Environmental and social report NSB Passenger Train Division

Transcription

1 Environmental and social report NSB Passenger Train Division 2015

2 The customer comes first ,700,000 A total of 65,700,000 train journeys were completed in Norway with NSB. This represents an increase of 18.4% from CSI Punctuality Punktlighet in i 2015 In 2015, customer satisfaction reached a new high with an index of 73, the highest ever measured. Total punctuality punktlighet 89% % Operator-dependent Operatøravhengig regularitet regularity 99, % % 89% Total punctuality in 2015 was 89%. Operational regularity for NSB was 99.81% This was the same in % Service adjustments in Eastern Norway are in place, and this has resulted in 21.2% more journeys since 2012.

3 We take responsibility for the environment 4000 Between 2012 and 2015 we have saved society emissions totalling 935,019 tonnes. This is the volume of CO 2 e that would otherwise have been generated if passengers had used their cars. This equals the volume of 4,000 royal palaces. 71 trains From 2013 and up to 2015, 71 new Flirt trains have been commissioned. Even with more departures, this has resulted in an improvement in total energy efficiency of around 10%. 100% 100% of the power for electric trains comes from guaranteed renewable energy sources. 20% Approx. 20% of power consumption is recovered from energy generated from braking. UPDATED ILLUSTRATION! 99.7% 99.7% of all paper purchased in recent years is eco-labelled. -27% Paper purchases have been reduced by 27% compared to BUY 11 years Our environmental work was ISO certified as early as 2005 and has now been certified for 11 years. NSB was one of the first companies in the world to implement the new international environmental and energy standards for new trains. All trains put into use in 2015 have an outstanding environmental performance. PLAN IMPLEMENT The NSB Passenger Train Division's head office is part of the NSB Group's BREEAM Excellence-certified head office.

4 We must thank our customers who have made us even more eco-friendly 1.4 million In 2015 the NSB app was downloaded 1.4 million times. One in four customers buys tickets via the app. This has made it one of the most popular trains apps in the world. 255,040 tonnes of In 2015 train passengers saved society 255,040 tonnes of CO2 if the alternative had been to travel by car. This equals the volume of CO2 that would have been taken up and converted into oxygen by all the forests in Rogaland county. NSB invests its profits ,208,000,000 kr In 2015 the operating profit was 1.2 billion, compared with the previous record of NOK 695 million in saw a negative operating profit of NOK 4 million. Half of the profit is returned to society. The remaining profit is invested in collective solutions, primarily in more eco-friendly, robust and comfortable trains. 50% 50% Environmental and social report

5 NSB employees are very satisfied POINTS Employee satisfaction at NSB is high and is eight points above the national average for the transport sector. 23,609 Narvik In 2015 the NSB Centre of Excellence completed 23,609 course days in technical development of our driving personnel and 430 course days for managers. The transport sector NSB Kristiansand 3,400 In 2015 NSB had 3,400 employees from Narvik in the north to Kristiansand in the south. The backbone of a smart transport system Seamless travel The train plays an important role in smart and well-functioning hubs. Together with buses, trams, bicycles, cars and other modes of transport, the train ensures flexible interaction. Customers want a journey that is as seamless as possible. In 2015 NSB had fare agreements with eight counties and is in dialogue with several other counties. Environmental and social report

6 Contents Environmental and social report Environmental and social report 2015

7 Contents Contents Tom's corner Our best result ever 8 10 Our social responsibility Our contribution to avoiding transport Our contribution to changing transport Our contribution to improving transport Our responsibility as an employer Our environmental responsibility Our environmental management Our environmental communication Our environmental impact Performance indicators Environmental and social report

8 Tom's corner "Great demands are imposed on big companies with regard to social responsibility, and NSB is ready to meet these demands in a reformed sector, too" Tom Ingulstad Environmental and social report

9 Tom's corner This is the NSB Passenger Train Division's environmental and social report for The report can be seen as a supplement to the NSB Group's social report for The report elaborates on what the NSB Passenger Train Division is doing to safeguard the enterprise's environmental and social responsibility was a very good year for NSB. The year that records were broken. Never before have so many people travelled by train and never before have customers been so satisfied. Operating profit in the NSB Passenger Train Division was the best ever, and major investments have been made in developing the train service. The more people choose NSB, the more able the enterprise is to work towards a better environment. This means that all activities that improve the train service and make it more attractive to the customer will also make NSB more eco-friendly. In 2015 the travel planner "Tidr.no" was launched and the NSB app was on the Apple watch before the watch went on sale in Norway! More than a quarter (28%) of tickets are purchased via the app. Apart from working to ensure that as many people as possible travel by train, NSB also takes the other aspects of its environmental work seriously. The NSB Passenger Train Division has been ISO certified since This means that our environmental work is of an international class, and the standard requires continuous improvement. And it gets better. NSB's energy work is a global leader in the railway sector. In 2015 "My energy" was launched, a tool that allows train drivers to monitor their own energy consumption. This was also the year that the fruits of the stringent energy requirements that were imposed on the Flirt trains were reaped, and the trains ran more energy efficiently than ever before. In December the NSB Passenger Train Division carried Norwegian participants in the UN climate conference in Paris on their own train on the Norwegian leg of the journey, from Oslo to Gothenburg. NSB is now facing a railway reform that will completely change the company's role in passenger traffic with trains. The development of the basic elements of an attractive train service and the procurement of state-of-the-art and eco-friendly rolling stock will become the responsibility of a directorate and a new rolling stock company. Thus, the number of areas in which NSB can impact the environment will be reduced. But not eliminated. The government as contracting party should impose stringent environmental requirements on players in the sector. It would also be a good idea to give competitive points to those companies that can show documented and outstanding environmental work. In a market in which contracts are competed for it is the contracting party that sets the agenda for what the competing companies prioritise beyond pure cost efficiency and direct sales-promoting activities. NSB shall continue to be a major player within the Norwegian and Scandinavian transport and travel sector. Great demands are imposed on major players with regard to social responsibility, and NSB is ready to meet these demands in a reformed sector, too. Tom Ingulstad Environmental and social report

10 Our best result ever The Group's annual accounts' version of the Passenger Train Division Our best result ever from the Group's annual report of 2015 Traffic growth This good result is linked to a strong growth in traffic in There is a two-fold explanation to the traffic growth. A good year for tourism saw more journeys on inter-city trains. In addition, an expanded train service, primarily in Eastern Norway, has generated more passengers. NSB has worked for several years to achieve departures every ten minutes between Asker and Lillestrøm saw the first complete year of operation of such a service. The Sørland Line and the extended Trønder Line to Melhus are other examples lines with more departures in The increased service has also generated more passengers on these lines. More trains In Eastern Norway in particular, customer flow during the rush hour is so great that onboard space is constricted, even though more and longer trains have been put in service. It is therefore gratifying that NSB has received residual value insurance for the purchase of 44 new trains. Up to 2020, a new train will be put into service every month. These will replace the ageing trains on the Voss and Gjøvik Lines and will be operated as double multiple units during the rush hour on several lines in Eastern Norway. Better alternative travel The upgrading of railway infrastructure affects NSB's train service in terms of both planned and unplanned planned service disruptions. This is what customers are least happy about when they travel with NSB. Work on improving alternative means of travel is therefore a matter of priority. For the customer, this is about receiving advance notice, first-line staff who can offer guidance and a good alternative journey to the final destination. It would be preferable if alternative means of travel could be avoided, to the benefit of the train. It is positive, however, that customer feedback was noticeably better after the summer closure of the railway in 2015 compared to the summer closure of National travel planner This digital development forms an important part of the NSB Passenger Train Division. The NSB app has been the preferred method of payment for passengers, and improvements and additional services in the app are presented frequently. In 2015 the pilot version of Tidr.no was rolled put in Østfold county. This national travel planner helps the user find journeys via train, bus, tram and metro throughout Norway. Even better train service The goal for 2016 is an even better train service for passengers. A more seamless connection from the Østfold Line towards Bærum and Asker and extra rush-hour departures from Hamar were introduced in December This success can be attributed to laborious and systematic work. In the next chapters we will attempt to explain more about the background to this success. Environmental and social report

11 Our best result ever The Group's annual accounts' version of the Passenger Train Division The NSB Passenger Train Division delivers its best result ever in A good result provides the financial freedom to manoeuvre, continue investing and expand services. - from the NSB Group's social report of 2015 Environmental and social report

12 Our social responsibility Our social responsibility The NSB Passenger Train Division is part of the NSB Group. The Group's main objective is to create value for its owners and for society by ensuring effective, accessible, safe and eco-friendly transportation of passengers and goods. The NSB Passenger Train Division complies with NSB Group guidelines regarding the practice of social responsibility. In this section we will demonstrate how we work to reduce the environmental impact of the transport sector and contribute to sustainable development. Environmental and social report

13 Our social responsibility The UN's strategy for sustainable development in the transport sector in a green economy is based on the following fundamental principles: "Avoid-Shift-Improve". These principles form the basis of the structure of this report and show how the NSB Passenger Train Division practises its social responsibility. Avoid transport The first principle of the UN's strategy is to reduce the amount of polluting transport by avoiding it completely or by reducing demand and need. Change transport mode The second principle is to change to modes of transport with less CO₂ emissions such as public transport, cycling and walking. Improve transport The third principle is to improve the efficiency of transport modes and systems. Environmental and social report

14 Our social responsibility Our contribution to avoiding transport Our contribution to avoiding transport The population of Norway is increasing rapidly. A growing number of people want to live in cities and city centre areas and more and more businesses establish themselves near city centres. The development of cities and densely populated areas that takes into account optimal hub and station solutions forms the basis of smart public transport. This enables people to choose public transport, cycling and walking in preference to the car, thereby reducing the demand and need for polluting forms of transport. Environmental and social report Environmental and social report

15 Our social responsibility Our contribution to changing transport Area efficiency Hub development and area efficiency to "avoid transport strategies". Smart area planning and smart railway stations can contribute to enhanced accessibility so that people can access what they want where they need it. For example, if a commuter can purchase basic goods at a train station on the way home, he/she can save a car journey. NSB is facilitating an optimal balance between public space, retail trade, service and business areas. The NSB Passenger Train Division's contribution is to supply the hubs with a high-frequency and reliable train service and to facilitate a vibrant public transport system. Hub development During 2015, hub cooperation has become more project-related. This has resulted in a higher focus on implementation, specific results and solutions. The technical resources available to the parties are largely "tried and trusted", regardless of regional orientation. This is an asset in the work to identify the right solutions. These types of projects often have a time frame that runs over several years. The first phase is primarily about exploring possibilities of creating optimal public transport hubs that contribute to sustainable development. Environmental and social report

16 Our social responsibility Our contribution to avoiding transport Hub projects in 2015 Here is a selection of the key hub projects in 2015: Geilo Outdoor areas and the station's link to the town centre have been completed. The next phase is to establish bridges/walkways and access to tracks and lift area. Voss The plans were all but completed in New terminal buildings will be linked to underpasses and access to tracks, and to the new cable car. This will commence operation in Hokksund and Mjøndalen Planning work will be started under the direction of the NNRA. Feasibility studies have been completed. This shall be seen in connection with the NNRA's doubletrack project from Gulskogen to Hokksund and the potential for increased frequency. New Lierstranda An architect competition/parallel assignment for station/station area was carried out. The station including its location "Fjordbyen" (Fjord City) and a new hospital are all key to the overall solution. Oslo Central Station ROM and the NNRA took the initiative to jointly establish the project with the goal of submitting the development plan in spring A steering group was established. Other hub projects in 2015 were Oslo Airport, Bergen, Trondheim Central Station, Otta, Drammen and Kongsvinger. NSB has also been actively involved in the Eastern Norway collaboration where the focus has been on "standardising" public transport and defining the responsibilities of the respective parties. The county councils play a central role in the process. Environmental and social report

17 Our social responsibility Our contribution to changing transport Our contribution to changing transport The train is crucial to ensuring that the transport sector is able to change to low-emission solutions. The greater the number of passengers who chose the train in preference to the car or plane, the lower the total CO₂ emissions from the transport sector. The train is of particular importance in order to slow down the large growth in car transport. The train also offers a number of other benefits to society, such as fewer road accidents, better navigability, increased air quality, less noise and better quality of life and health. From this perspective, all activities that result in more people choosing the train will help to strengthen our environmental contribution and justification. Environmental and social report

18 Our social responsibility Our contribution to changing transport Expanded train service The main objective of the NSB Passenger Train Division is to persuade more people to choose the train by offering well-functioning and attractive train services. This includes more departures, more trains and better seamlessness with bus services to and from stations. New passenger record NSB set a new passenger record in million journeys were completed with NSB passenger trains, an increase of 6% compared to Major growth in Eastern Norway NSB has laid the foundations for an increase in train traffic in Eastern Norway with new trains and a new timetable that meet passenger needs better than before saw the first complete year of operation with the new train service. Since the service changes in 2012, the NSB Passenger Train Division has put 71 new trains into service. Local trains in the Oslo area account for 80% of the growth. NSB's local trains in the Oslo area registered just under 44 million journeys in 2015, an increase of 7.3% compared to Thus, around 3 million more journeys were made in 2015 by local train commuters. This increase represents around 80% of NSB's total growth in the number of journeys in This says something about how important a good local train service is in and around the capital city. Positive developments on inter-city trains. On the long sections of line, the Dovre Line and Bergen Line in particular have shown positive development in the number of journeys, with an increase in day trains of 6.8% and 7.2% respectively. The increase in traffic in the Trøndelag region continues, while increased activity in tourism has also resulted in growth on longer journeys. Environmental and social report

19 Our social responsibility Our contribution to changing transport The changes we want to see in the future must start now The reason why so many people are choosing to use the train today can be traced back to work that started as far back as At the time, NSB asked the following question: How do we ensure that as many people as possible choose the eco-friendly train as their travel solution? The solution was described as wishful thinking: A train every ten minutes between Asker and Lillestrøm. In 2007 NSB ordered the new Type 74/75 trains, better known as Flirt. Dependable, comfortable, eco-friendly and quiet-running trains that provided space for many new train passengers. In 2012 it was time to roll out the new timetable. Train customers in the Oslo area benefited from more frequent departures, and every 3rd week a new train was put into operation. The highlight was when Høvik station opened in December Finally, the vision of a train every ten minutes between Asker and Lillestrøm became a reality. Environmental and social report

20 Our social responsibility Our contribution to changing transport Better and more accessible information The NSB app is one one of the most popular train apps in the world. Surveys show that customers who buy tickets via the NSB app are the most satisfied. By the end of 2015 the NSB app had been downloaded 1.4 million times. One in four customers buys tickets via the app. This has made it one of the most popular trains apps in the world. On one day in January, tickets to the value of over NOK 100 million were bought on the app. Digital tickets save society and NSB large amounts of paper, and in June we waved goodbye to printed timetables. The NSB app was among the first apps on the Apple Watch. The app is being continually developed. As well as making improvements and rectifications based on user feedback in 2015, the app received a seat selector, payment via fingerprint on ios, travel card reading via NFC on Android, options to pay via gift cards and a ticket widget for ios. In April NSB was one of the very first companies in Norway to launch its app on the Apple Watch. Improved information about service disruptions The upgrading of railway infrastructure affects NSB's train service in terms of both planned and unplanned planned service disruptions. Work on improving alternative means of travel is therefore a high priority. It would be preferable if alternative means of travel could be avoided, to the benefit of the train. Did you know that... In 2015 NSB carried out a customer survey which indicated that very few people, just 4% of the population, used printed timetables. People aged 60 and over in particular have shown themselves to be keen users of the app and replied that they very rarely used printed timetables. They were also very satisfied with the NSB app and found it easy to find train information. NSB on social media NSB is active on Twitter and Facebook. We have 125,000 people following us on Facebook and on Twitter we have posted an average of 3,500 tweets every year since The NSB Passenger Train Division is continuously working to improve the flow of information to its customers during service disruptions. In 2015 we can announce the following milestones: Project "Alternative Travel" was started in 2015 with the goal of improving alternative means of travel for the customer. Nsb.no has been updated with a new homepage that includes train punctuality and provides better information in the event of service disruptions. Information about punctuality and service disruptions has been implemented in the NSB app. SMS messages to customers who subscribe to information on service disruptions. Environmental and social report

21 Our social responsibility Our contribution to changing transport A better travel experience The NSB Passenger Train Division has improved the travel experience for its customers and transformed the journey into more than just a way of getting from A to B. For commuters the goal is to offer seamless travel with minimal journey times. For passengers on longer routes NSB would like to make the train journey a part of the experience. Based on customer trends and thorough knowledge of customers' wishes and needs, NSB is continually developing new solutions to help customers before, during and after the journey. Environmental and social report

22 Our social responsibility Our contribution to changing transport Before the journey "Tidr is a travel planner that takes you all the way from where you are to where you want to go. It also tells you how far it is to the nearest bus stop and how long it will take from there to the train station" Head of NSB's sales channels Tidr makes it easier to plan the journey In autumn 2015 the national travel planner Tidr.no was launched. It offers an overview of every mode of public transport in Norway. The goal of Tidr.no is to help passengers plan their whole journey, from door to door, by combining various modes of public transport. Easier to buy tickets Current trends indicate that customers like to serve themselves. NSB makes this possible by offering them self-service via the NSB app, nsb.no and ticket machines at increasingly more stations. The degree of self-service has doubled in five years and passed the 82% mark in Customers are satisfied with the Customer Centre Our Customer Centre provides information and sells tickets to customers who require manual service. Surveys show that 90% of customers are satisfied with the service and they way they are treated. 70% % 6% % Customer Kundesenter centre Selvbetjening Self-service Customer Kundesenter centre Selvbetjening Self-service Environmental and social report

23 Our social responsibility Our contribution to changing transport "All our customers on local trains and inter-city trains get an exciting experience as part of the deal. Art at the station and on the train help make the journey an even better experience" Sales and marketing manager on the Dovre Line in connection with a dance event at Trondheim station in December During the journey 100,000 people have downloaded the NSB Entertainment app In 2014 NSB launched its entertainment app in which customers could download audio books, podcasts, music and newspapers even when not travelling by train. By 2015 more than 100,000 people had downloaded the entertainment app. Many people use the app to read the newspaper, for example. Local food on our long-distance trains More than 60% of NSB's customers state that the catering service on trains is an important part of the journey. NSB Kafé is the NSB Passenger Train Division's café concept, available on all inter-city trains and offering customers a selection of food and drink. In line with customer expectations, in 2015 NSB Kafé launched a menu based on Norwegian tastes and local, seasonal produce. In doing so, NSB introduced a more eco-friendly menu. The menu was developed in collaboration with the Norwegian Culinary Academy. Environmental and social report

24 Our social responsibility Our contribution to changing transport Customer satisfaction Customer satisfaction at NSB is measured twice per year on all lines on which NSB operates trains. There are around 5,500 respondents per survey, and the forms are distributed on the trains. The survey is based on an international standard index as an indicator (CSI) of overall satisfaction. Environmental and social report

25 Our social responsibility Our contribution to changing transport After the journey Customer feedback is crucial to the NSB Passenger Train Division's development of train services, travel experiences and customer information. We therefore conduct a number of surveys among our customers and the general population. Here are a selection of results from New high for customer satisfaction In 2015, customer satisfaction reached a new high with an index of 73, the highest ever measured. This is a good result which tells us that our clients are generally satisfied with our service and what we deliver. The results from customer satisfaction surveys show that a reliable train service is what is most important to customers. Customers' experience of alternative means of travel Each year NSB asks its customers how they experience service disruptions and the availability of information. Customers' experience that information in the event of service disruption is primarily available at the station, on board the train and via the NSB app. Customer feedback was noticeably better after the summer closure of the railway in 2015, compared to the summer closure of This was the result of an extensive project "Sporbrudd", which started in 2015 with the goal of improving alternative means of travel for the customer. Punctuality Regularity and punctuality are the most important factors to customer perception of NSB and of the train as a means of transport. In 2015 the overall punctuality of NSB passenger trains was 89%. Regularity Regularity is about the extent to which planned production is implemented. Regularity is measured as a percentage of completed departures in relation to the number of planned departures, according to the set timetable. Operatordependent regularity for which NSB is responsible was 99.8% in Feedback and refunds The service centre handles feedback and applications for price reductions and/or compensation in connection with delays. In 2015 major service disruptions resulted in a high level of inquiries and a longer response time than usual. 77% of customers were satisfied with the service, a drop of 6% from the previous year. NSB Labs NSB Labs is an interactive service in which customers and other interested parties are invited to put forward improvement proposals and new ideas for the NSB Passenger Train Division's services. It was launched in 2013, and more than 100 ideas were received during the first year. In 2015 NSB Labs was expanded into a portal where NSB could describe the new developments it was working on and invite users to submit feedback about this. Environmental and social report

26 Our social responsibility Our contribution to changing transport Guitar train Ski-waxing train Knitting train Ghost train History train Gourmet train Literature train with the Crown Prince Jan-Thomas train Story time on the Bergen Line Children's train and fire safety Youth cultural exhibition Think train Dancing at Trondheim Central Station Environmental and social report

27 Our social responsibility Our contribution to changing transport Themed trains Guitar train 7/2: Two guitar teachers and 10 passengers had one goal in mind on this day: To learn how to play the guitar by the time the train arrived in Bergen. In Bergen the students would go straight on stage and play together with Magnus Grønneberg from CC Cowboys. Ski-waxing train 28/2: The ski-waxing train sets off for Finse a waxing cabin on rails, fully loaded with keen skiers who want improve their glide. Knitting train 14/3: Novice knitting enthusiasts had a great time creating something with needle and yarn, while also relaxing on board the train to Bergen. Ghost train 10/4: The ghost train ran from Oslo Central Station to Bergen. On the evening in question an extra carriage was coupled to the night train, and actor Thorbjørn Harr read aloud from one of the most popular books ever published in Norway: "Lake of the dead" History train 9/5: On the journey across the mountains to Bergen, Frank Aarebrot explained the significance of the railways to Norway and shared stories inspired by what he saw though the train window during the journey. Gourmet train 10/5: Together with the Norwegian Culinary Academy, we decorated the restaurant carriage in the style of the inter-war years and offered the best local food available on the Bergen Line. Jan Thomas train 30/5: The Jan Thomas train chugged its way across the Hardangervidda plateau. Passengers on board the train were introduced to new and hitherto undiscovered aspects of themselves. Upon arrival in Bergen a catwalk awaited along with many excited spectators. Cultural experiences Literature train with the Crown Princess 26/5: True to tradition, the Norwegian Literature Festival, in collaboration with NSB and the Dagbladet newspaper, organised a literature train from Oslo to the festival in Lillehammer. A new addition to 2015 was the poetry train from Trondheim, which gave the people of Trøndelag the chance to have a literary start to the day. Her Royal Highness the Crown Princess also took part. Her journey on behalf of the world of literature continued to Hamar after she had visited Lillehammer. Story time on the Bergen Line 9/6: There was a great atmosphere on the Bergen Line when artist and illustrator Helge Ryo-Bergstad and his wife Gjertrud entertained both young and old in the family carriage. Children's train and fire safety 17/6: NSB and the Fire Bear ran a special train along the beautiful Rauma Line for as many as 160 children from kindergartens in Rauma. As well as witnessing the magical nature through the windows, the children got to learn about fire safety during the journey. Young talents 19/6: The UKM (Norwegian Youth Festivals of Art) virtually took the festival onto the train when participants from four counties travelled to Trondheim with both concerts and dancing at the station and on board. September Think train with Jason Box 24/9: Jason Box, glaciologist and one of the world's leading experts on the Greenland Ice Sheet, immersed himself in climate issues and posed questions as to whether the ice is melting faster than we think. The Think train was the result of a collaboration between NSB, NRK, Elvebakken Upper Secondary School and the company, Tenke. The 6.5 hour train journey was also transmitted as a 2-hour TV programme. Dancing at Trondheim Central Station 16/12: - Students of dance at Trøndertun College danced for passengers at Trondheim Central Station and gave them an exciting experience into the bargain. The students had previously made a spirited contribution to the opening of the Trønder Line to Melhus and on the Dance train on the Dovre Line in Environmental and social report

28 Our social responsibility Our contribution to changing transport Environmental and social report

29 Our social responsibility Our contribution to changing transport Car-free day The biggest traffic experiment in Norwegian history In connection with World Car Free Day, NSB collaborated with NAF, NHO, Ruter, Telenor and Ikea on the biggest traffic experiment ever. Car-free World Car Free Day is organised every year as part of the European Mobility Week. More than 2,000 cities throughout Europe took part in 2015 under the motto "Choose. Change. Combine" and encouraged people to combine different forms of transport in one journey. NSB offers free travel every year on its local train between Stavanger and Egersund in connection with this event. The experiment involved taking cars off the E18 highway and switching to bicycles, buses, trains, car-sharing with a neighbour or perhaps working from home, thus contributing to a queue-free morning. As well as the timetable's nine train departures from Drammen and twelve from Asker each hour during the rush hour, NSB also created extra capacity on this day so that everyone could get a seat. NSB encouraged everyone to take part regardless of where they lived by using flexible working hours, car-sharing with neighbours, bikes or travelling on public transport. Environmental and social report

30 Our social responsibility Our contribution to improving transport Our contribution to improving transport Technology is developing at a furious pace, and it is essential that the railway sector keeps up with the advances. The train's service life requires forward-looking environmental requirements. With the introduction of the new Flirt trains, NSB is offering more eco-friendly and energy-efficient journeys and improved accessibility thanks to a greater focus on universal design. Environmental and social report

31 Our social responsibility Our contribution to improving transport New eco-friendly and energy-efficient trains By the end of 2015 NSB had put into service a total of 71 new Flirt trains, 28 of them Type 74 trains and 43 of them Type 75 trains. This train type has been in operation since December During 2016 NSB will have taken delivery of a total of 81 Flirt trains. In the national budget for 2016 NSB received residual value guarantee insurance for the purchase of 44 new trains. The trains are scheduled for delivery from 2018 to This will ensure continued renewal of rolling stock and service growth in the coming years. Stringent environmental requirements for the new trains Stringent environmental requirements will be imposed following the purchase of the new trains to safeguard the cradle-to-grave principle and ensure resource-efficient operation. The environmental requirements were drawn up via a ground-breaking international collaboration between train operators and train manufacturers. Requirements for the train's energy performance were based on a brand new version of what is currently an international standard for technical energy specifications when purchasing new trains. The standard was a result of a four-year EU project, Railenergy, which studied how energy efficiency could be improved in the different parts of the railway system. The project studied and validated all identified measures within energy efficiency, from the development of new trains and innovative technologies within tractive power to strategies for infrastructure and train operation. NSB and the Swiss SBB were the first train companies to adopt these requirements when purchasing new trains. Did you know that... Work on the acquisition and design of the new NSB trains has possibly been Norway's most comprehensive and radical design process ever. The development process involved up to 100 people over two years, and NSB challenged both the train manufacturer and itself. Older trains will be upgraded NSB is renovating all 20 of its Type 73 trains as part of a so-called "mid-life upgrade". The aim of the upgrade is for customers to also experience excellent quality in older trains. Externally the trains will be given the same colour and design as the Type 74/75 Flirt trains. As well as being thoroughly renovated internally, the trains will receive a new passenger system and new flooring. New comfortable seating that meets new European fire requirements will make the trains even safer, while new LED lighting will make the trains even more energy efficient. The trains will enter service on the Sørland Line, Dovre Line and Østfold Line. The first upgraded trains were ready for use in 2015, and the next batch of upgraded trains will arrive in In 2015 upgrading will also start on trains in the 69 D series. This means that trains Environmental and social report

32 Our social responsibility Our contribution to improving transport 2011: Red Dot Design Award, Design Zentrum Nordrhein Westfalen 2012: Design for all award, Norwegian Design Council 2012: Mark for Good Design award, Norwegian Design Council 2012: Special Award for Good Design, the Norwegian Design Council's award for universal design 2013: "Design that Makes a Difference" 2014: "Design that Makes a Difference" Silencer of the year 2015: Silencer of the year, the Norwegian Association Against Noise Environmental and social report

33 Our social responsibility Our contribution to improving transport on the section of line between Bergen and Voss will be given a facelift to include new Flirt seats, amongst other things. Electric trains replace diesel trains on the Bratsberg Line In 2015 intense local lobbying resulted in the diesel trains used on the hour-long journey from Notodden to Porsgrunn being replaced by electric trains. Using the old Notodden station instead of the new terminal that was missing the overhead contact line system gave passengers on the Bratsberg Line access to a more modern and eco-friendly train service. The NNRA and Notodden municipality are working to electrify the remaining 700 metres of railway line. It is planned that the line will be ready in the course of 2016/2017. Better signalling system The European Rail Traffic Management System (ERTMS) is a standardised, international railway signalling system that will replace the current national system. ERTMS contributes to a better communication flow between operator and infrastructure manager. The aim is a more efficient railway with better punctuality and energy efficiency. In Norway the NNRA and NSB Passenger Train Division are cooperating on the introduction of the system. After extensive testing and thorough training, the first passenger-carrying train with the new system ran from Mysen on 31 August. Did you know that... It is estimated that the transition to electric rolling stock will represent annual environmental savings of 150,000 litres of diesel fuel. Did you know that... The signalling system is about communication between the trains and the infrastructure. In Norway this is the responsibility of the NNRA. Universal design As a carrier, the NSB Passenger Train Division is responsible for ensuring that train travel is accessible to as many as people as possible. Universal design has been given a high priority by NSB and is being achieved by removing old obstacles and avoiding new ones. Universal design is taken into account, assessed and included in all projects in which it is relevant. In areas where no planned projects have been scheduled, NSB will assess whether there are options to implement smaller measures that can increase accessibility for everyone. This is also being carried out in collaboration with disabled people's organisations. NSB has many different types of trains in service, with a significant proportion of older types of train. The greatest challenge with regard to universal design is when boarding and alighting the train, especially for wheelchair users. This naturally applies to older trains with different entry heights. Thus, the challenges will eventually diminish as the older trains are phased out and replaced by new train types that feature universal design. The effect is strongly dependent on platforms and stations being upgraded by the infrastructure management. Environmental and social report

34 Our social responsibility Our contribution to improving transport Environmental and social report

35 Our social responsibility Our contribution to improving transport NSB has drawn up a concept description for universal design. The concept description emphasises the purpose and main principle of NSB's work in this area. Below are the measures implemented in Training of on-board personnel Universal design and factors that are of importance to disabled passengers are included in the training of on-board personnel. Follow-up of procedures was implemented in 2013 and continued in 2014 and Upgrading of older trains: Type 5, Type 7 and Type 69CII All upgrade projects (Type 5, Type 7 and Type 69CII) have been completed, and the trains have been phased in and put into service. Upgrading of older trains: Type 73 In 2012/2013 NSB assessed various ways of renovating the Type 73 trains. Universal design was taken into account in the assessment, and renovation commenced in The phasing in of the newly renovated Type 73 trains started in 2015 and will be concluded during Marking of priority seats A plan has been formulated for marking priority seats in accordance with TSI-PRM on most of NSB's older inter-city trains (Type 70). The signage was implemented in External participation NSB participates in several regular fora and attended the following meetings in 2015: Contact forum for universal design on public transport (SD) Contact group for disabled train passengers (NNRA) Inter-agency network for universal design (SVV) User participation NSB was also invited in 2015 to give lectures to user organisations and other stakeholders. In 2015 NSB collaborated with disabled people's organisations on relevant issues such as assessment of boarding problems, animal-free services, and catering for guide dogs and service dogs. Environmental and social report

36 Our social responsibility Our responsibility as an employer Our responsibility as an employer As an employer, the NSB Passenger Train Division has a social responsibility for offering jobs and development opportunities to 3,400 employees. We have our own Centre of Excellence, company health service and are an IW company (inclusive workplace). Environmental and social report

37 Our social responsibility Our responsibility as an employer Employee satisfaction above the national average Employee satisfaction at NSB is high, and is significantly above the national average for the transport sector (72 points compared to 64 points). Work content, involvement, sense of pride and loyalty are areas that score particularly highly, and very few employees leave the company (1.9%). NSB Centre of Excellence The NSB Passenger Train Division has its own Centre of Excellence for training and in-service training, extensive course programmes and a programme for manager development. In 2015 the NSB Centre of Excellence completed 23,609 course days in technical development of our driving personnel and 430 course days for managers. NSB is an IW company In 2014 NSB extended its inclusive workplace (IW) agreement until NSB entered into an agreement on a more inclusive workplace (IW agreement) as early as autumn The agreement on a more inclusive workplace (IW) obligates the employer and employee to work systematically together to achieve one or more of the following goals: reduce sick leave make provision for older employees include employees with reduced mobility Did you know that... During a recruitment drive in November 2015 there were 845 applicants for 22 positions as trainee conductors at the NSB Passenger Train Division. The NSB Passenger Train Division wants to be an inclusive employer. In 2015, 6.6% of the workforce had an immigrant background at NSB AS (NSB AS including the NSB Passenger Train Division and Joint services). Sick leave in 2015 totalled 7.2% (short-term sick leave 2.5% + long-term sick leave 4.7%). Employee organisations and NSB management have agreed to prioritise work on reducing sick leave. The work is being carried out with support from the occupational health service and NAV Workplace Centres. Environmental and social report

38 Our social responsibility Our responsibility as an employer "When more women discover that this is a great profession, word seems to get round". Female train drivers on the Bergen Line Did you know that... NSB's Company Health Service has traffic medicine as its speciality, particularly with regard to safety tasks on the railway and at terminals. This involves consultation and health assessments in accordance with regulatory requirements across a number of regulations for personnel who perform safety tasks within the transport sector. NSB's Occupational Health Service NSB's Occupational Health Service comprises a large multidisciplinary team with extensive experience and wide-ranging skills. NSB's Company Health Service is available to companies within the NSB Group and their employees, covering everything from health issues and lifestyle changes to professional follow-up following crises, accidents and incidents. The Company Health Service includes doctors, nurses, organisational psychologists, occupational hygienists, ergonomists, physiotherapists, HSE consultants and secretaries servicing seven offices from Kristiansand in the south to Narvik in the north. NSB on top 100 list of Norway's most attractive employers Women Kvinner Menn Universum announces the award for Norway's most attractive employers, assessed by Norwegian university and college students. In 2015 NSB was on the top 100 list. In the "Finance" category, NSB rose from the previous year's 78th place up to 72nd in 2015 and in the "technology" category NSB moved up to 78th place from 83rd place in Gender distribution at NSB The ladies take over the Bergen Line The role of train drivers has traditionally been a maledominated occupation. NSB has encouraged more women to apply for train driver jobs. In 2015, 64 out of 944 train drivers in the NSB Passenger Train Division were women (7%). However, in 2015, for the first time in history, two of these women became train drivers on the Bergen Line. This was duly celebrated with cake and flowers. Environmental and social report

39 Our social responsibility Our responsibility as an employer Introduction of train tablets The introduction of tablets literally lightened the load of train personnel in The tablets replace heavy bags with service timetables that had to be kept updated all the time. The tablet contains all information about the train service, and the information is continuously updated. Employees can also follow NSB's intranet, apply for holidays and check their salary from the tablet. A total of 2,700 tablets have taken over this function. Train drivers get their own personal application In collaboration with Enova, the NSB Passenger Train Division has developed "Min Energy" (My Energy), a personal tool that enables train drivers to monitor their own energy consumption and punctuality en-route. The application was launched in September 2015 as the first of its kind in Europe! The application will help achieve the ambitious goal of reducing energy consumption by 15% from Did you know that... Digitalisation is also financially profitable. The cost of purchasing the tablets, equal to NOK 10 million, had already been recouped by 2015 as service timetables were no longer being printed. Read more Read more about the NSB Passenger Train Division's energy efficiency work and "Min Energi" on page 58 of this report. Environmental and social report

40 Our social responsibility Our responsibility as an employer Materiality analysis In 2015 work started on the process of developing the follow-up to the Group's strategic environmental plan, with the working title "NSB Passenger Train Division's Environmental and Social Strategy ( )". As a foundation for the strategy, a materiality analysis was carried out. The aim was to determine what was most critical to our work on environmental and social responsibility in order to meet the NSB Passenger Train Division's business objectives. During the process, internal and external stakeholders were included in order to assess expectations and to verify what was most critical to ensuring that the NSB Passenger Train Division would meet expectations. Stakeholders Owner Ministry of Transport and Communications Expectations Profitability, returns and quality of delivery Customer satisfaction and contribution to the development of public transport Social responsibility and that NSB reports on same Customers Individual customers, Ministry of Transport and Communications (public procurement) Extensive service, regularity, punctuality and safety Enhanced seamlessness and universal design Employees Employees at NSB Attractive employer and a good working environment Customer satisfaction Suppliers and collaborating partners Norwegian National Rail Administration, Ruter, Ministry of Transport and Communications Optimisation of train service Reduce scope of service disruption of significance to traffic flow Efficiency of delivery National and local authorities Norwegian Railway Authority, Norwegian Environment Agency, municipalities and counties Seamless travel and attractive public transport Safety and environmental performance Interest groups/local communities Business interests, consumer, environmental and charitable organisations Predictable collaborating partners (incl. punctuality and regularity) Hub development, universal design Environmental performance Media National and local press Safety, regularity and punctuality Customer satisfaction Environmental and social report