2016 OBJECTIVES

The objectives for 2016 are shown below.

Telecom Italia S.p.A. – Customers

Area of reference	Indicator	Unit 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	Indicator	Unit of measurement	Actual figure	Target 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	Indicator	Unit of measurement	Actual figure 2015	2016 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

Indicator	Unit of measurement	Actual figure 2015	Target 2017	Target 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	Indicator	Unit of measurement	Target 2015	Actual figure 2015	Status target	Target 2016	Target 2017	Target 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

Sustainability report 2015

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2016 OBJECTIVES