Sustainability Report 2009 Texts of the online report for downloading 1 Note: These are the texts of the Sustainability Report 2009, which are being made available in this file for archival purposes. The Sustainability Report was designed for an Internet presentation. Thus, for example, related links are shown only on the Internet in order to ensure that the report can be kept up-to-date over the next two years until the next report is due. Where appropriate, graphics are offered on the Internet in better quality than in this document in order to reduce the size of the file downloaded. 2 Table of Contents 1 Our company 6 1.1 Preface .................................................................................................................................... 6 1.2 Corporate Culture................................................................................................................... 7 1.2.1 Confidence..................................................................................................................................... 7 1.2.2 Values ............................................................................................................................................ 8 1.2.3 Dialog ........................................................................................................................................... 10 1.2.3.1 Stakeholder dialogs 10 1.2.3.2 Memberships 12 1.2.3.3 Environmental dialog 14 1.3 Strategy ................................................................................................................................. 15 1.3.1 Corporate strategy ....................................................................................................................... 15 1.3.2 Future Viability ............................................................................................................................. 17 1.3.3 Commercial Development ........................................................................................................... 18 1.3.4 Company profile........................................................................................................................... 19 1.3.5 Sustainability management ......................................................................................................... 22 1.4 Responsible business.......................................................................................................... 24 1.4.1 Anti-corruption.............................................................................................................................. 24 1.4.2 Competition.................................................................................................................................. 25 1.4.3 Transport policy ........................................................................................................................... 26 1.4.4 A broad presence in the regions.................................................................................................. 29 1.4.5 Commitment................................................................................................................................. 30 1.4.6 Corporate history ......................................................................................................................... 31 2 Our customers 33 2.1 Customer strategy................................................................................................................ 33 2.2 Passengers ........................................................................................................................... 35 2.2.1 Customer needs........................................................................................................................... 35 2.2.2 Tickets.......................................................................................................................................... 36 2.2.3 Services ....................................................................................................................................... 37 2.2.4 Traveling with disabilities............................................................................................................. 39 2.2.5 Customer satisfaction .................................................................................................................. 40 2.2.6 Customer rights............................................................................................................................ 41 2.2.7 Customer data protection ............................................................................................................ 42 2.3 Freight customers ................................................................................................................ 43 3 Our products 45 3.1 Sustainable transportation .................................................................................................. 45 3.1.1 Product strategy........................................................................................................................... 45 3.1.2 Green products ............................................................................................................................ 48 3.1.3 Environmental footprints .............................................................................................................. 50 3.1.4 Fleet ............................................................................................................................................. 51 3.2 Passenger Transport............................................................................................................ 53 3.2.1 Long-distance .............................................................................................................................. 53 3.2.2 Local............................................................................................................................................. 55 3.2.3 Urban ........................................................................................................................................... 56 3.3 Transportation & Logistics .................................................................................................. 57 3.3.1 Freight by rail ............................................................................................................................... 57 3.3.2 Logistics ....................................................................................................................................... 58 3.3.3 Networked modes of transport ....................................................................................................59 3.4 Infrastructure ........................................................................................................................ 60 3.4.1 Track ............................................................................................................................................ 60 3.4.2 Stations ........................................................................................................................................ 62 3.4.3 Energy.......................................................................................................................................... 63 3.5 Innovation management....................................................................................................... 64 3.5.1 Innovation and sustainability ....................................................................................................... 64 3.5.2 Technical innovations .................................................................................................................. 65 3.5.3 Idea management........................................................................................................................ 67 3.5.4 DB Award..................................................................................................................................... 68 3.6 Supply chains ....................................................................................................................... 68 3.6.1 Sustainable procurement............................................................................................................. 68 3 3.6.2 Vehicles and materials................................................................................................................. 69 3.6.3 Rail suppliers ............................................................................................................................... 71 3.6.4 Subcontractor logistics................................................................................................................. 73 3.7 Safety..................................................................................................................................... 74 3.7.1 Safety culture ............................................................................................................................... 74 3.7.2 Safety management..................................................................................................................... 75 3.7.3 Safe rail ........................................................................................................................................ 78 3.7.4 Dangerous goods......................................................................................................................... 79 4 Our employees 80 4.1 Strategy 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