Appendix

2017 Objectives and multiannual targets

The objectives for 2017 are shown below.

TIM S.p.A. - Customers

Area of referenceIndicatorUnit of measurementTarget 2017
CUSTOMERS MOBILEActivation time for voice service (pre-paid service) – Percentage of valid orders completed within the maximum period laid down in the contract%97
CUSTOMERS MOBILEActivation time for voice service (post-paid service) – Percentage of valid orders completed within the maximum period laid down in the contract%97
CUSTOMERS MOBILEDisputed  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 MOBILEDisputed 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 INTERNETActivation time for broadband Internet access services – Percentage of valid orders completed within the date agreed with the customer (active telephone lines)%95
CUSTOMERS INTERNETActivation time for broadband Internet access services – Average time of supply (active telephone lines)Days9
CUSTOMERS INTERNETActivation 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 INTERNETActivation 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)Days15
CUSTOMERS INTERNETBroadband Internet access service faults - Ratio between the number of actual faults reported and the average number of broadband access lines%12
CUSTOMERS INTERNETBroadband Internet access service faults  – Average repair timeHours26
CUSTOMERS INTERNETBroadband Internet access service faults – Percentage of completed repairs within the maximum period laid down in the contract%92
CUSTOMERS INTERNETDisputed 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 referenceIndicatorUnit of measurementActual figure 2016Target 2017
HUMAN RESOURCES TRAININGTraining in health, safety and environment issues(1)Training hours108,30990,000
HUMAN RESOURCES TRAINING
Training – Training hours per head(1)Training – Training hours per head24.827
HUMAN RESOURCES TRAININGTraining – coverage (percentage of employees out of the entire workforce who have taken part in at least one training session)%88.480
HUMAN RESOURCES ACCIDENTSAccidents per 100 workersNumber1.211.19
ENVIRONMENT - ENRGYEco-efficiency indicator(2)bit/joule6,5318,500
ENVIRONMENT - ENRGYSelf-generation of energy from cogeneration(3)GWh125125
ENVIRONMENT - - ELECTROMAGNETIC EMISSIONSSAR qualification(4)%106Activity no more available in 2017
ENVIRONMENT - - ELECTROMAGNETIC EMISSIONSSAR qualification of other technologically innovative devices (USB memory sticks, tablets and routers) marketed under the TIM brandNumber5Activity 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 referenceIndicatorUnit f measurementActual figure 2016Target 2017
HUMAN RESOURCESTraining (total hours: in class, online and on the job) provided to its own employees, outsourced employees and internsTraining hours692,571450,000
THE ENVIRONMENTSustainability 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)%9190
THE ENVIRONMENTCollection of mobile phones, batteries and other accessories to be sent for recyclingTons0.9611
THE ENVIRONMENTRatio between recycled waste and the total waste generated in the offices%218
SUPPLIERSSuppliers assessed under sustainability criteriaNumber433250

Domestic BU – Multiannual Targets – Digital Inclusion

Indicator of measurementUnit of measurementActual figure 2016Target 2017Target 2018Target 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 referenceIndicatorUnit of measurementTarget 2016Actual figure 2016Status targetTarget 2017Target 2018Target 2019
THE ENVIRONMENT ENERGYTotal electricity procured and produced(*)GWh2,0151,998v2,0202,0001,980
THE ENVIRONMENT ENERGYSelf-generation of energy from cogenerationGWh151125x125125125
THE ENVIRONMENT ENERGYEco-efficiency indicatorbit/joule5,3006,531v8,50010,50012,000
THE ENVIRONMENTATMOSPHERIC EMISSIONSReduction of CO2 emissions from the purchase and generation of electricity compared to 2013 (**)Tons695,000-5,300v2,90010,70018,400

(*) 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.