic diesel, a process Wiener supply and making Vienna entirely Stadtwerke is currently piloting at a independent of fossil fuels. test facility.

55 The term ‘smart grid’ refers to the technological shift from a passive electricity distribution system towards the proactively managed grid of the future. On a smart grid, voltage swings are balanced out by increasingly decentralised renewable generation, while state-of-the-art storage facilities are put in place and innovative e-mobility solutions are used.

The transformation of our electricity grids will boost energy efficiency while underpinning supply security. C INCREASING2 ENERGY C EFFICIENCY RELIABILITY AND1 SECURITY OF SUPPLY Energy use → See page 16 for details

Security of supply → See page 16 for details Efficient a nd secure supply

56 Introduction Figures Reports

Efficient and secure supply

Efficient a nd secure supply

57 mart grids bring together all of the participants in the energy Ssystem via a communications network, allowing for interaction between grid components, generators, storage facility operators and consumers. New smart meters are one of the visible signs to customers of the transition towards a smart grid. These digital meters send consumption data to the system operator, subject to the customer’s approval. This means consumption can be precisely measured and defined, and optimised by customers. Smart meters make consumption visible. They allow households to identify appliances that guzzle electricity, helping customers to reduce the amount of power they use. This will also be supported by flexible tariffs in future: as demand drops and production rises at a given time, the price of electricity falls. The first phase of moving from a passive electricity network to a smart grid involves installing sensors to monitor the condition of the grid. Afterwards, software is used to collect data on previously unknown factors such as capacity utilisation. The availability of precise grid data makes it possible to take infrastructure closer to its physical limits. This is particularly important as e-mobility and decentralised energy generation increase. Demand and production peaks will become more pronounced and more households will inject power into the grid. Increased automation enables energy storage facilities to be brought online and managed. Buildings and PV systems can be taken off the grid at times of overcapacity, which ensures more efficient use of energy across the whole system. Wiener Netze is driving this innovation. The artificial intelligence used to manage electricity grids provides the necessary foundations for energy efficiency and supply security in future.

58 Introduction Figures Reports

Efficient and secure supply Reliability means 99.9% security of supply Keeping the electricity flowing

here are 525,600 minutes own electricity – these are known Smart electricity grid in a non-leap year. Wiener as prosumers. In future, the grid Modern systems stand out for T Stadtwerke customers will not just serve as an energy their ability to independently can count on reliable electricity supplier, but also as a customer identify errors or deviations from supplies for 99.99% of this time – for consumers who generate the norm and sound the alarm if the average supply interruption electricity in their own homes necessary – the Wiener Netze being just 24 minutes in a year. and produce surpluses from electricity grid has been a smart And if it wasn’t for that flashing time to time – photovoltaics grid for a long time. clock radio display, outages in being a case in point. Intelligent transformer substa- Vienna would go completely The investments also ensure tions, known as iTras, are part of unnoticed. that every core element of the this approach. They are fitted This outstanding perfor- system is underpinned by with sensors that remotely supply mance, which also leads the way reserve capacity, while also sup- the central control room with internationally, is no accident; it porting the reorganisation of the information on their operational is the outcome of intelligent fault-clearing service. Today, status. This enables errors to be energy supply system design. rather than operating from a pinpointed, isolated and Here, grid resilience is the central site, there are multiple addressed quickly. watchword. A grid is said to be bases distributed throughout Switching technology also highly resilient when it is not the network area so that helping makes it possible to fix defects only capable of managing the hands are quicker to arrive. remotely from the control room majority of predictable interrup- using this system. There is no tions, but also remains stable longer any need for an engineer during a partial outage and to drive to the site and take a returns to normal capacity look at the problem. And the rapid­ly following an incident. grid does not have to be Wiener Stadtwerke uses state-of- switched off either, as the flow of the-art information and commu- electricity is simply rerouted nications technology to quickly from the damaged line to identify interruptions and initiate another while remote mainte- automated countermeasures. nance is carried out. Each year, the Group invests iTras also constantly supply heavily in an electricity supply Maintaining data on current and voltage at system that is up to the chal- large-scale energy various points on the grid. This lenges of the future. One that is optimises utilisation of trans- suited to the injection and distri- supply networks formers and delivers efficiency bution of decentralised renew­ gains when it comes to mainte- able energy, where output is is a logistical and nance. Smart placement of iTras much more volatile than that organisational throughout the Wiener Netze from large-scale power stations electricity grid meant that it was that we know from the past and challenge. not necessary to convert all of its present, and tailored to a new roughly 11,000 substations. status quo where consumers are Installed in the right position, increasingly producing their the intelligent transformer sub-

59 By the end of 2019, some 75,000 smart meters had already been installed, and the number is set to rise to 1.6 million by the end of 2022.

60 Introduction Figures Reports

Efficient and secure stations monitor the areas supply between them to ensure blanket coverage.

Keeping the heat on Wiener Netze operates a 1,200km district heating network Wiener Netze that supplies heat to customers in Vienna and parts of Lower supplies energy Austria and Burgenland. In Feb- ruary 2019 thermal inspection to 2.1 million flights were used for the first customers in time to analyse and optimise the network. Drones fitted with ther- Vienna. mal imaging cameras enabled us to inspect large swathes of land and identify weak points in the network. This innovative system helped create around 1,200 thermo- graphic maps, and identify and fix any faults, known as hot spots. But its potential extends far beyond district heating net- Finding gas leaks using works. It can also help to locate 3D goggles sources of heat loss in cities, flag Wiener Netze is exploring the up badly insulated buildings and use of 3D goggles and aug- determine where improved insu- mented reality to improve the lation can deliver the biggest efficiency of the process. This climate protection and energy involves combining digital net- efficiency gains. work plans from the geographi- Like the district heating sys- cal information system with GPS tem, the gas network also needs data and displaying the results permanent monitoring. Previ- on HoloLens data goggles. The ously, the precise location of gas result is a holographic depiction pipes had to be determined of the below-ground gas, heat- using 2D maps whenever work ing and electricity grids which is was required. Then, the pipe- accurate to within just two to five lines had to be paced out on centimetres. foot using gas detectors to find No more time spent searching the leak. for lines, no more test excava- tions, quicker and more cost- effective work processes and a reduction in emissions. Various other possible applications for the innovative goggles, includ- ing use in urban planning con- Wiener Netze texts, are currently being looked uses leading-edge into. So if you encounter someone technologies to wearing special data goggles it could easily be a Wiener Netze pinpoint faults employee inspecting the virtual more quickly and space beneath the road surface and helping to safeguard supply cost effectively. security for you.

61 Tomorrow The future is full of challenges for urban infrastructure. And even though Wiener Stadtwerke is a diverse group overall, it is doing a very good job of combining the strengths of the individual startscompanies. Similarly to the way that individual sectors are being coupled at Wiener Stadtwerke to maximise energy efficiency, the different companies in the Group will be coupled in future to ensure they are able to meet the todaychallenges posed by the city of the future. Introduction Figures Reports

Tomorrow starts today

63 ometimes, the people solutions, meaning that getting affected by change do from A to B is not just straight- Snot truly recognise its forward and convenient, but significance. Major, supposedly sustainable all the way. untouchable players disappear from the market virtually Wiener Stadtwerke as a overnight while new ones reach platform and team for the summit. One commonly Over the coming years, the cited example is a case in point: next steps and the Group as a in 1975 Kodak invented the first whole will be seen as a single digital camera in history. But platform. Under the One-stop management continued to focus shop programme, all of Wiener on analogue technology, allow- Stadtwerke’s products and ser- ing its innovation to gather dust vices will be made accessible Change is one of in a drawer somewhere. And the centrally – both physically and the driving forces rest is history: Kodak filed for digitally. It will be possible for bankruptcy in 2012 with digital customers to communicate and behind what photography having claimed interact with all the companies supremacy. The list goes on: in the Group by signing into a we do. H&M was caught napping when portal or visiting a bricks-and- it came to online retailing, and mortar flagship store. There is the same applies to Nokia and no reason why this platform can- smartphones. not be extended beyond Digitalisation is an incredible ­Wiener Stadtwerke. The one- driver of innovation and change. stop shop could also support But there are risks for those that links in a way that is similar to refuse to step outside their com- the external services offered via fort zone and opportunities for the WienMobil app. All of which people who see themselves as shows how ­Wiener Stadtwerke is driving change, and do not taking an active role in the pro- allow themselves simply to be cess of change. carried along by the tide of The Aspern Smart City development. A willingness to Research (ASCR) project under- embrace new things is an lines just how innovative and opportunity for the future. successful the Group can be at harnessing the combined Digitalisation and the energy strengths of its individual com- transformation – the central panies. Urban development in challenges the Seestadt area is under This applies to a group like pinned by scientific research in Wiener Stadtwerke with its order to develop solutions for energy and transport busi- the future of energy and trans- nesses, which are particularly port in urban spaces. Every day, exposed to change. Exposed in 1.5 million readings are col- the sense that they are not just lected and intelligently linked. affected by digitalisation but Research activities focus on a also have to contend with wide range of use cases, such as another huge challenge: the needs-based lighting, produc- energy transformation. This tion of waste heat from waste- means ensuring climate-neutral water and intelligent e-vehicle energy generation and supply, charging. For years, a steady and that transport is set up sus- stream of international delega- tainably. tions have visited Aspern to Wiener Stadtwerke identified ensure their cities can benefit this need for action and has from the discoveries being responded in various ways, made in Vienna. including with the WienMobil app, which acts as a central plat- form for urban and regional transport. This satisfies Group- wide demands and creates interfaces. Public transport is linked with individual transport

64 Introduction Figures Reports

One-stop shop

At Wiener Stadtwerke’s one-stop shop, customers have full access to all of the Group’s services – both online and offline – at a sinlge point of contact. One-stop shop

65 In a digitalised business environment, an omni-channel The one- approach is the order of the day – making waiting in line and limited opening hours a thing of the past. For a stop shop modern service company to stay successful, there is no alternative to adopting an uncompromisingly customer- programme centred mindset. And this is precisely the vision behind the one-stop shop programme which will launch later this year. Wiener Stadtwerke is making sure it is ready for at a glance the future – thanks to its ability to see things from its customers’ perspective and the goal of offering complex The programme comprises the following projects products in the most straightforward way possible. which will be implemented over the next five years:

Flagship Store he idea behind the Creation of a shared cus- one-stop shop is to tomer service centre. From T build up a platform for autumn 2020, customers shared services, both online will have access to all of and offline, which customers the Group’s products and can visit for everything they services under one roof. need. The programme, which will play a major role in shaping Joint use cases the Group’s future, involves the Definition of services, completion of six core projects products and innovative over a period of five years. All of customer loyalty schemes them are designed to maximise to be offered online and C customers’ ease of access to the offline. INTRODUCING NEW PRICING MODELS3 services and products offered by Wiener Stadtwerke through One customer A a central platform. Used by all of INTELLIGENT NETWORKING OF THE Consolidation of IT systems 3 the Group companies, the joint SERVICE PORTFOLIO with the goal of building up Revenue service portal is due to be fully a shared GDPR-compliant → See page 17 for details operational by the end of 2025. customer database. The first milestone will come with Profit for the year from the opening of the flagship store One login continuing operations in Spittelau in autumn 2020. One registration and one → See page 13 for details It is hoped that the platform login to access all of the will be attractive for other ser- Group’s services. vices as well and that the one- stop shop does not have to limit One portal itself to the current Wiener A uniform web interface Stadtwerke portfolio. Expanding for the entire Group to pro- the platform to include other vide an overview of all of municipal services is also a pos- the services offered by the sibility. individual companies. Pricing models and product bundles that add value Communication and change management Wien Energie works in close Interdisciplinary focusing partnership with various cus- with interfaces to all pro- tomer advisory committees in jects. A hub that allows the order to see the company individual companies to through its customers’ eyes and act in unison as part of a appreciate their needs better. customer-driven approach. The committee members con- tributed fresh ideas and sugges-

66 Introduction Figures Reports tions, shaping the design of In future, all of the flagship store is the physical, individual services, products, bricks-and-mortar part of the One-stop shop processes and communication Wiener Stadtwerke’s Group-wide service offering. measures. Face-to-face contact creates a The input from the members services will be sense of security and builds trust. of the customer advisory com- united under Behind the scenes, everyone mittees was acted upon in vari- is working hard to bring the flag- ous ways, including for Wien one roof. ship store and its everything- Energie’s Vorteilswelt customer under-one-roof concept to life, loyalty scheme. Specifically, they ready for the official opening in helped to select suitable partner autumn 2020. Once open, the enterprises and shape the new service point will be the first design of the overall pro- major milestone in the one-stop gramme. Features include flat shop programme. rates, the option of sharing The new flagship store will credits or keeping track of con- also include a shop carrying sumption via an app. merchandising articles from the The outcome has been a various Group companies. varied tariff landscape tailored Among the articles on sale are to customer requirements, products from the Funeral covering everything from the Museum at Vienna’s Central Standard tariff for people who Another combined Wiener Cemetery, which already have a prefer to keep things simple, to Stadtwerke product is the Pepi cult following in the city thanks the Float tariff which tracks Card. Credited with EUR 35 and to their witty slogans. energy exchange prices, allow- valid at Wipark parking facilities, ing dynamic customers to bene- this special ticket is available to fit from changes in prices. Wien Energie customers for just Offering fixed rates, the EUR 25. In addition to offering a Garant tariff is an ideal option discount of 28%, it is also a for anyone looking to budget highly convenient way to pay for the long term. Wien Energie’s­ when leaving the car park. Wasser.Plus tariff features 100% There are plans to introduce renewable energy and is tar- more value-adding product geted at environmentally- bundles like these via the conscious customers. All of the Group-wide one-stop shop, with tariffs share one advantage: they a view to giving customers are all fully nuclear-free. access to even more attractive Another requirement identi- offers in future. fied by the customer advisory committees was a need for New flagship store in packages that combine the Spittelau products and services offered The Wiener Stadtwerke com- by Wien Energie with those of panies offer countless different other companies in the Wiener services for people living in Stadtwerke Group. The “travel Vienna and the surrounding by public transport for lower area. Bringing the Group’s full Intelligent electricity prices” promotion has offering together under a single been one example of this in roof is the job of the new flag- networking of the action: customers have been ship store project, which is cur- able to couple their annual sea- rently taking shape in Spittelau. service portfolio: son ticket for Wiener Linien pub- Its goal is to maximise customer the one-stop shop lic transport network with the benefits. Whichever part of the OPTIMA Garant electricity tariff Group they relate to, customer programme clears in order to save on their Wien requests will be processed Energie electricity bills. quickly and efficiently. The store the path towards The advantages of this is a central point of contact for shared products and particular model are twofold, the services and products as it promotes environmentally- offered by all of the Wiener services. friendly transport while encour- Stadtwerke companies. aging customers to opt for sus- An element of the overarch- tainable electricity supplies. ing one-stop shop programme,

67 “We are all enjoying the Group-wide collaboration”

An interview with Annemarie Kouba on the plans, concept and scheduling for the new Wiener Stadtwerke store. Wien Energie, head of the Customer Care Center and project manager for the flagship store

You’re planning to open the annual season ticket, rent Is the idea of a one-stop shop new Wiener Stadtwerke flag- Wipark parking spaces or get also having an effect on your ship store this year. What can information about funeral ser- brand identity? Will the differ- people expect? vices and cemeteries – all under ent parts of the Group appear Annemarie Kouba The flagship store one roof. This saves time and together more as a team in acts as a central point of contact means they won’t have to go to future? for our customers where they multiple locations. AK Maximising customer benefits can readily access the services is our central goal: our aim is to and products offered by all of Can you tell us more about how offer our customers everything the Wiener Stadtwerke compa- the store will be set up? they need from a single source in nies – with an emphasis on con- AK The flagship store will be as straightforward and uncompli- venience and creating a pleas- divided into several different cated a manner as possible. This ant experience. Part of this areas. There is a new-customer involves creating a shared mar- comes from the fact that the zone, an area for existing cus- ketplace and bundling innova- flagship store is easy to reach by tomers and a separate space for tive products and services. This public transport and it is funeral services, each with its allows us to offer a broad prod- designed to offer an attractive own waiting area. There will be uct and service range. We are environment for our customers quick counters to deal with cer- making the most of our custom- and employees. tain common customer enquir- ers’ positive emotions and loyalty ies. The store will also have a towards the strong brands of the What are the advantages of the shop where merchandising different Group companies, and new flagship store for Wiener items from all of the Group com- their individual offerings. Stadtwerke’s customers? panies will be on sale. A café for AK The new, contemporary ser- our customers and employees Why do you need a service vice point won’t just be some- will create a special atmosphere. centre moving into this age of where that customers can clear And finally, the flagship store digitalisation? up energy-related matters. They will also feature a Wien Energie AK Our one-stop shop pro- can also buy their Wiener Linien World of Energy experience. gramme includes a strong focus

68 Introduction Figures Reports

One-stop shop

Wien Wiener Wiener Bestattung Energie WIPARK Wiener Lokalbahnen Linien Wien Netze on providing innovative online ing together. We’ve been work- Together we are services for our customers. At ing to a highly ambitious sched- the same time, we know that ule from the outset. And due to more than the there are still customers who Covid-19 we’ve had to adjust to sum of our parts. prefer to go to a physical loca- the change in circumstances, par- tion for information and advice, ticularly on the construction site. Together we and we want to showcase the full diversity of our offering to Do you still think you will man- are a team – the people like this at our flagship age to open this year in spite of Stadtwerke team. store in future. These two worlds the crisis? – online and offline – are not AK Yes, I’m very confident that completely separate, which is our flagship store will open in why we will be also offering an autumn. And let me just say opportunity for people to thank you to all of my col- explore our online services at leagues at the different compa- the store. nies in the Group who have made this project possible and How are you getting on with the are working hard on it – they’ve project? done a great job! AK We are putting our heart and soul into it and are all enjoying the Group-wide collaboration a lot. We’re getting to know more about each other and the other companies in the Group all the time. There’s a great team spirit. We have already overcome a number of challenges by work-

69 Gelebte Di versität Embracing diversity

70 Introduction Figures Reports

Embracing diversity

Wiener Stadtwerke’s strategic staff People are different. development activities are shaped Embracing diversity by the core theme of diversity. is a central aspect of The Group is the working home for many different people whose Wiener Stadtwerke’s cultures, personal preferences and approach, with every­ individual backgrounds vary one reaping the greatly. And it is this diversity that benefits. makes the company strong.

A STRATEGIC4 STAFF DEVELOPMENT

Personnel expenses and employee benefit provisions Embracing diversity → See page 13 for details

71 here are many sides Promoting women and A successful career start to diversity, including networking Wiener Stadtwerke offers Tnationality and culture, Gender is another central state-of-the-art apprentice gender, social background, aspect of diversity. Group-wide schemes in a high-tech environ- disabilities, education, sexual equality guidelines have been in ment. In 2020, another 140 orientation and age. Wiener place at Wiener Stadtwerke young people embarked on Stadtwerke provides numerous since 2017. They are designed their new careers with us, help- possibilities for its employees to to ensure equal numbers of men ing to shape a successful future productively embrace diversity and women in all parts of the for our Group in the process. at the Group. Firstly, as it company, with a particular focus Training the next generation of employs around 15,000 people, on management positions. experts is not just essential for the Group is by its very nature In a Group with such a strong the success of our economy, it is highly diverse, and secondly technical focus, structural imbal- also about actively taking Wiener Stadtwerke also repre- ances are not altogether responsibility for young people. sents a broad spectrum thanks unusual.­ That said, there is no Wiener Stadtwerke is fully aware to its different business areas. reason to accept the status quo of the vital responsibilities it has Staff members with lots of in silence. Wiener Stadtwerke in this respect. The Great Start! different skills, approaches and has implemented various initia- certificate, which was awarded ideas look after our customers. tives aimed at actively promot- in recognition of our outstand- Diversity brings new ways of ing the advancement of women. ing apprenticeship culture, takes seeing things, promotes creativ- The Group guidelines state feedback from those in work ity and is a central component of that in recruiting processes for placements into account, as well sales and customer care at any positions where women are as the Group apprenticeship service-oriented company. underrepresented, preference scheme. should be given to the female Diversity fuels creativity candidate in situations where Innovation and creativity are male and female applicants are key aspects of a healthy equally qualified. The same approach to diversity. Teams applies for areas where men are need people with different tal- underrepresented, and in such ents, ways of thinking and expe- cases, preference would be riences to come up with new given to the male applicant. ideas. An innovation workshop Wiener Stadtwerke also sup- exclusively attended by men of ports various initiatives the same age, with similar edu- designed to help women net- cational backgrounds and work more effectively with each career paths is less likely to other, including the cross-men- come up with vibrant ideas. toring programme set up by Diversity management is a stra- ÖBB and Asfinag around three tegic approach that promotes years ago. Under this year-long creativity and continuous devel- scheme, mentees receive sup- opment. port in realising their career Employees with restricted ambitions from more experi- mobility are an important and enced female colleagues, with a productive part of the team. view to increasing the propor- Workstations are made fully tion of women in managerial accessible so that colleagues positions at Wiener Stadtwerke with disabilities can participate in the medium term. In 2019, staff in the labour market without Tailored to female managers, prejudice or discrimination. Wiener Stadtwerke’s InFRA throughout the At Wiener Stadtwerke, diver- Brunch follows a similar path. sity is a focus in all aspects of InFRA is a twice-yearly opportu- Group completed the HR department’s work. nity to network, compare notes 61,056 training Recruitment processes are and exchange information. The geared towards creating teams format also features external and education that are as diverse as possible, speakers from business, political 1 while still taking quality criteria and technical backgrounds who days. fully into account. It goes with- talk about their experiences and out saying that every single career paths. Role models who employee at the Group has the encourage all concerned to professional qualifications make the Group’s management required for their post. even more diverse in future. 1) not including apprentices

72 Introduction Figures Wiener Stadtwerke is training more than Reports 400 apprentices in a range of careers. Embracing diversity

To ensure that it is an attractive employer for apprentices, Wiener Stadtwerke always looks to them for feedback – as shown in the following interview with Jessica Greiner, a trainee mechanical engineer in the second year of her apprenticeship, and trainee People value office administrator Marcel Schwing, who is my opinion, also in his second year. too.

What made you choose an apprenticeship at Wiener Stadtwerke? Jessica Greiner As part of my work placement in the main workshop I was taken on a tour of the different departments. I immediately saw how many different layers there are to the company and what a great working atmosphere there is.

Marcel Schwing For me, it was also the different divisions at Wiener Stadtwerke, and that’s why I was very interested in the Group right from the start.

Did you have any trouble adjusting to the world of work? What support were you given? MS I found it quite difficult to begin with, as you are expected to decide lots of things on your own. And generally speaking, I had a clear sense that I was expected to take responsibility. My colleagues were always there with a word of support and quickly helped me to get used to it.

JG I got off to a bit of a bumpy start because I was still unsure about what I wanted to do. The Public Employment Service

73 Austria (AMS) apprenticeships definitely helped.

Was there anything that turned out differently to the way you pictured it? JG I was fully prepared not to be listened to or taken seriously as a girl in a workshop. But the opposite turned out to be true – people value my opinion, too.

What do you find most appealing about the job? MS The interpersonal exchange with customers and colleagues. Thankfully, I just like talking to different people, even though I I like can come across as quite shy to working start with. at Wiener JG I love working with machinery and seeing how raw materials Stadtwerke. are transformed into functioning mechanical components.

What career plans do you have for the future? MS Right now I’m combining my apprenticeship with my school leavers’ certificate. I would also like to study at some point, if I can find a way to do that alongside my day job. I think something in business would interest me the most.

If a friend asked you whether they should do an apprentice- ship with Wiener Stadtwerke, what would you say? MS I’d definitely recommend Wiener Stadtwerke and hope that they would at least try to apply for a place.

JG I would do the same and use my arguments to encourage them even more. Later on, I would like to work as a coach to help inspire young people and pass on my expert knowledge with the same skill that it is being passed on to me today.

74 1000101100100011100101010100010011110001011010010101100010000100 0011111110101010101001011100101101001011100101011100010101010101 Introduction 0001000111110001111010101010101010101011000111001001 100010110010 Figures 0011100101010100010011110001011010010101100010000100001111111010 Reports 1010101001011100101101001011100101011100010101010101000100011111

0001111010101010101010101011000111001001 100010110011001000111001 The future’s digital 0101010001001111000101101001010110001000010000111111101010101010 0101110010110100101110010101110001010101010100010001111100011110 10101010101010101011000111001001 10001011001000111001010101000100 1111000100011100101010100010011110001011010010101100010000100001 1111110101010101001011100101100101011100010101010101000100011111 0001111010101010101010101011000111001001 100010110010001110010101 0100010011110001011010010101100010000100001111111010101010100101 1100101101001011100101011100010101010101000100011111000111101010 1010101010101011000111001001 100010101101001010110001000010000111 1111010101010100101110010110100101110010101110010010001110010101 0100010011110001011010010101100010000100001111111010101010100101 1100101101001011100101011100010101010101000100011111000111101010 1010101010101011000111001001 100010110010001110010101010001001111 0001010101010101000100011111000111101010101010101010101100011100 1001 100010110010001110010101010001001111000101101001010110001000 0100001111111010101010100101110010110100101110010101110001010101 01010001000111110001111010101010101010101011000111001 10001011001 0001110010101010001001111000101101001010110001000010000111111101 0101010100101110010110100101110010101110001010101010100010001111 10001111010101010101010101011000111001001 10001011001000111001010 1010001001111000101101001010110001000010000111111101010101010010 1110010110100101110010101110001010101010100010001111100011110101 01010101010101011000111001001 10001011001100100011100101010100010 0111100010110100101011000100001000011111110101010101001011100101 1010010111001010111000101010101010001000111110001111010101010101 The010101011000111001001 future’s 1000101100100011100101010100010011110001000 digital 1110010101010001001111000101101001010110001000010000111111101010 1010100101110010110010101110001010101010100010001111100011110101At first glance it looks like these 01010101010101011000111001001 10001011001000111001010101000100111two things have very little do with 1000101101001010110001000010000111111101010101010010111001011010one another: the fact that Wiener 0101110010101110001010101010100010001111100011110101010101010101Linien operates several hundred 01011000111001001 10001010110100101011000100001000011111110101010track lubricating units and that 1010010111001011010010111001010111001001000111001010101000100111Wien Energie receives around 10001011010010 0101100011100 01011000111001001 10001011001000111001 01010100010011 0101100011100 01011000111001001 1000101100100011100400,000 e-mails a year. What they 101010100010011 0101100011100 01011000111001001 1000101100100011100have in common only emerges 101010100010011 0101100011100 01011000111001001 1000101100100011100after a closer look. It has to do 101010100010011 0101100011100 01011000111001001 1000101100100011100with digitalisation and the 101010100010011 0101100011100 01011000111001001 1000101100100011100changes this brings for the world 101010100010011 1011000100001000011111110101010101001011100101101B of work, something that has two 0010111001010111000101010101010001000111110001111010101010101010FOCUS3 ON contrasting effects. Firstly, it helps 10101100011100 01011000111001001DIGITALISATION 100010110010001110010101010001001 11100010101010B 1001 1000101100100011100101010100010011110001010101to make internal processes more 0101010001000111110001111010101010101010101011000111001001DATA SECURITY4 efficient, but it100010 also poses fresh 1100100011100101010100010011110001011010010101100010000100001111Equity challenges for employees. 1110101010101001011100101101001011100101011100010101010101000100→ See page 15 0111110001111010101010101010101011000111001001for details 100010110010001110 0010110100101110010101110001010101010100010001111100011110101010Other provisions → See page 15 10101010101011000111001001for details 10001011001000111001010101000100111100 0101101001010110001000010000111111101010101010010111001011010010 1110010101110001010101010100010001111100011110101010101010101010 11000111001001 001 10001011001000111000101101001011100101011100010 1010101010001000111110001111010101010101010101011000111001001 100 75 0101100100011100101010100010011110001011010010101100010000100001 1111110101010101001011100101101001011100101011100010101010101000 The world of work is Working 9 to 5 – a thing of the past currently undergoing The idea that the world of work is in a state of flux is also a process of rapid and borne out by the fact that flexibil- fundamental change. ity and mobility are increasingly important factors. The age of Digitalisation will shape having to be physically present at an assigned workplace during the workplace of the future. set hours is coming to an end. At Wiener Stadtwerke, flexitime and homeworking models have been developed in line with the needs of the individual departments. Staff have more flexibility when it 100010110010001110010101010001001 ien Energie’s 400,000 nance. In this particular exam- comes to choosing their pre- 111000101101001010110001000010000 e-mails a year fall into ple, this means that sensors ferred place of work and are free Wthe first category: fitted to the units will ping a to choose when they work within 111111101010101010010111001011010 optimisation of internal pro- message to the maintenance certain parameters. There are 010111001010111000101010101010001 cesses through digitalisation. centre once fill levels dip below also different flexitime models 000111110001111010101010101010101 Until now, every single one of a certain point. Although no-one available which are specifically 011000111001001 100010110010001110 these incoming messages had will have to drive around check- tailored to the various depart- 010101010001001111000101101001010 to be looked at, read, evaluated ing fill levels, top-ups will still be ments. and assigned to the department necessary and the staff involved Wiener Stadtwerke launched 110001000010000111111101010101010 responsible for dealing with it. in keeping everything running the Future Work Challenge to 010111001011010010111001010111000 This takes time, and as it is not smoothly will require digital ensure it attracts the next genera- 101010101010001000111110001111010 always error-free, it has an impact skills. They will need to be in a tion of employees. This ideas 101010101010101011000111001001 100 on the quality of service for position to adjust, operate and competition invites young 010110011001000111001010101000100 customers. understand the remote mainte- people to share their vision for a 111100010110100101011000100001000 In future, incoming corre- nance system. more attractive working environ- spondence will be pre-sorted This is just a simple example ment, giving them a chance to 011111110101010101001011100101101 using machine learning. Going of how the digital transformation voice their ideas, shape the 001011100101011100010101010101000 forward, mails will be correctly calls for adaptability in the work- future and win attractive prizes. 100011111000111101010101010101010 assigned automatically once place. It is about a mental Over the course of several days, 1011000111001001 10001011001000111 their content has been analysed change, joined-up thinking and the winning teams have the 001010101000100111100010001110010 to see whether it’s a complaint, an interdisciplinary mindset opportunity to get to know 101010001001111000101101001010110 change of address or something when it comes to work. To help Wiener Stadtwerke more closely else entirely. 200,000 e-mails promote this, the Group Staff and fine-tune their ideas with the 001000010000111111101010101010010 which had previously been cate- Development department at support of experts in the field. 111001011001010111000101010101010 gorised by humans provided the Wiener Stadtwerke has devised This programme earned 001000111110001111010101010101010 starting point for the self-learning a new intranet tool: the Digi. Wiener Stadtwerke a coveted 101011000111001001 100010110010001 machine. The advantage of this Index. award: bronze in the Recruiting & 110010101010001001111000101101001 initial categorisation lies not only The system shows employees Employer Branding category at 010110001000010000111111101010101 in increased process efficiency, and management whether they the HR Inside Summit. but also in the way it allows team are already a Digi.Guru, Digi. 010010111001011010010111001010111 leaders to build up a better pic- Influencer or still a No.Digi. They Cybersecurity protects IT 000101010101010001000111110001111 ture of the areas that generate can also use it to find out what systems and data 010101010101010101011000111001001 the most e-mails, allowing staff to applications are available to help Cybercrime is the flip side of 100010101101001010110001000010000 be assigned more effectively. them extend their digitalisation digitalisation. And it has many 111111101010101010010111001011010 expertise. Additionally, Group different faces. Fraudsters seek to 010111001010111001001000111001010 Digitalised work calls for Staff Development offers tar- exploit the way we are closely new skills geted training courses. Various networked and are proving 101000100111100010110100101011000 The example of the track different formats – including extremely resourceful when it 100001000011111110101010101001011 lubricating units gives an indica- face-to-face sessions, e-learning comes to finding new ways of 100101101001011100101011100010101 tion of the new challenges that courses and blended learning getting their hands on other 010101000100011111000111101010101 digitalisation brings for Wiener modules – are designed to reach people’s money. Tactics range 0101010101011000111001001 10001011 Stadtwerke employees. In the out to as many employees as from the now-famous CEO scam 001000111001010101000100111100010 past, these machines had to be possible while taking their par- where falsified e-mails regularly shut down, checked ticular needs and preferred purported­­ly from management 101010101010001000111110001111010 and, if necessary, refilled. But in learning methods into account in urge employees to transfer 101010101010101011000111001001 100 future, a core element of digitali- order to enhance the level of money to accounts abroad, to 010110010001110010101010001001111 sation at work will come into digitalisation expertise through- using malware to spy on and 000101101001010110001000010000111 play instead: remote mainte- out the Group. steal user data which along with

76 Introduction Figures details such as home addresses, Reports mobile phone numbers and “IT security is a credit card numbers are exploited for fraudulent purposes. The future’s digital Every company that uses net- worked communications has to central aspect make sure that cybercriminals do not stand a chance of compro- mising its IT systems. Wiener of all decisions” Stadtwerke manages large amounts of information of all kinds and origins. The Group is also responsible for critical infra- structure such as energy grids. Stable and permanently available IT infrastructure is the top prior- 100010110010001110010101010001001 ity. Steps are taken expressly to prevent the loss, falsification or 111000101101001010110001000010000 unwanted publication of data. 111111101010101010010111001011010 Wiener Stadtwerke’s systems 010111001010111000101010101010001 are integrated into WienIT’s IT 000111110001111010101010101010101 landscape and regularly stress- An interview with Herbert Schindelka, 011000111001001 100010110010001110 tested to guarantee they always 010101010001001111000101101001010 adhere to the highest security Wiener Stadtwerke’s Chief standards. All of the elements of 110001000010000111111101010101010 the IT system are targeted using Security Officer, on the 010111001011010010111001010111000 the same methods that hackers topic of data security. 101010101010001000111110001111010 deploy, in order to ensure that 101010101010101011000111001001 100 they are not vulnerable to un­­ Can you give us an idea of the 010110011001000111001010101000100 authorised access. These tests role data security plays at the 111100010110100101011000100001000 determine the susceptibility of Wiener Stadtwerke Group? the system to attack, allowing any What data come into your 011111110101010101001011100101101 potential weaknesses to be pin- computer centres and how 001011100101011100010101010101000 pointed and addressed immedi- sensitive are they? 100011111000111101010101010101010 ately. Herbert Schindelka Data security and a 1011000111001001 10001011001000111 IT security regulations are laid responsible approach to handling 001010101000100111100010001110010 out in a separate IT security pol- company data play an impor- 101010001001111000101101001010110 icy, which outlines the fundamen- tant role at Wiener Stadtwerke. tal approach and goals in this The focus is on customer, 001000010000111111101010101010010 area. Derived directly from the IT employee and internal data. 111001011001010111000101010101010 security policy, the IT security Depending on the classifica- 001000111110001111010101010101010 guidelines are aimed at every tion, they are subject to differ- 101011000111001001 100010110010001 single member of staff. ent processes. Sensitive data 110010101010001001111000101101001 Raising awareness is an are encrypted and/or saved in 010110001000010000111111101010101 essential aspect of cybersecurity. two locations in the internal Various training courses are computer centres. 010010111001011010010111001010111 offered to help employees iden- 000101010101010001000111110001111 tify potential threat scenarios Does digitalisation make your 010101010101010101011000111001001 and dangers. The courses cover job more complex? What is the 100010101101001010110001000010000 a range of topics, including how impact of increased integration 111111101010101010010111001011010 to spot phishing mails and what of modern sensors in systems 010111001010111001001000111001010 cybersquatting – the creation of or the expansion of the smart fake websites designed to grid? 101000100111100010110100101011000 deceive users – means. Vigilance HS The demands placed on data 100001000011111110101010101001011 is essential to prevent cyber­ security are more complex as a 100101101001011100101011100010101 attacks happening in the first result. The growing proportion 010101000100011111000111101010101 place. of mobile components such as 0101010101011000111001001 10001011 Targeted attacks often seek to smartphones and tablets calls 001000111001010101000100111100010 exploit employees’ lack of thor- for new technology and oughness or attention. Training continu­ous adaptation of IT 101010101010001000111110001111010 and education provide an effec- security standards. 101010101010101011000111001001 100 tive barrier against would-be There are also more applica- 010110010001110010101010001001111 attackers. tions in the internet of things 000101101001010110001000010000111

77 1000101100100011100101010100010011110001011010010101100010000100 0011111110101010101001011100101101001011100101011100010101010101 0001000111110001111010101010101010101011000111001001 100010110010 0011100101010100010011110001011010010101100010000100001111111010 1010101001011100101101001011100101011100010101010101000100011111 0001111010101010101010101011000111001001 100010110011001000111001 0101010001001111000101101001010110001000010000111111101010101010 0101110010110100101110010101110001010101010100010001111100011110 10101010101010101011000111001001 10001011001000111001010101000100 1111000100011100101010100010011110001011010010101100010000100001 1111110101010101001011100101100101011100010101010101000100011111 0001111010101010101010101011000111001001 100010110010001110010101 0100010011110001011010010101100010000100001111111010101010100101 1100101101001011100101011100010101010101000100011111000111101010 1010101010101011000111001001 100010101101001010110001000010000111 1111010101010100101110010110100101110010101110010010001110010101 0100010011110001011010010101100010000100001111111010101010100101 1100101101001011100101011100010101010101000100011111000111101010 1010101010101011000111001001 100010110010001110010101010001001111 0001010101010101000100011111000111101010101010101010101100011100 1001 100010110010001110010101010001001111000101101001010110001000 0100001111111010101010100101110010110100101110010101110001010101 01010001000111110001111010101010101010101011000111001 10001011001 0001110010101010001001111000101101001010110001000010000111111101 0101010100101110010110100101110010101110001010101010100010001111

(IoT). To address this, we imple- to identify attempted security So this means that data – both mented a special platform for breaches. IT security structures customer data and data from communicating with end are under continuous develop- your own systems – are in good devices and for processing data. ment. They are regulated by the hands? At the same time we have drawn Austrian Network and Information HS Yes, exactly, because IT secu- up our own security regulations System Security Act, which covers rity is a central component of that cover every stage, from the critical infrastructure such as that data processing for Wiener sensors themselves to transmis- operated by Wien Energie, Stadtwerke – and an integral part sion of data and an IoT platform. Wiener Netze and Wiener Linien. of all IT decisions. Organisational For this area, all the necessary and technical measures guaran- What technical measures are preparations for ISO 27001 cer- tee high standards. The Group- you taking to safeguard data tification were taken. wide organisation structure security? supports the use of modern HS Technical measures are pri- How do you test your security technology while needs-based marily aligned to threat scenar- standards and determine deployment safeguards IT secu- ios and risk assessment. This led whether the steps you have rity standards. to the implementation of a secu- initiated are working? rity information and event man- HS Certification of the Group agement (SIEM) system and an companies provides the founda- intrusion detection system (IDS) tion for a corresponding man- agement system. In addition to numerous internal regulations – such as those for administra- tors – we have also drawn up requirements for the procure- ment of IT systems. IT security audits in specific focus areas are Continuous carried out by external experts. And all of these measures are adaptation of IT backed up by staff training. security standards is essential.

78 Introduction Figures Reports

to these high standards. All Wir tragen Group employees are obliged Verantwortung to comply with the regulations set out in the code and to report any breaches, either directly to their line manager or the compliance officer, or via the online whistleblower platform. Staff can submit evidence completely anonymously using this protected platform, and leave the matter in professional hands. Evidence is forwarded to the appropriate contact person and treated with the utmost care and sensitivity. Compliance is not an end in itself, rather it ensures that “One of our top priorities particular significance is is ensuring that we always attached to integrity, reliability, operate in a responsible transparency and a sense of responsibility, as well as to C and completely ethical ensuring the high quality of the REGIONAL PROCUREMENT4 manner. We take all services the Group provides. Corruption, fraud, theft and B violations of our values DATA SECURITY discrimination have no place 4 very seriously.” in this environment. As far as Christian Delpos social networks and the media Raw material and consumables are concerned, only general used, and other expenses Chief Compliance Officer → See page 17 for details managers and heads of com- Other provisions munication are permitted to → See page 15 for details make public statements about the Group or Group compa- nies. Compliance with the code of conduct by all employees We take responsibility

s a publicly owned com- helps to safeguard the Group’s the economic impact of our pany, Wiener Stadtwerke impeccable reputation. activities is key to achieving this. Ais expected to meet Wiener Stadtwerke is one of the particularly high standards of Effects outside the Group largest groups in Austria, both in integrity, reliability and transpar- Wiener Stadtwerke is the City terms of output and as an ency, and in terms of its sense of of Vienna’s key partner when it employer, meaning that the responsibility. In some cases, it comes to maintaining and Group has a decisive socioeco- may not be totally clear whether extending the capital’s public nomic influence on life in Vienna. actions would be acceptable infrastructure. As a publicly or represent a breach of owned company, we are fully restrictions. At the Group aware of the responsibilities that companies, compliance officers come with this role. All of our are on hand to provide expert management decisions are support in such situations. The informed by the need to uphold Group’s code of conduct also quality of life in the city. In addi- enables employees to live up tion to the services we provide,

79 Glossary

Biodiversity Modal split enhance citizens’ quality of life Biodiversity (biological diversity) This refers to the percentage and the competitiveness of the is the variety and variability of breakdown of total traffic vol- local economy, and ultimately living organisms of all origins. ume into the various transport increase the city’s sustainability. modes. At the very least, energy, mobil- Combined heat and power ity, urban planning and govern- The simultaneous generation of Photovoltaic system ance are addressed. electricity and heat (combined A system that uses sunlight to heat and power) maximises fuel produce electricity. If it pro- Smart grid efficiency. duces heat, it is called a solar A smart grid is an intelligent thermal system. power network capable of two Compliance way communication and control Adherence to laws, guidelines Renewable energy of power generators, storage and voluntary codes of conduct Renewable or regenerative equipment, consumers, and grid by companies. energy sources are those which infrastrucutre in transmission provide practically inexhaustible and distribution grids. The aim is Energy efficiency supplies of sustainable energy to connect distributed generat- Energy efficiency is the ratio of over the duration of humanity, ing stations and those with vola- energy output to energy inputs. or which are renewed relatively tile output (e.g. from renewable (Power generation at power sta- quickly. Alongside efficient sources such as photovoltaic, tions inevitably involves the energy use, renewables are seen wind and biogas plants) to the transformation of a large part of as the main pillar of sustainable grid without compromising net- the primary energy employed energy policies and of the work stability, which in turn into heat. This heat is used at energy transformation. underpins efficient and reliable CHP stations for district heating.) system operation as well as Sector coupling security of supply. GDPR In the energy industry, sector The General Data Protection coupling refers to the interlink- Regulation (GDPR) is a European ing of different sectors with the Union regulation that harmo- aim of optimising them by nises the rules for the process- means of a joint, holistic ing of personal data by private approach. In the past, the elec- entities and public authorities tricity and heating (and cooling) throughout the EU. It is aimed at sectors were seen as being protecting personal data within largely separate from one the EU and ensuring the free another. movement of data within the European single market. Security of supply Security of supply means that Materiality matrix electricity consumers are able to Materiality analysis is a tool used obtain electricity of defined as part of strategic analysis. Its quality when they need it, at purpose is to identify key sus- cost-reflective and transparent tainability-related matters for a prices. company and its stakeholders. Materiality analysis consists of Smart city environmental analysis (external The expression ‘smart city’ refers analysis), business analysis to a city where information and (internal analysis), and analysis communication technology, and of stakeholder expectations. The resource-efficient technologies outcomes of these three parts are systematically deployed in feed into a materiality matrix. order to conserve resources,

80 Imprint

Proprietor and publisher Wiener Stadtwerke GmbH Thomas-Klestil-Platz 13 1030 Vienna

Project management Group Communications Thomas Geiblinger +43 (0)1 53123 73953 [email protected]

Press Officer David Millmann, B.A. +43 (0)1 53123 73953 About this report [email protected] Concept, copy and design Mensalia Unternehmensberatung www.mensalia.at Wiener Stadtwerke’s 2019 report consists of three related parts: an annual report, a Photos: financial report and a sustainability report. Cover: IWS TownTown AG The annual report presents developments at p.2, p.7, p.45, p.53, p.68, p.77, p.79: Wiener Stadtwerke and the figures behind Wiener Stadtwerke archives them, the financial report comprises an p.5, p.21, p.39, p.41, p.55: Ian Ehm operating and financial review, financial p.54: Christian Fürthner statements and notes prepared in p.18, p.25, p.29, p.34, p.36, p.39, accordance with IFRS, and the sustainability p.46, p.50, p.52, p.56, p.73, p.74: report (available in German only) covers Gianmaria Gava environmental and social aspects of the p.28, p.34: Manfred Helmer Group’s performance, as well as innovations. p.48: FOTObyHOFER In the interests of efficiency and to avoid p.6: Alexandra Kromus redundancy, the publications increasingly p.8: Christopher Mavric cross-reference each other. For instance, p.64: Katharina Puxbaum the forewords by the Management Board, p.38, p.42: Wien Energie the representative of the owners and the p.70: Wiener Linien Chairman of the Supervisory Board are only p.58, p.60: Wiener Netze published in the Wiener Stadtwerke annual p.22, p.26, p.29, p.30, p.32, p.33, p.39: report. Johannes Zinner WIEN ENERGIE | WIENER NETZE | WIENER LINIEN | WIENER LOKALBAHNEN | WIPARK | BESTATTUNG & FRIEDHÖFE WIEN