The results achieved are shown below, compared to the objectives published in the previous sustainability Report for the year 2016 and in relation to the Customers stakeholder only, forthe year 20151.
TIM S.p.A. – Customers²
|Area of reference||Indicator||Unit of|
|Target 2015||Final result|
|Activation time for voice service (pre-paid service) – Percentage of valid orders completed within the maximum period laid down in the contract||%||97||100||V||97|
|Activation time for voice service (post-paid service) – Percentage of valid orders completed within the maximum period laid down in the contract.||%||97||100||V||97|
|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 (post-paid service).||%||1.2||0.37||V||1.2|
|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||0.30||V||1.2|
|Activation time for broadband Internet access services – Percentage of valid orders completed within the date agreed with the customer (active telephone lines).||%||95.0||97.6||V||95.0|
|Activation time for broadband Internet access services – Average time of supply (active telephone lines).||Days||9||6||V||9|
|Broadband Internet access service faults – Average repair time.||Hours||26||18||V||26|
|Disputed charges – Ratio between the number of disputed charges in invoices regarding all Internet access services (received during the survey period) and the total number of invoices issued in the same period.||%||1.40||0.42||V||1.40|
|CUSTOMERS IPTV||Disputed charges – Ratio between the number of disputed charges in invoices regarding the IPTV service (received during the survey period) and the total number of invoices containing charges regarding this service (issued during the same survey period)||%||1.00||0.45||V||No more|
|CUSTOMERS IPTV||Availability of IPTV service - Average unavailability of the service||Hours/|
1 The actual figures of the above mentioned objectives for 2016 will be available in July 2017 on the websites stated in note 2.
2 The full list of mobile service quality indicators, and the respective objectives for 2014, are available at tim.it. The full list of quality indicators for fixed network and IPTV Internet access services, and the respective objectives for 2014, are
available at telecomitalia.com.
TIM S.p.A. - Other stakeholders
|Area of reference||Indicator||Unit of measurement||Target 2016||Consuntivo 2016||Target |
|HUMAN RESOURCES TRAINING||Training in health, safety and environment issues(1)||Training hours||165,000||108,309||x|
|HUMAN RESOURCES TRAINING||Training – Training hours per head(1)||Training hours per head||30||24.8||x|
|HUMAN RESOURCES TRAINING||Training - Coverage (percentage of employees out of the entire workforce who have taken part in at least one training session(2)||%||80||88.4||v|
|HUMAN RESOURCES ACCIDENTS||Accidents per 100 workers||Number||1.24||1.21||v|
|ENVIRONMENT - ENERGY||Eco-efficiency indicator(3)||bit/joule||5,300||6,531||v|
|ENVIRONMENT - ENERGY||Self-generation of energy from cogeneration||GWh||151||125||x|
|ENVIRONMENT - ELECTROMAGNETIC EMISSIONS||SAR qualification(4)||%||100||106||v|
|ENVIRONMENT - ELECTROMAGNETIC EMISSIONS||SAR qualification of other technologically innovative devices (USB memory sticks, tablets and routers) marketed under the TIM brand||Number||4||5||v|
(1)The data includes classroom, online and on-the-job training.
(2)The coverage data was calculated based on the average annual number for 2016.
(3)The indicator is calculated on the Domestic BU scope. For further information on the eco-efficiency indicator see The Environment/Energy.
(4)This is the percentage of mobile phones subject to the SAR (Specific Absorption Rate) qualification. The percentage is calculated on the most widespread and technologically innovative models of mobile phone handsets.
(5) In 2016 the SAR qualification for 20 terminals was envisaged, but 22 actually qualified.
|Area of reference||Indicator||Unit of measurement||Target 2016||Actual figure 2016||Target Status 2016 (*)|
|HUMAN RESOURCES||Training (total hours: in class, online and on the job) provided to its own employees, outsourced employees and interns||Training hours||820,000||692,571||x|
|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||91||v|
|THE ENVIRONMENT||Collection of mobile phones, batteries and other accessories to be sent for recycling||Tons||2||0.961||x|
|THE ENVIRONMENT||Ratio between recycled waste and the total waste generated in the offices||%||25||21||x|
|SUPPLIERS||Suppliers assessed under sustainability criteria||Number||200||433||v|