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Sustainability Report | 2016

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Sustainability Report | 2016 Sustainability Report | 2016 Letter to the Stakeholders 4 Digital Customer Centric Company 7 Who Fastweb is 8 2016 Strategies and results 14 Governance 23 Ethics & Compliance 29 Presence across the Region 34 Smart digital community enabler 37 Commitments and results 38 Contribution to the digitalization of the Country 40 Digital Infrastructure for the country 42 The push to innovate for increasingly convergent connectivity 46 Digital literacy in schools and the workplace 48 Contributions to start-ups 53 Technology in service to communities 53 Trusted and lean customer partner 57 Committments and results 58 An offer that is in constant evolution 60 Customer journey and customer experience 65 The approach to listening to and dialoguing 69 Data Privacy and integrity 71 The alternative resolution of disputes 73 Summary Human-Centric employer 75 Commitments and Results 76 Work in Fastweb 78 The approach to getting people involved 80 Attracting and developing talent 84 Diversity as an opportunity 90 Listening to people 92 Welfare and work-life balance 93 The commitment to Work Health & Safety 98 Resilient and sustainable player 101 Commitments and results 102 Management and monitoring of environmental impact 103 Energy consumption and energy efficiency initiatives 104 The commitment to monitoring climate impact 109 Responsibility in the supply chain 112 Supplementary information 115 Methodological Note 116 Assurance Statement addressed to Fastweb Stakeholders 120 GRI content Index 122 Glossary 128 Letter to the Stakeholders 2016 has been a year in which Fastweb has sped forward: a year in which the strategic foundations for the future of the company were reinforced and in which the company made concrete contributions to the digitalization of Italy. The company’s Vision and Mission of enriching life and work through internet and understanding the evolution of customers’ needs to ensure the best internet experience possible, became concrete along with the objective of enabling all individuals and companies to take advantage of the ongoing digital transition. The commitment to the expansion of a new generation of the web and to digital transformation saw a total investment of 581 million euro in 2016, the equivalent of 32% of its revenue. In 2016 Fastweb extended the coverage of its own infrastructure in ultra-broadband fibre network to 1.2 million families and businesses, reaching a total of 7.5 million families and businesses. Urs Schaeppi Fastweb intends to continue in its ultra-broadband expansion plan in the future as well, with the objective of reaching 13 million families and businesses with ultra-broadband by 2020 (approximately 50% of the population). This ambitious result will be achieved thanks also to Flash Fiber, the joint venture between Fastweb and Telecom Italia established in August 2016 with the objective of bringing fibre to homes in 29 cities. Connecting people for Fastweb means not only working on strengthening web infrastructure, but it also means focusing on finding innovative solutions to meet the needs of customers by speeding up the implementation of new technologies and convergence services. The “Everywhere, Everything, Everyone” formula sums up the commitment to overcoming technological barriers and allowing web access anywhere, with any kind of technology to suit all needs. Alberto Calcagno To this end, in 2016 Fastweb became a Full MVNO (Full Mobile Virtual Network Operator) operator and this enables the company to provide its customers with 4G and 4Gplus technology from January 2017. Furthermore, in transformation and a focus on people the • Smart digital community enabler keeping with this line of thinking the extension inspiring paradigms in day-to-day activities, • Trusted and lean customer partner of WOW FI, the community of Fastweb clients Fastweb has continued to improve internal • Human-Centric employer that allows them to enjoy Wi-Fi coverage organization and procedures with the objective • Resilient and sustainable player outside the home continued throughout the of fostering the expertise, well-being and course of the year, reaching approximately striking a balance between the workplace These are the four voices around which this 1.5 million customers in over 800 districts. and a personal life of its employees. In 2016 Sustainability Report for 2016 has been Fastweb consolidated and reinforced its Smart compiled, a report that presents the last year’s In order to offer its customers with increasingly Working program, a platform that has received main commitments, objectives and projects. convergent services by reaching the finest significant recognition in Italy and is highly Fastweb’s intent is to consistently improve quality service in the mobile telephone appreciated within the company. its results along with its parent company network as well, Fastweb has also announced Swisscom, with the goal of being always the creation of a 5G network, which will be For Fastweb innovation also means developing “one step ahead” when it comes to these topics. operational in 2020 in 20% of the Country. the instruments to better understand the The project will be activated as a technical cultural environment that surrounds us and experiment in the course of 2017. contributing to giving answers to the important social, economical and environmental Urs Schaeppi In addition to investments in infrastructure, challenges and their evolution. For this reason Chairman of the Board of Directors Fastweb is committed to the diffusion of digital over the course of the year a conversation literacy. One of the most significant projects has begun within the company on the role with regards to this commitment is the creation and significance of what sustainability means of the Fastweb Digital Academy. Developed to Fastweb. The objective is to fully integrate within the Cariplo Factory, Fastweb Digital sustainability within the business, to break Alberto Calcagno Academy is a school whose purpose is to create down barriers between responsibility and Chief Executive Officer a bridge towards new digital related professions, day-by-day activities and respond to the with the objective of training up to a 1000 young stakeholders’ needs and expectations. people in the academic year of 2016-2017. As a result of the approach taken by Fastweb, Fastweb has always been inspired by four strategic areas of interest were identified innovation. In order to make digital for Corporate Social Responsibility in Fastweb: Digital Customer Centric Company WHO FASTWEB IS THE LARGEST ITALIAN ALTERNATIVE OPERATOR A key-player in the diffusion of ultra-broadband proprietary network of new generation fibre optics, services while also growing the quality of connection in Italy, Fastweb is the country’s largest Full IP, in Europe. and the expanse of network coverage. alternative mobile operator for fixed network The new service will allow customers to navigate telecommunications. The company was established Fastweb was the first operator in the world in 4G up to 100 Megabyte per second when in in 1999 and since then has consistently invested to create, (it has done so since 2000) a network download in over 400 counties (approximately 96% in innovation and infrastructure to ensure the based entirely on IP protocol, which along with the of the population) and up to 300 Megabyte per finest quality in the provision of ultra-fast internet fibre infrastructure enabled the launch of vocal, data second in over 400 counties of which 144 are large connection. and video services that can be used together by a cities thanks to 4Gplus. Thanks to its network’s single customer whether they be private or business architecture and flexibility Fastweb met the Every year the company invests approximately 30% consumers. technological challenges of the future with a perfect of its revenues, over 9 billion euro since Fastweb convergence of fixed and mobile telephony. was established – the only company to do so in Fastweb has over the years continued to stand out Europe - to sustain the constant push towards for having innovated fixed networks in Italy and In addition to voice, data and mobile services, innovation. This has led to the expansion of the for having offered its customers the best internet the offer in the last few years was also extended 8 fibre optic network to over 44,000 km and at the connection. Fastweb was in fact the first company to solutions with an added value such as Cloud end of 2016 it had reached 7.5 million families and to launch 100 Mbps in 2010 and the first in Europe Computing and information security services. businesses with a connection speed of up to 1 Gbps. to launch 200 Mbps with VDSL Enhanced The offer is differentiated for diverse market areas in technology in 2016. order to satisfy the needs and meet the expectations Thanks to the expansion of web coverage and of all categories of customers whether they be to the constant development of connection speed, Fastweb has been a MVNO operator since 2008 and families, professionals, small and medium sized Fastweb is once again the leader in the ultra-broad today is a Full MVNO operator, since January businesses, large companies or government bodies. band market, with the most extensive alternative of 2017 it offers its customers 4G and 4Gplus Digital Customer Centric Company KEY FIGURES 2016 Smart digital 44,000 Km 7.5 millions 6,600 1.5 millions 1,000 community of fiber optic network families reached by municipalities that customers young adults that will be trained Fastweb’s Ultrabroadband
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