Appendix
2017 Objectives and multiannual targets
The objectives for 2017 are shown below.
TIM S.p.A. - Customers
| Area of reference | Indicator | Unit of measurement | Target 2017 |
|---|---|---|---|
| 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 (post-paid 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 | Broadband Internet access service faults - Ratio between the number of actual faults reported and the average number of broadband access lines | % | 12 |
| CUSTOMERS INTERNET | Broadband Internet access service faults – Average repair time | Hours | 26 |
| CUSTOMERS INTERNET | Broadband Internet access service faults – Percentage of completed repairs within the maximum period laid down in the contract | % | 92 |
| 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 |
TIM S.p.A. – Other stakeholders
| Area of reference | Indicator | Unit of measurement | Actual figure 2016 | Target 2017 | |
|---|---|---|---|---|---|
| HUMAN RESOURCES TRAINING | Training in health, safety and environment issues(1) | Training hours | 108,309 | 90,000 | |
| Training – Training hours per head(1) | Training – Training hours per head | 24.8 | 27 | |
| HUMAN RESOURCES TRAINING | Training – coverage (percentage of employees out of the entire workforce who have taken part in at least one training session) | % | 88.4 | 80 | |
| HUMAN RESOURCES ACCIDENTS | Accidents per 100 workers | Number | 1.21 | 1.19 | |
| ENVIRONMENT - ENRGY | Eco-efficiency indicator(2) | bit/joule | 6,531 | 8,500 | |
| ENVIRONMENT - ENRGY | Self-generation of energy from cogeneration(3) | GWh | 125 | 125 | |
| ENVIRONMENT - - ELECTROMAGNETIC EMISSIONS | SAR qualification(4) | % | 106 | Activity no more available in 2017 | |
| ENVIRONMENT - - ELECTROMAGNETIC EMISSIONS | SAR qualification of other technologically innovative devices (USB memory sticks, tablets and routers) marketed under the TIM brand | Number | 5 | Activity no more available in 2017 |
(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 subject to the SAR (Specific Absorption Rate) qualification. The percentage is calculated on the most widespread and technologically innovative models of mobile phone handsets. In 2016 the SAR qualification for 16 terminals was envisaged, but 17 actually qualified.
TIM Brasil – Target 2016
| Area of reference | Indicator | Unit f measurement | Actual figure 2016 | Target 2017 |
|---|---|---|---|---|
| HUMAN RESOURCES | Training (total hours: in class, online and on the job) provided to its own employees, outsourced employees and interns | Training hours | 692,571 | 450,000 |
| THE ENVIRONMENT | 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) | % | 91 | 90 |
| THE ENVIRONMENT | Collection of mobile phones, batteries and other accessories to be sent for recycling | Tons | 0.961 | 1 |
| THE ENVIRONMENT | Ratio between recycled waste and the total waste generated in the offices | % | 21 | 8 |
| SUPPLIERS | Suppliers assessed under sustainability criteria | Number | 433 | 250 |
Domestic BU – Multiannual Targets – Digital Inclusion
| Indicator of measurement | Unit of measurement | Actual figure 2016 | Target 2017 | Target 2018 | Target 2019 |
|---|---|---|---|---|---|
| NGN covarage (**) | % | 58.9 | ~80 | ~86 | ~95 |
| LTE coverage (*) | % | >96 | ~98 | ~99 | >99 |
(*) 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 Targets – Environment
| Area of reference | Indicator | Unit of measurement | Target 2016 | Actual figure 2016 | Status target | Target 2017 | Target 2018 | Target 2019 |
|---|---|---|---|---|---|---|---|---|
| THE ENVIRONMENT ENERGY | Total electricity procured and produced(*) | GWh | 2,015 | 1,998 | v | 2,020 | 2,000 | 1,980 |
| THE ENVIRONMENT ENERGY | Self-generation of energy from cogeneration | GWh | 151 | 125 | x | 125 | 125 | 125 |
| THE ENVIRONMENT ENERGY | Eco-efficiency indicator | bit/joule | 5,300 | 6,531 | v | 8,500 | 10,500 | 12,000 |
| THE ENVIRONMENTATMOSPHERIC EMISSIONS | Reduction of CO2 emissions from the purchase and generation of electricity compared to 2013 (**) | Tons | 695,000 | -5,300 | v | 2,900 | 10,700 | 18,400 |
(*) The objective set for 2016 was referred to the scope of the Domestic BU of 2015, therefore the final figure shown is calculated net of Persidera, (former Media BU) which merged into the Domestic BU in 2016. The objectives for the subsequent three years consider the new scope.
(**) The reduction compared to 2013 is shown as negative in that the emissions produced in 2016 were higher than those produced in 2013. As explained in the text, this was due to the decision, taken in 2016, not to purchase guarantees of origin to cover electricity requirements in Italy.