Navigation

Social aspects and relationships

EWE sees itself as an interface in a world of decentralised energy generation in which more and more energy customers are becoming energy producers. Our business is focused on the satisfaction and trust of our customers and partners. In a digital world, information security and data protection are growing in significance in the eyes of our customers.

Social aspects and relationships
Customer satisfaction and service quality *NFS*

Concept

The customer satisfaction quality index1 which we derive from a customer survey provides us with important indicators regarding customer satisfaction and service quality.

Our benchmarks are the average values of our competitors in the energy and telecommunications supply area that we aim to surpass. Additionally, we have our customer service analysed and rated by the independent agency ServiceRating. ServiceRating rates service management, services and service effectiveness.

On this basis, we develop measures designed to retain existing customers and attract new customers. The Board of Management is notified of the results regularly. Additionally, the telecommunications company EWE TEL provides profit-sharing based on the degree of progress towards targets.

Selected measures in 2017

  • EWE is driving the expansion of its fibre optic network.
  • EWE provides its customers with an app which, for example, enables them to submit digital meter readings.
In 2017, over 4,000 households were connected to the fibre optic network. Our customer service was rated ‘very good’ by ServiceRating. The customer satisfaction quality index was 2.23 in 2017. Overall, we are therefore on track to meeting the benchmarks in many areas. More than 4,000 households were connected to the fibre optic network 2.23 customer satisfaction quality index in 2017

1 In terms of energy, the customer satisfaction quality index only covers the EWE brand, whereas in terms of telecommunications it covers EWE, swb and osnatel. Produkt + Markt GmbH und Co. KG carried out the study, including the survey, supplied the customer satisfaction quality index and collects the benchmarks

Information security *NFS*

Concept Within the Group, we have established information security systems based on DIN ISO 27001 in order to guarantee our customers a reliable supply of energy, telecommunications and water. The Group guidelines on information security set out the framework for action and define the responsibilities of managers and employees.

EWE’s information security policy is aimed at preventing damage to the Group and its stakeholders. For us, this means ensuring the availability, integrity and confidentiality of information and preventing data leaks. Additionally, we strive to comply with the statutory and internal regulations in order to minimise liability risks.

In addition to implementing suitable security solutions, we train our employees and raise awareness in order to achieve our targets. EWE gauges its progress by the information security training rate 2, 3.

The Board of Management of EWE AG bears overall responsibility for information security. The Chief Information Security Officer (CISO) of EWE AG represents the information security interests of the Group. Through regular reporting, the CISO makes sure that the managing directors and boards of management of the EWE companies and even the Board of Management of EWE are suitably involved. The decentralised business units are responsible for implementing information security. The managers are responsible for maintaining the security of information and data and adhering to regulations within their fields of responsibility. The companies are assisted by their information security officers in their efforts to fulfil the necessary duties. The IT units also contain IT security officers who are responsible for the suitable implementation of business requirements into the relevant IT systems.

Selected measures in 2017

  • The information security e-learning module developed in 2016 has been introduced by EWE AG and other companies 4.
  • Technical measures have been implemented to identify and defend against attacks on the IT infrastructure.
Information security

2 With regard to approx. 4,700 personnel in EWE AG, EWE ERNEUERBARE ENERGIEN GmbH, EWE GASSPEICHER GmbH, EWE NETZ GmbH, EWE Offshore Service und Solutions GmbH, EWE TEL GmbH, EWE TRADING GmbH, EWE VERTRIEB GmbH and EWE WASSER GmbH

3 The figure is defined as the number of personnel who have been trained in information security through an e-learning unit during the year

4 EWE AG, EWE ERNEUERBARE ENERGIEN GmbH, EWE GASSPEICHER GmbH, EWE NETZ GmbH, EWE Offshore Service und Solutions GmbH, EWE TRADING GmbH, EWE WASSER GmbH, EWE VERTRIEB GmbH; EWE TEL GmbH, BTC Business Technology Consulting AG und BTC IT Services GmbH are still using the previous e-learning module that they already had due to certification requirements

Data protection

EWE undertakes to treat information and data of customers and business partners with care and as confidential, and to adhere to the data protection regulations. Therefore, the data protection regulations in the code of conduct apply during the term of the employment and business relationship and remain in effect afterwards. We have appointed data protection officers for EWE AG and the individual companies.

A data protection e-learning module was introduced in multiple Group companies in 2017. In 2017, the rate of participation in the data protection e-learning module was 44.5 per cent in the relevant Group companies 5.

5 EWE AG, EWE NETZ GmbH, EWE VERTRIEB GmbH, EWE TEL GmbH, EWE ERNEUERBARE ENERGIEN GmbH, EWE GASSPEICHER GmbH, EWE TRADING GmbH, BTC Business Technology Consulting AG, BTC IT Services GmbH


Supply chain

EWE assumes responsibility for its business activities outside of its own sphere of influence, which is why it introduced a supplier code of conduct in 2015. It sets out principles relating to human rights and working conditions, occupational health and safety, environmental protection and the integrity of business.

In 2017, we spent around 1 billion euros on materials and services. Of this amount, around 50 per cent was attributable to regional suppliers 6.

6 The expenses of the EWE companies in Turkey and GTG GmbH have not been taken into account