The relationship with stakeholders Telecom Italia Group's experience

1. The relationship with stakeholders Telecom Italia Group's experience Paolo Nazzaro Head of Group Sustainability Telecom Italia

2. APPROACH External Stakeholders Customers Suppliers Competitors Institutions The Environment The Community Image Identity Trust Reputation … Performance Internal Stakeholders Human Resources Shareholders

3. EVOLUTION 1997 - 1999 2000 - 2001 2002 - 2005 2006 - 2008 • TI Group’s code of ethics • TIM’s code of ethics • CSR policy regarding relations with employees • CSR policy regarding relations with suppliers • Charter of values Charters and Codes • Socio-environmental report • Integration of sustainability reporting into the Group financial statement (TBL) • Inclusion of quantitative sustainability targets in the Group financial statement Reporting • European “Alliance” on CSR • Global Compact (ONU) • ETNO • Sodalitas • CSR Europe Involvement with other Organizations • Internal reporting system • Specific investment form for business projects subjected to the approval of the Group’s Investment Committee • Sustainability KPIs within the tableau de board • New model for sustainability planning Sustainability Governance

4. ORGANISATIONAL MODEL Planning & Controlling Finance Group Sustainability CFO Reporting Planning & Programming ReportingStakeholder RelationsDevelopment of Sustainability Projects Strategic GuidelinesProcess ReviewRelations with Rating Agencies Key People and Data Owners appointed within each BU/Department

5. SUSTAINABILITY REPORTING AS A TOOL FOR COMMUNICATION WITH STAKEHOLDERS • Included in the Annual Report since 2003 • Based on: • a set of KPI managed through a software platform used for other financial statement data • the procedures for data collection and management extended to the entire Group (Key People and Data Owners) • Includes strategy and targets • Certified by independent auditors Telecom Italia has been ranked among the best 100 companies worldwide with reference to the quality of its Sustainability report in "The Global Reporters 2006 Survey of Corporate Sustainability Reporters" conducted by the specialised agency SustainAbility in co-operation with UNEP and the rating agency Standard & Poor's

6. 2007 RESULTS VS 2007 TARGETS

7. 2008 TARGETS

8. CUSTOMERS – LISTENING TO THEIR FEED BACK • Statistical surveys • Conducted on large customer samples, they are related to service assessment, TLC needs and expectations not yet met. The results of the surveys are presented to the top management and taken into account during services planning • Focus groups • On specific issues (i.e. services which are going to be launched on the market) in order to finetune services and to assess their usability and market acceptance • On general issues (i.e. broadband, sustainability), usually before launching statistical sample surveys

9. CUSTOMERS – CONSUMER ASSOCIATION TI Group actively co-operates with all the Italian Consumer Associations operating at national level (and with the most important ones at regional level) through meetings aimed at: • guaranteeing customers’rights with regard to the Group’s new products and services; • presenting the main projects of organizational development possibly affecting customers (for instance the re-organization of certain customer care services or information on the possibility of enabling/disabling non geographic phone numbers through an appropriate PIN) Direct result of Telecom Italia’s collaboration with the Consumer Associations is its conciliation procedure. Based on the “parity” model, this procedure is entirely free of charge for the customer and allows the 18 signatory national associations to play an active role in the resolution of disputes with customers The Group is a founding member of the Consumers’ Forum, where consumer associations, companies and research institutes meet and exchange their views on issues related to consumerism (conferences, joint training initiatives, ...)

10. SUPPLIERS • Online survey on supplier satisfaction involving the most important 580 suppliers (about 200 of which participated the survey). The questionnaire included 28 questions in order to assess supplier interaction with the Purchasing department in all the steps of purchasing process. The recorded score was 7/10 • Development of an e-community in order to improve interaction among suppliers, in particular with reference to sustainability social and environmental issues, as well as energy saving and health & safety. This is aimed at: • integrating the best practices adopted on specific issues • publishing the achievements in terms of initiatives carried out and environmental/social certifications obtained • staging e-voting campaigns on the different sustainability initiatives in order to emphasize them The start-up of this initiative involved about 10 companies devoted to maintenance works on the telephone network and gave rise to a shared document

11. THE ENVIRONMENT • In co-operation with the second Naples University and the National Agency for Environment Protection and Technical Services (APAT) Telecom Italia launched a project meant to improve the energy efficiency of TLC equipment • Together with the most important TLC players Telecom Italia took part in the drafting of a Code of Conduct aimed at the reduction of energy consumption, promoted by the European Commission through the Joint Research Centre • Engagement with some of the main Environmental Associations has started in order to discuss Telecom Italia’s environmental strategy

12. HUMAN RESOURCES • Employee satisfaction survey: it involves all employees with regard to satisfaction, motivation, corporate processes, manager-employee relation • Surveys on issues of general interest (sustainability, mobility, and so on) • Instant polls: online single-question surveys. Since June 2007, 9 surveys have been conducted yielding approximately 30,000 answers • “The Lighthouse” project carries out initiatives in order to know employees’ opinions on selected issues, to test new products/services and to receive suggestions for innovation and improvement. So far, 8 initiatives have been carried out, involving 2,000 participants

13. HUMAN RESOURCES – FOCUS ON OPERATIVE STAFF • “Listening” project: a sample constituted by a few hundred employees from operative departments is interviewed on how to improve process efficiency, staff integration and training. The outcomes of the survey are analysed and communicated to all interested staff, which is also updated on the state-of-the-art of the initiatives through a newsletter. Started in 2002, this initiative involves employees working on the same processes in different areas. • “I am” Project: a sample constituted by a few hundred employees from operative departments is interviewed on how to improve the well-being in the workplace (parking, air conditioning systems, lights, and so on)

14. TRADE UNIONS TI Group actively co-operates with trade unions not only for the drawing up and the renewal of the corporate collective bargaining agreement but it is also involved in working groups and joint commissions. Particularly significant are: • the National Environment Committee and the eight Regional Environment Committees, which inform and coordinate policies relative to health and safety in the workplace and promote health surveys and scientific researches • the renewal, in the last weeks, of an agreement between the Group and the Unions on staff training, aimed at the safeguard and development of staff professional skills. The agreement provides for the renewal of a joint “Guidance Committee” in order to: • steering and assessing the contents of training programs • planning further developments • monitoring and assessing scheduled activities

15. NO-PROFIT ASSOCIATIONS AND NGOs TI Group actively co-operates with the UN Global Compact, through its local networks and international working-groups, and with the International Labour Organization Many initiatives in favour of the Community are designed and realised in partnership with Institutions and Non Governmental Organisations. Within the initiatives carried out: • “Web as a friend”, an information campaign meant to educate young people, parents and teachers to a safe navigation of the Internet (Italian Parents Movement, Telecom Italia, Microsoft, Postal and Communication Police, Poste Italiane, under the patronage of the Ministry for Family Policies, the Ministry of Communications and the Ministry of the Interior) • “Adult and Youth literacy”, in partnership with the ONG “Pastoral da criança”, an educational program developed in some regions of the north east and south of Brazil, having the highest rate of social exclusion in the country • “Fundraising through SMS and solidarity calls” in favour of non-profit associations (Telethon, AIRC, AISM, and so on) to support specif projects for the community • The “Filippide” project, in partnership with CONI, CNR and Ospedale Bambin Gesù, aimed at the social inclusion of autistic young people through sports practice

16. COMPETITORS • Co-operation with competitors (national associations) • TI Group is a member of sectorial federations and association (Confindustria Servizi Innovativi, Asstel, Assoelettrica, Distretto dell’Audiovisivo e dell’ICT) in order to exchange views on business development, regulations, and so on • Roaming and site-sharing agreements. TI Group signed: - with Vodafone Italia an agreement that involves sharing the mobile network access sites with reference to passive infrastructures (poles and masts, electrical and air conditioning systems, civil infrastructures) - with 3 Italia an agreement on national roaming, enabling “3” customers to use also the Telecom Italia mobile network , which covers the whole Italian country • Telecom Italia Media takes part in the DGTVì, the Association for the development of the Terrestrial Digital broadcasting in Italy to which Rai, Mediaset, Radio and Television Federation, Aeranti-Corallo and D-free also take part • Co-operation with competitors (international associations) TI Group co-operates with several organisations and/or associations among which: • European Telecommunications Network Operators’ Association (ETNO), gathering the main European telecommunications operators, aims at developing a dialogue with European Institutions on telecommunications issues; Telecom Italia chairs the working-group “Sustainability”.

17. INSTITUTIONS The relations between the Group and Ministries and Regulatory Authorities are based on co-operation and dialogue. Here are some examples: • In December 2007 a “Memorandum of Understanding” has been signed by the Ministry of Communications, Infratel Italia and Telecom Italia with the aim of reducing, and eliminating in perspective, the digital divide, thus favouring the development of broadband infrastructures over the whole national territory • In collaboration with the appropriate authorities, and in particular with the postal Police, some “Abuse Desks” have been set up, aimed at preventing abuses on the Group’s networks, and in particular the diffusion of juvenile pornography • Telecom Italia takes part to the Pan European Industry Group, gathering many internet and mobile European operators. Under the patronage of the European Commission, the Pan European Industry Group has launched an initiative in order to help teachers to prevent illegal use of internet and mobiles

18. RELATIONS WITH SUSTAINABILITY RATING AGENCIES • Involvement of a large number of human resources in completing questionnaires and updating profiles (over 70 resources involved) • Communication to the top levels of management of the ratings received and structured follow up meetings • Support to analysts in interpreting data and news reported by the press (conference calls and meetings) • Updating analysts about the technicalities of Italian law (i.e. compensation, staff levels, environmental regulations) • Open dialogue on the possibility of including additional assessment parameters (i.e. career advancement, technological innovation)

19. SUSTAINABILITY INDEXES IN WHICH TI IS INCLUDED • Dow Jones Sustainability Indexes • World (DJSI World) • STOXX (DJSI STOXX) • FTSE4Good • Global, the first 100 companies by market capitalization are included in the FTSE4Good Global 100 - tradable index. • Europe, the first 50 companies by market capitalization are included in the FTSE4Good Europe 50 - tradable index. • Environmental Leaders Europe, including 40 companies selected within the FTSE4Good Europe on the basis of results achieved in the field of environment protection • ESI (Ethibel Sustainability Performance Index) • Excellence Europe • Excellence global • Pioneer global • ASPI(Advanced Sustainable Performance Index) • ECPI (E.Capital Partners Indexes) • Ethical Global • Ethical Euro • Ethical EMU • ECPI Global TOP 30 • Axia Ethical e AXIA Euro Ethical Axia • KLD Sustainability Indexes • Global • Global ex US • Europe

20. LISTENING TO SHAREHOLDERS Shareholder identification is carried out twice a year to analyse the positions of SRI investors at national and international level. The opinions of shareholders and potential investors are surveyed through: • Roadshows (CFO – Investor Relations – Group Sustainability) in the most important European financial markets • One-to-one meetings, group meetings and conference calls • Investor Days • Shareholder Club • Dedicated contacts via e-mail (investor_relations@telecomitalia.it , investitori.individuali@telecomitalia.it)

21. TI IN SRI INVESTORS CHOICES TI is among the top 20 companies chosen by the managers of “Green Social and Ethical” funds, according to the ranking by Vigeo Italia, holding the 18th position in the intersectorial classification, and second position in the TLC sector.

22. OBSTACLES TO THE FULL REALIZATION OF A WIDER GOVERNANCE MODEL (INCLUDING STAKEHOLDERS) • The management may not have clear targets to achieve. Possibility of pursuing one’s own interest and easy alibi for possible failures • Who are the stakeholders and what’s a stake? (Environment?) • Silent stakeholders • Degree of representativeness of associations/organizations • Maturity of stakeholders (and of firms) • Stakeholders are considered by Freeman himself as groups with different and possibly conflictual interests. Trade-off criteria are not clarified • Legal and statutory boundaries for board directors who may decide to pursue other stakeholders’ interests only. The current legislation safeguards shareholders’ interests