Markets and strategy

We are facing a period of significant change. The mobility market is growing and changing. Digital solutions are massively accelerating this development. New forms of mobility are emerging and car transport is increasingly being questioned. Social structures are undergoing changes: the age gap is continuing to expand; cities are growing and stretching their infrastructures to their limits; rural areas are shrinking but must nevertheless maintain their access to mobility. In order to shape the future, we have further developed our strategy in the most significant areas. The basis for implementing the strategy is restructuring the organization. The entire structure and process organization is consistently adjusted and oriented to the passengers and visitors. The business unit headquarters was changed to a new process model and a new organizational structure. This will also be implemented in the regions from April 2020. The restructuring is actively contributing to the Strong Rail strategy, with its three strategic areas: more robust, more effective and more modern.

• DB Netze Stations is becoming MORE ROBUST: The core of this strategic area is the qualitative and capacitive development of our stations for more passenger growth and more visitors. Because of the targeted shift in the mode of transport, the focus is particularly on the capacity of the stations. By continually optimizing our cleaning and maintenance concepts, we are improving the basic quality of our stations and adjusting the capacity at stations with frequency-­related bottlenecks. We would also like to include the station environment in this consideration.

• DB Netze Stations is becoming MORE POWERFUL: Our processes begin with the customers and their requirements, and we develop solutions to increase customer satisfaction. With the creation of our performance processes, we ensure that our actions are aligned with the needs of our customers and systematically collect their feedback. We implement consistent, end-­to-­end responsibility for all our processes. We focus on the effect on the end customers. The introduction of comprehensive performance management for all organizational units creates transparency about relevant key figures and enables clear control along our customer-­oriented processes. This also includes the continuous application of digital solutions in order to be more efficient in production and operation.

• DB Netze Stations is becoming MORE MODERN: Our services at the station must benefit our customers and improve their stay. Free Wi­Fi at major stations and comfortable resting areas already make it possible for passengers to make good use of waiting times. We continue to expand this offering and achieve steadily increasing availability. We want to strengthen the customer experience at our stations while creating a pleasant quality of stay. For this purpose, we are bringing new offers and services to our stations. Our first step will be to develop specific concepts for 16 future stations and test them by the end of 2020. Since 2018, we have continuously adapted to new passenger information at the stations and want to connect all stations to the new system by 2022. We are realizing new land use concepts and services at the station via the smart city initiative. We are bringing new digital services and products for our customers into development. Thanks to new marketing concepts and the expansion of our sector mix, we are creating attractive product and retail offers.