Global Sustainability and the Shifting Parameters Living the change through the online engagement Giulio Lo Iacono CSR Manager – Enel Venice, 28 October 2011

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Enel World Leader: the business results*

4 Continents

73,377 mil. euro Revenues (+14%)

17,480 mil. euro EBITDA (+6,8%)

97.281 MW Generating capacity

290.2 TWh Total net production

92.3 TWh Renewable net production

78.313 Employees

61 mil. Power and Gas Customers

*as of December 31° 2010

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Our vision of sustainability: a dynamic equilibrium

Environment

Economy

Society

Stakeholders’ expectations

• Shareholders and investors • Employees • Clients • Suppliers • Institutions • Associations • Communities • Future generations

A global leader in sustainability indexes

2004 2006 2010 2011 2007

Admission

Confirmation for the eighth year

Constant score c.

80/100

Admission

Admission

Withdrawal due to acquisition of nuclear assets

FTSE4Good Policy Committee

introduces Nuclear Power Criteria

The only multi-utility to be re-admitted

Score increased

91/100

The only utility member of

Global 500 CPLI

Score 89/100

Carbon Disclosure Score 37

Sustainability indexes - key milestones

Stakeholder Engagement: Enel tube map

New keywords, new media

Logical Model

Corporate Sites

Corporate Blogs and sites for sponsorhips and operations

Corporate Social Network Profiles

Corporate Social Contents

Platforms Contents

Enel Sharing Landscape Outputs

Buzz Analisys

Opinions

Preferences and needs

Market informations

Compliances

Option leaders

Social relations

News

Texts

Ads

Video

Audio

Pictures

Widgets

Twits

I Phone Apps

SM Applications

.com

Web 1.0

Publishing Community

Image Sharing

Video Sharing

Micro Blogging

Managing

knowledge

Reputation and

Engagement Edutainment

Online

intelligence

EnelSharing – Other Channels

Slideshare is used to publish corporate balance sheets and presentations.

69 N. of presentations

26.157 N. of views

Issuu is used to publish the Oxygen magazine. The magazine is then bookmarked on Twitter.

15 N. of presentations

5.470 N. of views

Flickr hosts every photo sets from corporate events and sponsorships.

2.962 N. of photos

369.145 N. of views

Foursquare allows to geo-localize the user during events and corporate happenings.

Enel uses LinkedIn to get in touch with a network of professionals and to promote new job offers.

Enel has many different profiles, for corporate activities, sponsorships, events and initiatives.

7 N. of Profiles

17.817 N. of Friends

Youtube is used as a big engine to upload, share and publish video contents.

1.552 N. of friends and sub.

2.850.428 N. of views

Twitter is used to boost every Enel information. and to raise the actions made on other SM.

2.215 N. of tweets

12.174 N. of followers

The Facebook page of EnelSharing is the reference point of Enel’s social media initiatives.

Overview

EnelSharing – Facebook pages

Facebook pages daily update fans about company initiatives, encouraging the participation of users. The EnelSharing fan page is daily updated with the following contents: - Corporate news - Social initiatives - Events - Insights -Multimedia contents (video, photos) - Social Games and contest

Actions

17.817 N. Of fan & friends

Enel has many profiles on Facebook: - EnelSharing - Enel -Ducati & Ducati Corse - Enel Digital Contest - Meteo & Oroscopo

Profiles

Youtube collects a great number of short video contents concerning news, ads, sponsorships, etc.

Overview

EnelSharing – YouTube

The platform allows to personalize and organize the channel. The features of the channel allow to reach different targets and enrich contents with the users’ inputs: -customization of the graphic skin -collection of tags and comments from the users

-organization of video by issues -daily video update -community management

Actions

2.850.428 Viewed videos

1.552 Members & friends

Twitter has recently become the third most popular social network in the world.

Overview

EnelSharing – Twitter

Last year, Twitter developed some features that enhance the fast communication style of the platform through videos and images. Twitter allows: - to instantly message the user - to reach national and international opinion leaders in areas such as technology, finance and energy

-to follow the live coverage of events

Actions

2339 Nr. of followers

12.174 Nr. of tweets

Mobile Apps

9 APPS available on the most important platforms

51% downloads coming from

abroad

enel.com

1. Declaration of intents made by our CEO Mr. Fulvio Conti

2. Interactive access to our main projects 3. Press releases and news also available on iPhone/iPad 4. Enel Nuclear overview, a global benchmark of transparency (FTSE4Good) 5. Enel’s Sustainability History, the timeline of our CSR And more… • Direct access to the videos uploaded on YouTube • CSR Glossary

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Interactive Report

1. Key Figures 2. Stakeholders Map to find immediately all our projects 3. A sustainable year/ Sustainability stories to know our best practices 4. Interactive KPI to explore our performances with interactive charts The Interactive Report allows you to: • find all the information through targeted searches • browse all the financial statements of Enel by hypertext references • download from the Download Center all documents related to Enel’s Sustainability • explore the interactive GRI Content Index

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S-Day and social media

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e-learning: CSR and Sustainability

Test

5 10 15 20 25 30 35 40

Sustainability and Sustainable development

CSR: - Origins, definition and goals - Socially responsible enterprises - CSR e and enterprise competitivity - Benchmark

CSR in Enel: - Origins and CSR system - Reporting - Importance of communication - A shared responsibility - Future commitments

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minutes

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Quick, effective, free of charge,

alternative to ordinary justice

Enel online Alternative Dispute Resolution enables the customers

to rapidly and costless settle the disputes and solve economic

conflicts and small claims

Enel is the first European Utility which has an

operative alternative dispute resolution procedure.

Enel is a European leading benchmark

Enel Alternative Dispute Resolution (ADR) procedure

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Procedure

Procedure: on-line http://www.enel.it/conciliazione_online/conciliazione/

free of charge

Joint ADR Committee. The Committee is made up of two Conciliators, one appointed by Enel and one by the Consumer Association chosen by the customer The Conciliators negotiate a solution that the Consumer Association proposes to the customer:

- if the customer is satisfied by the solution, he will sign an Agreement;

- if the customer is not satisfied the Conciliators will sign a statement declaring that an agreement has not been reached

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Enel is the first European Utility that set an ADR procedure to all domestic

customers in cooperation with all the Italian Consumer Associations.

There is an ADR procedure on line also for SME’s Associations.

The potential of Enel ADR procedure

2,7 millions Customers

• 2,4 millions Customers can apply the ADR

2,8 millions Customers

• 1,5 millions Customers can apply the ADR

27 millions Customers

• 25 millions customers can apply the ADR

Totally 32,5 millions

Customers

• 29 millions Customers can apply ADR

Enel Servizio Elettrico Enel Energia - Gas Enel Energia- Power

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Thank You for your kind attention Giulio Lo Iacono giulio.loiacono@enel.com