2016 OBJECTIVES

The objectives for 2016 are shown below.

Telecom Italia S.p.A. – Customers

Area of
reference
IndicatorUnit of
measurement
2016
Target
Customers mobile Activation time for voice service (pre-paid service) – Percentage of valid orders completed within the maximum period laid down in the contract % 97
Customers mobile Activation time for voice service (post-paid service) – Percentage of valid orders completed within the maximum period laid down in the contract % 97
Customers mobile Disputed charges – Ratio between the number of disputed charges in invoices received within the survey period and the number of invoices issued in the same period (postpaid service) % 1.2
Customers mobile Disputed charges – Ratio between the number of disputed charges on pre-paid cards within the survey period and the average number of active SIM/USIM in the same period (pre-paid service) % 1.2
Customers internet Activation time for broadband Internet access services – Percentage of valid orders completed within the date agreed with the customer (active telephone lines) % 95
Customers internet Activation time for broadband Internet access services – Average time of supply (active telephone lines) Days 9
Customers internet Activation time for broadband Internet access services – Percentage of valid orders completed within the date agreed with the customer (telephone lines transferred from another operator on which a broadband Internet access service was already in operation) % 95
Customers internet Activation time for broadband Internet access services - Average supply time (telephone lines transferred from another operator on which a broadband Internet access service was already in operation) Days 15
Customers internet Activation time for broadband Internet access services - Average supply time (telephone lines transferred from another operator on which a broadband Internet access service was already in operation) % 12
Customers internet Broadband Internet access service faults – Average repair time Hours 26
Customers internet Disputed charges - Ratio between the number of disputed charges in bills regarding all Internet access services (received during the survey period) and the total number of bills issued in the same period (broadband access services) % 1.4

Telecom Italia S.p.A. – Other stakeholders

Area of
reference
IndicatorUnit of
measurement
Actual figureTarget 2016
HUMAN RESOURCES TRAINING Training in health, safety and environment issues(1) Training
hours
231,356 165,000
HUMAN RESOURCES TRAINING Training – Training hours per head((1) Training
hours per
head
30.3 30
HUMAN RESOURCES TRAINING Training – coverage (percentage of employees out of the entire workforce who have taken part in at least one training session) % 88 80
HUMAN RESOURCES ACCIDENTS Accidents per 100 workers Number 1.27 1.24
ENVIRONMENT - ENERGY Eco-efficiency indicator((2) bit/joule 4,707 5,300
ENVIRONMENT - ENERGY Self-generation of energy from cogeneration((3) GWh 130 151
THE ENVIRONMENT - ELECTROMAGNETIC
EMISSIONS
SAR qualification((4) % 110 100
THE ENVIRONMENT - ELECTROMAGNETIC
EMISSIONS
SAR qualification of other technologically innovative devices (USB memory sticks, tablets and routers) marketed under the TIM brand Number 6 4

(1) The data includes classroom, online and on-the-job training.

(2) The eco-efficiency indicator was calculated for the Domestic BU net of the activities of the Olivetti Group.

(3) As of 2014, the target is extended to the whole Domestic BU. Note in this respect that cogeneration plants currently only exist in Telecom Italia S.p.A. See the Multiannual Targets table.

(4) This is the percentage of mobile phones/smartphones subject to the SAR (Specific Absorption Rate) qualification. The percentage is calculated on the most widespread and technologically innovative models of mobile phone/smartphones.

TIM Brasil - 2016 Targets

Area of
reference
IndicatorUnit of
measurement
Actual figure 20152016
Target
HUMAN RESOURCES Training (total hours: in class, online and on the job) provided to its own employees, outsourced employees and interns Training
hours
1,085,614 820,000
HUMAN RESOURCES Sustainability training (percentage of employees, outsourced employees and interns out of the total workforce who have taken part in at least one training session on sustainability issues) % 90 90
THE ENVIRONMENT Collection of mobile devices, batteries and other accessories to be sent for recycling Tons 1,192 2
THE ENVIRONMENT Ratio between recycled waste and the total waste generated in the offices % 19 25
SUPPLIERS Suppliers assessed under sustainability criteria Number 357 200

Domestic BU – Multiannual Targets – Digital Inclusion

IndicatorUnit of
measurement
Actual figure 2015Target 2017Target 2018
UMTS and HSDPA coverage(*) % 96 97 //
Next Generation Plan (fixed telephony) cover (**) % >42 >75 84
LTE coverage (*) % >88 >95 98

(*) The percentage refers to the residential population. Coverage values are subject to change based on ISTAT and urbanisations updates.

(**) The percentage is determined by the ratio between the number of properties connected with “cabinets” reached by access optical fibres (or which can be served directly from an exchange if within acceptable distances) and the total number of properties that have or have had active telephone lines in the past.

BU Domestic – Multiannual objectives - Environment

Area of
reference
IndicatorUnit of
measurement
Target 2015Actual figure 2015Status targetTarget 2016Target 2017Target 2018
THE ENVIRONMENT
ENERGY
Total electricity procured and produced GWh 1,980 2,071 x 2,015 1,974 1,925
THE ENVIRONMENT
ENERGY
Self-generation of energy from cogeneration GWh 131 130 x 151 151 151
THE ENVIRONMENT
ENERGY
Eco-efficiency indicator bit/joule 4,700 4,707 v 5,300 6,100 7,250
THE ENVIRONMENT
ATMOSPHERIC
EMISSIONS
Reduction of CO2 emissions from the purchase and
generation of electricity compared to 2014
Tons 695,000 697,500 v 680,000 680,000 680,000