Incident and Crisis Management Global Infrastructure and Networks Guidelines

INTERNAL USE
Policy No. 34
Version no. 6 dated 21/11/2019
Subject: Incident and Crisis Management Global Infrastructure and Networks
Guidelines
Application Areas
Perimeter: Global
Staff Function: Security
Service Function: -
Business Line: Infrastructure & Networks
CONTENTS
1. DOCUMENT AIMS AND APPLICATION AREA ........................................................................................ 3
2. DOCUMENT VERSION MANAGEMENT .................................................................................................. 3
3. UNITS IN CHARGE OF THE DOCUMENT ............................................................................................... 3
4. REFERENCES ........................................................................................................................................... 3
5. ORGANIZATIONAL PROCESS POSITION IN THE PROCESS TAXONOMY ......................................... 4
6. DEFINITIONS AND ACRONYMS .............................................................................................................. 4
7. PROCESS DESCRIPTION ........................................................................................................................ 8

GENERAL PRINCIPLES .................................................................................................................... 8
PLANNING AND PRE-ALERT ........................................................................................................... 8
CRITICAL EVENT MANAGEMENT PROCESS .............................................................................. 10
7.3.1. I&N Territorial Referent................................................................................................................. 10
7.3.2. Country Line Crisis Officer (C-LCO) ............................................................................................. 10
7.3.3. Global Line Crisis Officer (G-LCO) ............................................................................................... 11
7.3.4. I&N Impact Matrix ......................................................................................................................... 11
CRITICAL EVENT REPORTING AND EVALUATION PHASE ....................................................... 12
DRAFTING OF THE EMERGENCY OPERATIONAL PLAN (EOP) FOR THE MANAGEMENT OF
CRITICAL EVENTS/EMERGENCIES – MINIMAL CONTENTS .................................................................. 14
EMERGENCY STATUS AND RELATED OPERATIONS ................................................................ 15
7.6.1. Emergency Status Level 1 ........................................................................................................... 15
7.6.2. Emergency Status Level 2 ........................................................................................................... 17
7.6.3. Crisis Status ................................................................................................................................. 18
7.6.4. Emergency/Crisis Status closure ................................................................................................. 20
TASK FORCE ................................................................................................................................... 20
OPERATIONAL PROCEDURES FOR COMMUNICATION WITH CUSTOMERS.......................... 21
RELATIONSHIP WITH THE INSTITUTIONS .................................................................................. 21
REPORT OF EMERGENCY AND DOCUMENT STORAGE ........................................................... 21
PERIODICAL ACTIVITIES FOR THE CRISIS MANAGEMENT PROCESS ................................... 21
EMPLOYEE TRAINING ................................................................................................................... 22
CHECK LIST OF THE ACTIVITIES FOR THE CORRECT MANAGEMENT OF
EMERGENCIES/CRISIS .............................................................................................................................. 22
8. RELATED ORGANIZATIONAL DOCUMENTS TO BE IMPLEMENTED AT COUNTRY LEVEL ........... 26
ANNEX 1: EXAMPLE OF FORMATS OF THE EMAIL THAT ACCOMPANYING THE ANNEX 2 .................. 27
ANNEX 2: SUMMARY REPORT ON THE EMERGENCY/CRISIS EVENT FOR INTERNAL PERIODICAL

UPDATE (PART 1 AND 2) ............................................................................................................................... 29
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ANNEX 3: CHECK LIST DOCUMENTATION HANDBOOK ............................................................................ 31
ANNEX 4: CHECK LIST OPERATIONAL UNIT............................................................................................... 32
ANNEX 5: CHECK LIST CONTROL CENTER ................................................................................................ 33
ANNEX 6: PRE-ALERT STATEMENT ............................................................................................................ 34
ANNEX 7: LEVEL 1 EMERGENCY STATEMENT .......................................................................................... 35
ANNEX 8: LEVEL 2 EMERGENCY STATEMENT .......................................................................................... 36
ANNEX 9: CRISIS STATEMENT ..................................................................................................................... 37
ANNEX 10: EMERGENCY/CRISIS REPORT.................................................................................................. 38
ANNEX 11 - ACTIVATION TASK FORCE INTER-STATE .............................................................................. 40
THE HEAD OF GLOBAL INFRASTRUCTURE AND NETWORKS

Livio GALLO
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1. DOCUMENT AIMS AND APPLICATION AREA

This document aims to detail operational measures for dealing with operational incidents and related business
disruptions, allowing the technical recovery of impacted systems and processes. This document shall be
implemented within Global I&N Business Line in accordance with the Group Policy n. 24 “Critical Event
Management”, related to the incidents and/or critical events management process and shall comply with any
procedures issued by Countries for relevant matters.
Furthermore each Global I&N Unit at Country level shall issue a detailed procedure aimed to detail operational
measures for dealing the operational incidents and related business disruptions, according to the law/ technical
peculiarity of each Country and aligned to this document and shall comply with any procedures issued by
Countries for relevant matters.
This policy shall be implemented and applied to the extent possible within the Global I&N Business Line and
in compliance with any applicable laws, regulations and governance rules, including any stock exchange and
unbundling-relevant provision, which in any case prevail over the provisions contained in this document.
2. DOCUMENT VERSION MANAGEMENT
Version Data Main changes description

1 26/10/2015 Issuing of Policy on Incident and Crisis Management Global Infrastructure and
Networks Guidelines.
2 13/11/2015 Alignment with Group Policy 24 dated 13/11/2015 “Incident and Crisis
management” (ex Policy 110 dated 05/08/2015)
3 01/05/2016 Alignment with Monitoring Action Item “procedural framework”
4 01/06/2018 Alignment with new Policy 24 ver. 3 dated 06/10/2017
5 12/02/2019 Alignment with new Policy 24 ver. 4 dated 18/12/2018, added Task Force Inter-
State, new Emergency/Crisis report
6 21/11/2019 Change of name of the HLD/Country unit “Communications Planning, Real Time
Response and Performance Support” in “Real Time Communications”
3. UNITS IN CHARGE OF THE DOCUMENT

Responsible for drafting up the document:
 Global Infrastructure and Networks: Operation and Maintenance
Responsible for authorizing the document:
 Global Infrastructure and Networks: Head of People and Organization Unit
 Global Infrastructure and Networks: Head of Quality and Process Transformation Unit
4. REFERENCES
 The Enel Group Code of Ethics;
 Zero Corruption Tolerance (ZCT) Plan;
 Enel Human Right Policy;
 Enel Global Compliance Program (EGCP);
 Global Infrastructure and Networks RACI Handbook;
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 Organizational Procedure n. 551 Process-related organizational documents governance;

 Organization and management model as per Legislative Decree No. 231/2001;
 Policy n. 24 “Critical Event Management”;
 Stop work policy;
 Policy n. 106 - Classification, communication, analysis and reporting of incidents.
5. ORGANIZATIONAL PROCESS POSITION IN THE PROCESS TAXONOMY

 Value Chain/Process Area: Security
 Macro Process: Incident and Crises Management
6. DEFINITIONS AND ACRONYMS
Acronym and Key

Description
words
GBL Global Business Line

GSF Global Service Function
GI&N Global Infrastructure and Network Business Line
GI&N HSE Health, Safety and Environment within GI&N Business Line
GI&N P&O People and Organization within GI&N Business Line
I&N Country Infrastructure and Networks units at Country Level
GO&M Operation and Maintenance function within GI&N Business Line
A natural, accidental or criminal event that can determine a real or potential impact
on people's safety, operational continuity, company reputation, stakeholder
interests.
The nature of the events may vary so that the process should consider multiple
capabilities and resources available in the Company.
The impact of a Critical Event is classified, at Country and Group level, with status
codes depending on the estimated impact and the severity of the crisis:
 Country Green Code: critical event that can lead to low level impact on the
Critical Event Country and that can be solved using specific predefined action (prescribed by
Line/staff’s procedures/operational instructions);
 Country Yellow Code: critical event that can lead to medium level impact on
the Country and that can be solved at Country level using specific predefined
emergency plans;
 Country Red Code: critical event that can lead to significant impact on the
Country and that requires the definition of ad-hoc strategies at Country level;
Group Red Code: critical event that can lead to significant impact on the Enel Group
and that requires the definition of ad-hoc strategies at Group level.
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Any internal or external event affecting power grid that can impact on the
population, the employees, the Enel Group reputation, the installations, the
environment, stakeholders. Emergency cannot be faced through normal
Emergency Status operations, but it requires a specific operative supports. The emergency can be
caused by accidental, natural, criminal or fraudulent events.
Emergencies can be classified in three levels of severity: Emergency Level 1,
Emergency Level 2 and Crisis Status.
Office or referent appointed by the Country Manager with the following
responsibilities:
 providing alerts, from either internal and external sources, on threats which can
lead to potential critical event;
Critical Event
 dispatching bulletins and notifications regarding the response operations;
Monitoring Office
 supporting telephone call service available 24hours/7 days.
The Country Manager shall inform his relevant C-LCOs about the contacts of the
Critical Event Monitoring Office (e.g. through a Country Critical Event Management
procedure or policy).
The Security Control Room, settled in Rome, Viale Regina Margherita, has the
responsibility of:
Security Control  supporting telephone call service available 24hours/7 days;
Room  supporting Top Management telephone communication;
 collecting and dispatching in a structured and prompt way alerts in case of
a pre-alert or a critical event.
Contact person formally appointed by the Communication Unit and approved by

Spokesperson Holding Real Time Communications Unit, with the aim to maintain the relations with
Country’s media, digital channels and internal communication.
Committee led by the Group CEO and composed by the Heads of the relevant
GBLs/GSFs, the relevant Countries/Regions, Communications, Administration,
Finance and Control, People and Organization, Group CEC, Head of relevant
Group Crisis Country Security, and any other Head of functions/units providing useful support in
Management coping with Crisis (e.g. Health and Safety, Digital Solutions, Services, Legal Affairs,
Committee (GCC) local Public Relations, ...).
It has the responsibility to manage Group Red Code events and restore operation
activities and services.
Group Crisis
Evaluation Committee composed by Holding Security and Holding Real Time Communications
Committee Unit, or by their delegates; it evaluates the impacts of a Critical Event for the Group.
(G-CEC)
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Country Crisis
Management Committee led by the Country Manager and composed by the Country Heads of all
Committee the Line/Staff Units (or, in case of their unavailability, by delegated Country Line
Crisis Officers) and the C-CEC.
(CCC)
Country Crisis
Evaluation Committee established by the delegates of Security (Holding) and Real Time
Committee Communications (Holding); it evaluates the impacts of a Critical Event for the
relevant Country.
(C-CEC)
Global Line Crisis Contact person responsible for critical event management at global level for the
Officer Global Line. For Global I&N is the head of Global Operation and Maintenance. Any
change must be communicate to Holding Security and Holding Real Time
(G-LCO) Communications.
Employee (on call shift, 24h/7d) at territorial level (I&N Country/Company) who is
responsible for:
 analyzing and classifying the Critical Event occurred in the corresponding
I&N Territorial territorial area in accordance with I&N Impact Matrix;
Referent  activating the units in charge of operational management of the Critical
Event.
The designated I&N Territorial Referents shall be communicated to the relevant
Country Security and Holding Real Time Communications.
I&N Emergency Person in charge to manage the operational activities during the crisis situation. It
Responsible usually corresponds to I&N Territorial Referent.
Person (on call shift, 24h/7d) belonging to a line/staff organizational unit of the
Country, which ensures the flow of information to the Critical Event Monitoring Office
Country Line Crisis and the C-CEC and the coordination of the actions directed by the Country Crisis
Officer Committee.
(C-LCO) He/She may also substitute the Country’s Head of his relevant Line/Staff Unit, in
case of impairment or unavailability, and identify delegates who assure their
presence 24h during incident response.
Territorial Crisis Set-up in order to manage and coordinate the operational activities during the crisis
Unit situation at local level
Territorial Crisis Room equipped with all HW-SW equipment and documents needed to manage an
Room emergency where meets the Territorial Crisis Unit
Head of Local
O&M Network Head of Network Operation within the Local O&M.
Operations Unit
Control Center Territorial Unit (h24/7d) with the task of monitoring and networking functions
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Head of the Chief of Staff responsible for the Control Center of Local O&M Network Operations
Control Center Unit
Operational plan to be drafted and updated by O&M Local Unit on the basis of the
EOP (Emergency
present guidelines and the Policy of Country detailed operation instruction on
Operational Plan)
crisis management at I&N Country/Company Level.
Local Emergency Teams of personnel with specialized training, communications systems, vehicles,
Team and equipment for specific duties,
Teams of personnel with specialized training coming from Territorial/Country Units
Task Force Team
different from those in emergency
Tool supporting the assessment of the impact level of a Critical Event through the
identification of thresholds for each type of event. Each I&N Country/Company
I&N Impact Matrix shall define the Impact Matrix for events that affecting the operations of the
relevant network within the respective geographical perimeter, according to the
criteria of this procedure.
Parameter of I&N Impact Matrix which represent the Minimum Warning Threshold
MWT
below which the emergency plan is not activated
Parameter of I&N Impact Matrix which represent, for each Country/Company, the
RC Restore Capacity power supply within 24 hours. This parameter can be downward
to external factors.
Parameter of I&N Impact Matrix which represent the Crises Limit meaning as the
CL
number of customers equal to the 90% of the double of the Restore Capacity (RC).
OU Organizational Unit of Enel Group
HV/MV network
System in use to the Control Center of Distribution for monitoring and remote
Remote Control
control of the HV and MV network (SCADA)
System
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7. PROCESS DESCRIPTION
GENERAL PRINCIPLES
This document describes the operational strategies and practices that allow the Local Distribution Companies
within the Global Infrastructure & Network to deal with sudden and disruptive events that have an impact on
the electrical service that can significantly affect operations business, reputation, public security or any
stakeholder.
Critical events may occur following of an unpredictable event or as events already been considered as a
potential risk like atmospheric origin, for which the pre-alert state has been declared.
In either case, it requires that decisions be made quickly.
In the Emergency Operational Plan (EOP) of each I&N Country/Company, must be defined the monitoring
system that will be used during an emergency state to produce immediately, from any location, exhaustive
reporting that making available real-time emergency evolution by on-line dashboards, reports, graph of period
and topographic maps where it is visible the power supply network de- energized. It must describe the
modalities and timing of updating the web data by the single Territorial Crisis Unit in order to allow immediate
access to summary data on the on the magnitude of interruption from any operating site.
It must also provide training for crisis personnel and test emergency procedures with effective periodic
simulations.
Impact assessment, crisis team composition, decision-making, operative response and containment,
investigation, communications, media interactions, are part of the issues to be carefully planned and
periodically tested in order to implement an effective critical event management strategy.
PLANNING AND PRE-ALERT

Proper planning is critical to ensure the prompt and effective response to the occurrence of a sudden critical
event. It includes:
 definition and updating, within the Global I&N and Country I&N, of operational procedures and
instructions in line with Group Policies and Country Procedures;
 identification of the actors and their backups: each I&N Country must communicate to the Country the
list of Country LCOs and I&N Territorial Referents who can/must available h/24. These lists must be
updated periodically according to the plan of availability and on time in case of substitutions due to
unavailability of the authorized person.
 organization of periodical simulations, also in accordance with the Country procedure, aimed to
assessing the procedures and identifying possible adjustments. Exercises with the participation of
public bodies are encouraged (see section 17);
 organization of training sessions for all of those involved (see section 18);
 preparation and testing of the tools and support equipment (see section 17 and 18).
 definition of special mailing lists for I&N Global Functions and Locals O&M as specified below:
 I&N Global O&M: i&n.gom.crisis@enel.com:
 Local O&M: in.om.nameofcountry.crisis@enel.com (es. in.om.brazil.crisis@enel.com).
Each Country shall support a Pre-Alert process, nominating a dedicated Critical Event Monitoring Office, which
collects data and information useful to identify situations that might evolve towards a possible state of
emergency.
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Information provided by the Critical Event Monitoring Office shall be, for example:
 bulletins of weather forecasts alerts with any negative impacts on the power supply service;
 alerts from institutional bodies about possible events related to public order or to potential civil
emergencies;
 collection of information from open sources (press, social, web, etc.) relating to any organized actions
that could jeopardize the continuity of service or business operations or affect the interests of Enel;
 information provided by the business lines or the service units related to planned stops or outages.
Each I&N Country must make agreements with the Country to define modalities (eg mail) and
frequency (periodic or on demand) of transmission of the information.
When the Critical Event Monitoring Office detects an issue based on the information collected, the condition is
evaluated considering the potential impacts, also according to the indications of Real Time Communications
Unit regarding possible implications on the media, and then it can trigger a Pre-Alert state.
The Pre-Alert state is notified by Critical Event Monitoring Office through a bulletin that shall be sent to:
 Country Manager;
 C-CEC;
 G-CEC;
 I&N Territorial Referents and Country LCO.
In the case of specific network events, the Country LCO could also notify the pre-alert statement specifing the
duration and the Organizational Units that may be involved by the emergency status. In this case, it has to be
notified the Pre-Allert State through e-mail bulletin (Annex 6) to a predefined mailing list where at least should
be included the following recipients:
 Global LCO (by email: i&n.gom.crisis@enel.com);
 Head I&N Country,
 Critical Event Monitoring Office;
Local O&M Network Operations Unit oversees monitoring, through several tools the conditions that could
cause an emergency situation.
Each organizational unit shall promptly perform, within its relevant perimeter, the checks following a specific
check-lists previously defined in order to attest the proper functionally of operational tools and processes. The
organizational units involved are also responsible for reinforcement of necessary on call shifts.
A non-exhaustive example of check-lists are shown in Annex 3, 4 and 5.
National Pre-Alert Status (if predefined):
Phase of analysis, verification and prior notification for any events that affect the entire National territory or a
significant part of it.
The forecast of widespread and critical weather events, affecting the entire Country or a large part of it shall
determine the declaration of the National Pre-Alert Status. This event causes the activation of the Pre-Alert
Status all over the national territory and for all the organizational units into the relevant perimeter.
The National Pre-Allert Status provides the same information flow and authorization described in the previous
paragraph.
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CRITICAL EVENT MANAGEMENT PROCESS
7.3.1. I&N Territorial Referent

Within the GBL I&N, are identified the following I&N Territorial Referents:
N° of
Country I&N Territorial Referent
Units
Argentina 1 Head of O&M Argentina
Brazil 4 Head of Area Brazil (Rio, Cearà, Goias, Sao Paulo)
Chile 1 Head of O&M Chile
Colombia 1 Head of O&M Colombia
Iberia 7 Head of Division
Italy 6 Head of Area
Romania 3 Head of Region (Banat, Muntenia, Dobrogea)
Perù 1 Head of O&M Perù
Beyond the normal office hours, the I&N Territorial Referent must be substituted by qualified employee skilled
to manage any operative emergencies.
Each I&N Country will provide, at intervals determined by Country (eg. Monthly), the list of names "on call shift,
24h / 7d" (see glossary)
7.3.2. Country Line Crisis Officer (C-LCO)

Within the GBL I&N, are identified the following Country Line Crisis Office
Country Country Referent
Argentina Head of O&M Argentina

Brazil Head of O&M Brazil
Chile Head of O&M Chile
Colombia Head of O&M Colombia
Iberia Head of O&M Iberia
Italy Head of O&M Italy
Romania Head of O&M Romania
Perù Head of O&M Perù
Beyond the normal office hours, the Country LCO can be substituted by qualified employee skilled to manage
any operative emergencies.
Each I&N Country will provide, at intervals determined by Country (e.g. Monthly), the list of names "on call
shift, 24h / 7d" (see glossary)
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7.3.3. Global Line Crisis Officer (G-LCO)

The role of the I&N Global LCO is assigned to the Head of Global O&M function within the Global I&N. This
name will be communicated to the units involved (Holding Security and Holding Real Time Communications).
Any changes of this name must be communicated as well as any changes of the business figure called to fill
this role.
In case of unavailability of the Global LCO, a substitute will be appointed and his contacts must be
communicated to the Country LCOs of each Country.
7.3.4. I&N Impact Matrix

The Emergency Status are declared usually when the parameter is above the thresholds describe by the I&N
Impact Matrix defined in each I&N Country/Company or are activated through the evaluation of other
operational elements.
The I&N Impact Matrix is a tool for the evaluation of Critical Events and it will be based on the data available
in real-time through the HV/MV network Remote Control System, on the estimation recovery time of energy
supply and the operational, environmental and logicistic conditions.
For the Global I&N, the I&N Impact Matrix to be adopted by each I&N Countries shall be based on the number
of unsupplied customers, the estimated hours of interruptions and the Restore Capacity (RC) as follows:
RC = Restore Capacity power supply within 24 Hours

CL = Crises Limit = (RC * 2 * 0,9)
N° of unsupplied customers
CL
RC
Minimum Warning Threshold
0 1 24 48
estimated hours of interruption
Operation events
Limit for the evaluation of the number of disconnected
Emergency Status Level 1 (Possible Green Code)
customers, net of the repositioning maneuvers of the AT
and MV power outages Emergency Status Level 2 (Possible Yellow Code)
Crisis Status (Possible Red Code)
The Minimum Warning Threshold (MWT) represents the maximum limit of unsupplied customers at the same
time beyond which it’s considered an Emergency Status. This limit is taken into consideration only in the
assessments made at the beginning of the emergency.
This limit must be carefully defined taking into account the average number of customers without service under
normal operating conditions (different from the the emergency/crisis status), considerating an observation
period of at least 12 months previous to the drafting of the local document of this Policy. However, the
interruptions below this threshold must be carefully assessed with regard to the duration of the individual
interruptions which must not exceed the standard expected to manage an event under normal conditions (on
average 8 hours). In situations where, despite having a total number of customers simultaneously unsupplied
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below the "Minimum Warning Threshold", high or unpredictable recovery times are expected, it must be given
the possibility of declaring at least the Emergency Level 1.
If, during the emergency, the number of customers falls below this threshold, it does not automatically mean
that the emergency is ended because another parameter must be evaluated such as the duration of the single
interruptions.
Each I&N Country/Company shall identify the “Minimum Warning Threshold” (MWT) and the “Restore
Capacity” (RC) in order to classify the correct Emergency Status Level. These thresholds should be agreed
with the Global O&M function.
When needed, the Country LCO can defined the I&N Impact Matrix for single Area/Region according to the
above criteria.
I&N Impact Matrix shall be defined in a detail of Emergency Operational Plan (EOP) for the critical
event/emergency management, to be issued in each I&N Country. The I&N Impact Matrix must be sent to their
respective Country for publication in the Country Policy.
Any changes to the parameters of Country I&N Impact Matrix shall be promptly communicated to the Global
O&M function and the respective Country.
CRITICAL EVENT REPORTING AND EVALUATION PHASE

The evaluation of Critical Event depending on the events detected on the HV/MV Remote Control System.
When the Minimum Warning Threshold is exceeded and downstream of the mainly restarting maneuvers
performed by the HV/MV network Remote Control System within one hour of the beginning of the emergency,
the Head of the Control Center (or his/her substitute), detects the number of customers that remain unpowered
and according to the following parameters, estimates the time required to restore the service:
- Restore Capacity (RC);
other external factors that may impact downward on the Restore Capacity:
- entity of the disruption as an extension of damaged installations;
- logistic difficulties;
- gravity of the phenomenon meant as its impact on installations and infrastructures (ex. earthquakes);
- other serious situations that impact over the re-establish of the electrical service
Based on the information received from the Control Center, the Head of the Control Center (or his/her
substitute) inform the Head of Local O&M Network Operations Unit that shall immediately inform the relevant
I&N Territorial Referent providing as much accurate information as possible.
The I&N Territorial Referent shall analyze and classify the Critical Event on the basis of the I&N Impact Matrix
and specific procedures issued by his/her Unit and evaluates the Emergency Status: Emergency 1° level,
Emergency 2° level, Crisis State.
The I&N Territorial Referent shall immediately notify the situation to the Country LCO by telephone and email
making sure, in any case, that the information is timely received.
The Country LCO then informs the Critical Event Monitoring Office about the Critical Event and the current
classification according to the Line Impact matrices, providing a detailed set of information, such as those listed
in Annex 2 (part 1 and 2): this communication must happen as soon as possible and however within 90 minutes
since the occurrence of the Critical Event.
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Furthermore, the Country LCO inform formally by email about the Country code classification:
 Head of I&N Country (green, yellow and red code)
 Global LCO (green, yellow and red code) - by email: i&n.gom.crisis@enel.com
 Head of Global I&N (yellow and red code)
In case of the escalation of an existing pre-alert or an ongoing Critical Event, the Critical Event Monitoring
Office is responsible to collect all the information in order to allow the involved actors to evaluate the situation.
In this case, the Country LCO has to inform the Critical Event Monitoring Office within 90 minutes since the
new classification according to the Line Impact matrices.
The Critical Event Monitoring Office immediately forwards by email all the information available activating the
Country CEC.
In case of Fatal or Severe Accidents, the Group CEO, the Segreteria AD office (segreteriad@enel.com) and
the Health & Safety Holding Unit (safety.enel@enel.com) have to be also informed according to the principles
of the Policy 237 “Classification, communication, analysis and reporting of incidents”.
The Country CEC (C-CEC) evaluates the Country Impact classification in accordance with:
 Affected Country LCOs;
 Country Institutional Affairs;
 Country Communications.
The Country CEC, taking into consideration the Line Impact evaluation as well as possible impacts at Country
level (e.g. on external stakeholders), proposes to the Country Manager a Country Impact evaluation (which is
independent from the technical one), according to the following classifications: Country Green Code, Country
Yellow Code, Country Red Code.
The Country CEC has to propose the Country classification to the Country Manager within 45 minutes since
the communication from the Country LCO.
Depending on the proposed classification status code, the Country Manager:
 in case of a Country Green Code can approve or modify the Critical Event classification informing
the Country CEC. Anyway, the Emergency Status declared by the Business Line remains valid
regardless of the critical event classification.
 in case of a Country Yellow Code, after consulting the Head of Global I&N and the Affected Region
Manager (if applicable), can approve or modify the critical event classification informing the Country
CEC and the Group CEC. In turn, the Country LCO, must inform the Head of Global I&N. Anyway, the
Emergency Status declared by the Business Line remains valid regardless of the critical event
classification.
 in case of a Country Red Code, after consulting the Head of Global I&N and the Affected Region
Manager (if applicable), can approve or modify the critical event classification informing the Country
CEC the Group CEC and the CEO. In turn, the Country LCO, must inform the Head of Global I&N.
Anyway, the Emergency Status declared by the Business Line remains valid regardless of the critical
event classification.
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In any case, the Country Code must be activated by the Country Manager within 3 hours since the
occurrence of the Critical Event.
In case the Country Manager is temporarily unavailable, the Country classification can be approved by the
Country CEC; the classification must be confirmed by the Country Manager as soon as possible.
The Critical Event Monitoring Office, according to the indications provided by the Country CEC, decides the
frequency of the bulletins and informs the Country LCOs.
In case of the activation of a Country Yellow or Red Code the Group CEC also evaluates possible impacts of
the Critical Event at a Group level and in this case proposes to the Group CEO the activation of a Group Red
Code.
The Group CEO can:
 approve the activation of the Group Red Code, convening the Group’s Crisis Management Committee.
In case the Group CEO is temporarily unavailable, the Group’s Crisis Committee will be called by the
Group CEC;
 reject the activation of the Group Red Code, returning to the Country management of the Critical Event.
DRAFTING OF THE EMERGENCY OPERATIONAL PLAN (EOP) FOR THE MANAGEMENT OF

CRITICAL EVENTS/EMERGENCIES – MINIMAL CONTENTS
Each I&N Country/Company shall define its own Emergency Operational Plan (EOP) for Critical
Event/Emergency management considering the different I&N Organization Structure and criticalities at Country
level. Furthermore it must be in agreement with the related Country Policy.
In order to align the critical events/emergencies management procedures among all the Countries, the
Emergency Operational Plan (EOP) issued by the I&N Countries shall detail at least the following topics:
 Description of the process for the classification of Critical event status, Emergencies and for the
operational management of actions on widespread faults of the power grid;
 Definition of roles and responsibilities within the emergency management process;
 Definition of the main preventive activities to be fulfilled (i.e. equipment identification, network setup
and additional supplies) by the Organizational Units involved;
 Definition of the territorial teams to be involved in case of Emergency or Crisis Status;
 Definition of the internal communication process, during emergency conditions and Crisis Status;
 Description of the training for the employees assigned to the emergency management;
 Drafting and recording of the emergency reports.
 The management of emergency generators, both property and other parties: where shall be
described about the generators management, indicating their availability and capacity, the
identification of storage area, the priority defined to use generators, the operational staff required
and the times stablished to connect, fuel management
 A periodical report to check the implementation of control activities. To this aim, a formaly delegate
must be identified who every six months, checks and updates all the preparations and
documentation foreseen in the EOP. The letters and/or e-mails of assignment must be filed in the
Repository. The preventive activities include the activities envisaged by the Check List certifying the
verification activities carried out by the units involved;
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 Definition of the process for the collection of photos and videos on the field attesting the causes of
the emergency/crisis status and the work of the task forces to restore the service. These photos and
videos, as well as highlighting the entity of the damage, must also be used for insurance purposes
and must therefore be georeferenced. Since these are photos and videos meant for external use;
they should be taken directly from the people on the field through smartphones when available,
checked by H&S of I&N Country and uploaded on a repository by the I&N Territorial Referents).
H&S of I&N Country, the colleagues responsible for the management of the digital channels (e.g.
Facebook and Twitter) for the I&N Country/Company and the C-CEC have to be able to access to
the repository.
The O&M Country units shall be responsible for updating this Emergency Operational Plan (EOP) on the crisis
management and a hard copy of it shall be kept in the Territorial Crisis Room.
EMERGENCY STATUS AND RELATED OPERATIONS

The Emergency Status, which shall be defined into the Emergency Operational Plan (EOP), are listed below:
7.6.1. Emergency Status Level 1
The Emergency Status Level 1 is usually triggered on the basis of the I&N Impact Matrix, in case of low
business impact and limited at a local level, with grid faults managed (identification, localization and repair)
through the resources normally available (Internal and Third-parties resources).
The Emergency Status Level 1 is generally closed within 24 hours. Obviously, this evalutation is a forecast. If
the 24 hours duration is exceeded, the emengency status level will have to be reconsidered..
On the basis of the information received from the Control Center, the Head of the Control Center (or his/her
substitute in h24/7 shifting) inform the Head of Local O&M Network Operations Unit, which shall immediately
inform the relevant I&N Territorial Referent, providing as much accurate information as possible.
On the basis of the information received, the I&N Territorial Referent:
 classify and authorizes the Emergency Status level 1;
 immediately notify by telephone and email the situation to the Country LCO making sure, in any case,
that the information is timely received and communicating the Emergency Status level 1 for the
evaluation of Green Code with the Critical Event Monitoring Office, following the methods stated in the
Policy n. 24 “Critical Event Management”, and according with the same Policy and other procedures
issued at Country level for relevant matters;
 setup the Territorial Crisis Unit and open the Territorial Crisis Room.
The I&N Emergency Responsible must be formally identified into the Level 1 Emergency Statement, usually
corresponding with the I&N Territorial Referent (or his/her substitute).
The I&N Emergency Responsible is responsible for updating periodically (maximum every 2 hours) on the
evolution of emergency status communicating at least the information in the Annex 1 and Annex 2 (part1 and
2) to the Country LCO.
The Country LCO will:

 collect the information coming from the Territorial Referent or from several Territorial Referents if the
emergency is involving more than one Area/Company in the same Country;
 consolidate the situation in one structured email including Annexes: Annex 1, Annex 2 (part 1 and2)
and the declaration of Statement Emergency 1° level (shown in the Annex 7)
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 send to a specific mailing list to be defined and updated into the I&N Country Emergency Operational
Plan (EOP) where in address they will have to be:
o Head of I&N Country
o Global LCO (by email: i&n.gom.crisis@enel.com)
 send periodically (at least every 2 hours) a structured report to the Head of I&N Country and the
Global LCO (by email: i&n.gom.crisis@enel.com); the same email could be sent to other internal
stakeholders defined in local operating instructions.
The Territorial Crisis Unit, supported by Local O&M Network Operations unit, perform the following activities
to manage the Emergency Status Level 1:
 Monitoring the service interruptions and evaluating the recovery time;
 Monitoring the activities of the Control Center (i.e. compliance with operational priority list based on
the number and typology of unsupplied customers, to monitor lines not considered into the fault
selection phase), monitoring the activities of the Alert Fault Service and of the operational units;
 Monitoring the internal and third-parties activities (i.e. Emergency Status Statement issuing,
activation of a Task Force Team of the local teams, emergency power supply devices management,
coordination of vehicles aim to detection of cable fault).
 supporting the internal communications colleting the information (i.g. the number of customers
without energy supply, the expected service recovery time, the number of internal and third parties
resources involved into the emergency activities ) into reports to be transmitted to the I&N Emergency
Responsible.
 Functional and operating interface with the Local Institutions (i.e. Municipalities, Local Institutions,
Civil Protection).
A specific Task Force Team, set with employees of other operational units and/or from Third-parties, shall be
activated in case of internal resources of an operational unit is not enough to face the recovery of all grid faults
occurred. The members of Task Force Team shall be defined in advance in order assure the prompt activation
of Task Force Team itself.
The Network Development unit shall promptly provide:
 list of Third-parties suppliers working on the relevant perimeter of the I&N Country including the name
of their Representatives and the related contacts (i.e. e-mail and mobile number).
 list of the vehicles, the equipment and the emergency power supplier devices owned by
abovementioned Third-parties suppliers;
 list of emergency power supplier devices and emergency light towers rental companies;
 list of the local Third-parties companies that can provide services in case of specific emergency
needs (e.g. helicopter rental).
Additional Local Emergency Teams dedicated to the emergency activities could be provided into the
Emergency Operational Plan (EOP) depending on the I&N Country organization structure.
The I&N Emergency Responsible is in charge for requiring the Local Emergency Teams set-up.
The communication process on emergency evolution will be managed in accordance with Policy n. 24 “Critical
Event Management” - and other procedures issued at Country level for relevant matters.
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7.6.2. Emergency Status Level 2

The Emergency Status Level 2 is usually triggered on the basis of the I&N Impact Matrix when detecting, into
the Control Center relevant perimeter, widespread and extended service interruptions affecting a large number
of infrastructures and involving a large territorial area and customers; this level of emergency usually requires
internal or third-parties resources from other operational units, exceeding the normal management of the
network. It can also arise from an Emergency Level 1 Status.
The Emergency Status Level 2 is normally closed within 48 hours. Obviously, this evaluation is a forecast. If
the 48 hours are exceeded, the emergency level will have to be reconsidered..
On the basis of the information received from the Control Center, the Head of the Control Center (or his/her
substitute in h24/7 shifting) inform the Head of Local O&M Network Operations Unit which shall immediately
inform the relevant I&N Territorial Referent providing as much accurate information as possible.
 classify and authorizes the Emergency Status level 2;
that the information is timely received and communicating the Emergency Status level 2 for the
evaluation of Yellow Code with the Critical Event Monitoring Office, following the methods stated in
the Policy n. 24 “Critical Event Management” and according with the same Policy and other
procedures issued at Country level for relevant matters;
The I&N Emergency Responsible must be formally identified into the Level 2 Emergency Statement, usually
corresponding with the I&N Territorial Referent (or his/her substitute).
evolution of emergency status communicating at least the information in the Annex 1 and Annex 2 (part1 and
emergency is involving more than one Area/Company in the same Country;
 consolidate the situation in one structured email includinf Annexes: Annex 1, Annex 2 (part 1 and2)
and Annex 8
and the declaration of Statement Emergency 2° level (shown in the Annex 8)
o Head of Global I&N
 send periodically (at least every 2 hours) a structured report to the Head of I&N Country and the
stakeholders defined in local operating instructions.
As for Level 1 Emergency Statement process, the Task Force Teams and the Local Emergency Teams shall
be defined into the Emergency Operational Plan (EOP).
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7.6.3. Crisis Status

The Crisis Status is declared when occur events exceptional and extended duration emergency in accordance
to the I&N Impact Matrix. This status requires the definition of specific strategy and may be aggravated by one
of the following events:
 Prolonged malfunctioning of the HV/MV network Remote Control System;
 Lack of supply for the electric network of the Control Center;
 Spread faults of the HV/MV network Remote Control System of the HV/MV substations that are
included in the area of influence of the Control Center, with an assumed duration longer than 60
minutes;
 Other causes that significantly interfere with the activities for the restoration of the normal Operation
following the standard methodologies prescribed for the emergency procedures;
The Crisis Status is normally lasts more than 48 hours.
On the basis of the information received from the Control Center and in case of Crisis Status is not resulting
from an Emergency Status (Level 1 or 2), the Head of the Control Center (or his/her substitute in h24/7 shifting)
inform the Head of Local O&M Network Operations Unit which shall immediately inform the relevant I&N
Territorial Referent providing as much accurate information as possible.
 classify and authorizes the Crisis Status;
that the information is timely received and communicating the Crisis Status for the evaluation of Red
Code with the Critical Event Monitoring Office, following the methods stated in the Policy n. 24 “Critical
Event Management” and it shall be managed according with the same Policy and other procedures
issued at Country level for relevant matters;
The I&N Emergency Responsible must be formally identified into the Crisis Statement, usually corresponding
with the I&N Territorial Referent (or his/her substitute).
evolution of the Crisis Status communicating at least the information in the Annex 1 and Annex 2 (part 1 and
crisis is involving more than one Area/Company in the same Country;
and the declaration of Crisis Status (shown in the Annex 9)
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o Head of Global I&N
 Send periodically (at least evenry 2 hours) a structured report to the Head of I&N Country and the
stakeholders defined in local operating instructions;
As for Emergency Level 1 e 2, the Task Force Teams and the Local Emergency Teams shall be defined into
the Emergency Operational Plan (EOP).
The Crisis Status can be declared independent of the I&N Impact Matrix when one of the following conditions
occur:
 A serious event that can affect the ENEL Group image and requires the definition of on-purpose
strategies both at local and global level.
 Catastrophic events with severe damages to the main installations, sabotages, terroristic attacks,
earthquakes, tsunamis, etc.
The HV and MV network schemes, uploaded and periodically updated into an identify local Personal Computer,
into a backup support (e.g. USB key or hard drive), shall be available for consultation in case of Crisis Status.
Furthermore, the following list shall be available for consultation:
 list of premises and relevant sites;
 list of customers with priorities (i.e. Hospitals, Government buildings, etc.);
 list of telecommunication sites managing data transmission or critical telecommunication nodes (i.e.
BTs, TLC nodes, shelters)
For premises and relevant sites proper emergency solutions must be defined identifying the relevant systems
to be recovered: HV/MV substations, MV/LV substations and any LV lines.
It will be defined the frequency and the area responsible of the relevant information actualization to manage
the crisis status, including the HV an MV network schemes, list of premises and relevant sites, list of customers
with priorities, and list of telecommunication sites managing data transmission or critical telecommunication
nodes.
In order to recover HV grid faults, a priority communication network with the HV Transmission System Operator
must be always available in the Control Center.
A specific procedure aimed to prioritize the recovery operations on the HV/MV substations shall be defined
and available in case the emergency operations through HV/MV network Remote Control System are not
possible, and a re-activation plans shall be available if any.
Furthermore, a list of employees dedicated to recovery operations on the HV/MV substations must be defined
and available.
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7.6.4. Emergency/Crisis Status closure

Once the emergency/crisis situation is over, the I&N Emergency Responsible shall officially declare the closure
of the Emergency/Crisis Status transmitting the annexes (7-8 or 9) to all relevant process stakeholders
previously involved during the Emergency/Crisis management procedure and properly filled in the closing part
of annex.
During the Emergency/Crisis Status closure, limited part of power grid could be still out of power supply or
some planned interruptions could occur in order to reactivate the service in safe conditions.
The Country Critical Event closing must be proposed by the affected Country LCOs to the Country CEC. The
Country CEC then informs the Country Manager who is in charge of deciding on the closure. After the decision
of the Country Manager, the Country CEC informs the Critical Event Monitoring Office.
In case of a Country Red Code, the Country Manager also informs the CEO, the Affected GBL Directors and
the Affected Region Manager (if applicable) about the closure of the Country Red Code.
The Group Red Code Critical Event closing must be proposed by the Affected GBL Directors to the CEO who
decides on the closure and closes the Group Crisis Committee. The Group CEC informs the Security Control
Room Italy.
The Critical Event Monitoring Office (or Security Control Room Italy in case of a Group Red Code) shall notify
the end of the Critical Event with a final bulletin to be sent to all the actors involved in the previous bulletins
and stores all the documentation in the Critical Events Repository with the aim of further analisys and best
practice dissemination.
TASK FORCE
Each Company (or its sub-territorial group) must prepare the Task Force plan from which it’s possible to identify
the resources and the available means to be used if it is necessary to activate operational reinforcements.
In exceptional cases, after the statement of the Pre-Alert state, in relation to the type and intensity of the
planned expected, it is possible to evaluate in advance the possibility of activating the use of the Task Force
resources (personnel, vehicles, electricity generators, etc.), assigning them to the territories, which should be
affected by weather events.
Moreover, in case of Pre-Alert with an expectation of a serious consequence or when the number of resources
involved in the repair of the HV/MV/LV faults after statements of Emergency 2nd level or Crisis Status is not
enough to deal with all the faults, it’s possible to activate a special Task Force’s resources at different levels
depending on the severity of the events:
- displacement within the same company in case of Emergency 2° level and Crisis Status declared.
Coordination by the I&N Territorial Referent;
- displacement between different companies within the same Country: in case of Emergency 2° level
and Crisis Status declared. Coordination by the Country LCO;
- displacement between different Countries in case of Crisis Status and Red Code declared by the
Country. Coordination by the Global LCO.
The activation of the inter-State Task Force can be implemented in according to local policies and law
regulation. En non-exhaustive list of the activation conditions of the Inter-state Task Force is shown in Annex
11.
The activation of the inter-State Task Force must be requested to the Global O&M function by the Country
LCO of the Country concerned, prior to authorization by the Head of I&N Country. The Global O&M function
will validate the request and also coordinate the mobilization between countries.
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OPERATIONAL PROCEDURES FOR COMMUNICATION WITH CUSTOMERS

In case of emergency conditions with widespread and extended power supply faults, shall be provided a Fault
Alert Service, properly staffed with dedicated internal or third-parties employees, in order to ensure a proper
customer service by mean of a call center. The call center operators shall provide, as far as possible, an
estimation of power supply timing of recovery.
Further communications media (e.g. smart-phone apps, SMS or social network providers) shall be previously
identified with the Global O&M function and other relevant functions involved (e.g. Communication Function)
RELATIONSHIP WITH THE INSTITUTIONS

In order to ensure proper synergies with all the relevant Institutional Organizations inv olved during the
Emergencies/ Crisis Status, shall be organized meetings both at National and Local level with the Civil
Protection and Governmental representatives.
In these meetings shall be shared and discussed Emergency Emergency Operational Plan (EOP) for the
country and defined the communication media to be used in case of critical events/ emergencies.
In order to ensure a direct interface between Institutions and Enel, Enel employees dedicated to the emergency
recovery activities must be available (organized in shift if necessary) into the Crisis Offices set-up with the
relevant Institutions.
REPORT OF EMERGENCY AND DOCUMENT STORAGE

For the Emergency Status Level 2 or Crisis Status, within 15 working days from the closure of event, the I&N
Emergency Responsible shall draft a Report of Emergency, including minimum the content described in Annex
10.
The same Annex 10 content must be used for the emergency/crisis simulation report, and should be sent 5
working days after the simulation to GO&M Unit.
The Report shall be registered with a progressive identification code for the country, the year and the
emergency number assigned within the year.
The Report will be printed in an hardcopy and in a PDF copy and both will be stored by Local O&M Network
Operations Unit, together with other attachments related to the emergency process. The documentation must
be stored for 10 years.
PERIODICAL ACTIVITIES FOR THE CRISIS MANAGEMENT PROCESS

The Emergency Operational Plan (EOP) for the crisis management must provide periodical controls (frequency
has to be defined) to be performed through specific check-lists in order to check the correct application of the
operational instructions defined into the Emergency Operational Plan (EOP) itself.
In order to periodically check the Emergency Operational Plan (EOP) and ensure a proper training to all the
Organizational Units involved in the emergency management, two different monitor plans shall be provided:
one during the Winter season (Winter Plan) and the other during the Summer season (Summer Plan) or other
critical climatic conditions. During these monitor phase, the check-lists at the Annex 3 and Annex 4 will be
executed.
The check-lists used during the monitor phases shall be dated, signed by the checks responsible, stored in
the each Organizational Unit checked and available in case of further verifications.
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Moreover, each I&N Country shall perform, minimum every year (or different frequency according with local
laws and regulations), one emergency simulation in order to check the Emergency Operational Plan (EOP).
The simulation of each year should be a different case of emergency level of the previous year.
In emergency simulations, the country must necessarily be involved; therefore it requires a strong coordination
in the planning and execution of this activity. For this purpose, the Emergency Plan of each I&N Country, must
transpose the procedures provided by the respective country.
Participation in other simulations could be requested by third parties such as the Civil Protection or other bodies
dedicated to the safety of the population.
The Local I&N O&M function shall analyse the criticalities resulted during the checks, in order to detect the
causes and define the corrective actions to be formalized in the report on simulated emergency, which must
include minimum the content of the Annex 10. The dates of the emergency simulation must be communicated
by the Local I&N O&M function to the Global O&M Function
An hardcopy of the report shall be stored by Local I&N O&M function and the improvement actions shall be
implemented reviewing the Emergency Operational Plan (EOP). Moreover a copy of the report shell be send
to the Global O&M Function.
EMPLOYEE TRAINING
In case of relevant changes to the Emergency Operational Plan (EOP), each I&N Country shall organize a
specific operational and technical training sessions for the employees dedicated to the crisis management
process. The frequency and the areas/staff involved in the incident and crisis management must be defined.
In any case, it should be provided regular operational and technical training to raise awareness of employees
about the topics of emergency management.
The certification or list of attendance to the training sessions shall be drafted and stored into training records.
CHECK LIST OF THE ACTIVITIES FOR THE CORRECT MANAGEMENT OF

EMERGENCIES/CRISIS
PRELIMINARY ACTIVITIES
Dissemination and periodic training on Emergency procedure;

Establish what is the IT tool that provides real-time data of customers switched off during
the emergency and verify their reliability. These tools must be known by the people who,
for various capacities, may be involved in an emergency;
Carry out periodic simulations with the involvement of all relevant actors;
Prepare and maintain the Territorial Crisis Room that must be equipped with the necessary
tools and documents to deal with an emergency. He must be appointed a head for this type
of activity;
Organize periodical meetings with the Institutions taking care to sign protocol of
agreement that establish the agreements made and the references with the persons
responsible for the various activities.
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Maintain the efficiency of remote control devices of Primary Substations and those installed
on the MV network;
Maintain efficiency in the auxiliary power sources of the Control Center and Zone/Poli
Outside also providing of switching for test from main to auxiliary power supply;
Prepare lists with all the useful phone numbers in case of emergency. The list should be
shared on the server and on paper in the Territorial Crisis Room. A person responsible for
this type of activity must be appointed;
Define the criteria with which the installation priorities of the generators are established
(number of customers, telephone repeaters, special customers, etc.);
Organize a repository in which to deposit all the documentation of an emergency. The
documentation must be categorized neatly for a quick search;
Organize a repository in order to upload photos and videos on the field attesting the causes
of the emergency/crisis status and the work of the task forces to restore the service. H&S
of I&N Country, the colleagues responsible for the management of the digital channels (e.g.
Facebook and Twitter) for the I&N Country company and the C-CEC have to be able to
access to the repository;
Provide tools for monitoring critical situations (lightning detection, low temperature, etc.)
PRE-ALERT
Check through check list, the equipment and the means, the Zone and the Control Center;
Reinforce adequately in terms of available resources, the Zone and the Control Center;
Pre-define who will be the person responsible for the emergency;
Prepare blank formats that will be used in periodic communications in the event of an
emergency declaration;
Set up mailing lists to which communications will be sent;
Recover, as much as possible, remotes unavailable on the MV network and Primary
Substations;
Suspend the work planned on the AT lines, Primary Substations and main branches of
MV line.
EMERGENCY/CRISIS:
Activation of the Emergency Plan declaring the emergence or crisis status envisaged
according to the I&N Impact Matrix and;
Send the declaration of Emergency/Crisis Status (Annex 1 and 2 - Annex 7 or 8 or 9);
Opening the Territorial Crisis Room providing in advance the turn over of people who will
preside, each for its own competence.
Depending on the severity of the emergency, opening of other Crisis Rooms to diferents
levels in the country with central and peripheral organization
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Appointment of the I&N Emergency Responsible if not already communicated in the pre-
alert state
Declaration code colored by the Country Manager (green, yellow or red)
Information to the hierarchical business line about the code colored defined by the Country
Activate within the Territorial Crisis Room, a telephone station to receive communications
from the Authorities and write down the contacts in a special register.
Activation of the necessary resources. Regarding the teams in the field empirically at least
one team is expected for each faulty power MT line. Plan in advance the turn over of people
on the ground;
Reinforcement of the staff at the Control Center;
Need assessment for activation of task forces from other non-emergency territories
(including other States)
Request for special vehicles from external bodies with previously agreed methods
(helicopters, snow-plow, etc.)
According to the internal organization, activate a number of suitable locations for the outage
management, with its own staff or with through call centers
Operate in the MT network according to the Policy 69 minimizing the impact to the SAIDI or
TIEPI.
Maneuvers in remote control and with personnel on the ground taking into account the
priority: AT lines, Primary Substations, number of customers out of service by MV line,
sensitive customers, dangerous situations, etc.
BT faults, as far as possible, must be managed in parallel with MV faults with a sufficient
number of resources. If this is not possible, the resources that are gradually available must
be used for the management of BT failures.
Monitoring of failure report received to detect fault location and danger situations in
advance.
Estimate of the recovery times for each HV, MV and LV localized fault for possible
installation of the generators and for included these times in the outage management
systems that allow it to provide an adequate response to customers who request it.
Sending maximum every 2 hours the periodic reports with the data of emergency to to the
already prepared mailing list of recipients Annex 1 and Annex 2 (part 1 and 2).
Check of the time of restoration of the electricity service every two hours and evaluation of
the possible new emergency status to be declared based on the I&N Impact Matrix. If to be
raised, communication to the hierarchical line as above
Provide the necessary information to the External Relations Office for communications to
the media and Institutions
An ENEL delegate must be present at the Institutions if a crisis room is opened
Analyze potential safety risk behaviors and promptly report them to the Safety unit
Collection of photos and videos on the field georeferenced attesting the causes of the
emergency/crisis status and the work of the task forces to restore the service (these photos
and videos are meant for external use; they should be taken directly from the people on the
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field through smartphones - when available - and uploaded on the repository by the I&N
Territorial Referents)
Check with H&S of I&N Country of the photos and videos with the task forces at work on
the repository.
Upload of photos and videos on the dedicated repository so that they can be used externally
(on social media and/or sent to the media) to show the effort of I&N to restore the service.
The material checked by H&S of I&N Country has to be clearly identified on the repository
so that it can be used externally.
Set up the insurance process that includes, among other things, the prompt notification of
the accident, the contact with the insurance experts for visiting damaged installation as soon
as possible, external consultancy for complex damages. In addition, an accounting account
must be opened in SAP where must be allocated all the costs incurred in emergency
management.
AFTER EMERGENCY/CRISIS
Evaluation of the impact of the emergency on the indicators in terms of SAIDI and SAIFI
and evaluation of the possible spin off due to exceptional events
Draw up the final report of the emergency according to the Policy 34 effectively documenting
also the actions taken all accompanied by extensive photographic documentation. In the
document will be also detailed the management committee with the names of the
participants, the decisions and actions taken
To effectively document the damage to own electrical installations caused by the
emergency to open practices to insurance policies.
Closure of the insurance practice and definition of the economic amount.
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8. RELATED ORGANIZATIONAL DOCUMENTS TO BE IMPLEMENTED AT COUNTRY LEVEL

Each Global I&N Unit at Country level shall issue a detailed procedure (Emergency Operational Plan - EOP)
aimed to detail operational measures for dealing the operational incidents and related business disruptions,
according to the law/ technical peculiarity of each country and aligned to this document and shall comply with
any procedures issued by Countries for relevant matters.
The Emergency Operational Plan - EOP of each country has to be sent to Global Operation & Maintenance
within 30 days after the publication of this Policy.
ANNEXES
ANNEX 1: EXEMPLE OF FORMATS OF THE EMAIL THAT ACCOMPANYING ANNEX 2
ANNEX 2: SUMMARY REPORT ON THE CRISIS EVENT FOR INTERNAL PERIODICAL UPDATE
ANNEX 3: CHECK LIST DOCUMENTATION HANDBOOK
ANNEX 4: CHECK LIST OPERATIONAL UNIT
ANNEX 5: CHECK LIST CONTROL CENTER CHECK
ANNEX 6: PRE-ALERT STATEMENT
ANNEX 7: LEVEL 1 EMERGENCY STATEMENT
ANNEX 9: CRISIS STATEMENT
ANNEX 10: EMERGENCY/CRISIS REPORT
ANNEX 11: CHECK LIST TASK FORCE
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ANNEX 1: EXAMPLE OF FORMATS OF THE EMAIL THAT ACCOMPANYING THE ANNEX 2
EXAMPLE - AT BEGINNING OF THE EVENT
Object: emergency reference …….. - Update n° 1 of time: hh:mm

Emergency Status: Emergenza1 livello/Emergenza 2 livello/Crisi
Critical Event: (if declared): Green/Yellow/Red
Meteorological phenomenon: snow with strong wind and danger of galavern
As announced by the weather reports of recent days, from this night, a wave of bad weather is affecting the
network of ......................, especially the northern and central regions…………...
Atmospheric phenomena are causing numerous system failures due to ....................
By now, the number of unsupplied LV customers is ......................
Below is the detail:

- Region/Area: in the provinces of ......... .. the persistence of bad weather causes the onset of new
failures that make the situation dynamic. We are providing to send Power Generators .....….
- Regione/Area: in the provinces of ......... .., and in particular in the city of ............... .. logistical
difficulties are reported that make the road system particularly difficult …
Next update scheduled for: hours hh:mm
ANNEX:
- ANNEX 2 (part 1 and 2)
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INTERNAL USE
Policy No. 34
Guidelines
Application Areas
Perimeter: Global
Service Function: -
EXAMPLE OF PERIODICAL UPDATE
Object: emergency reference …….. - Update n° 2 of time: hh:mm

Emergency Status: Emergenza1 livello/Emergenza 2 livello/Crisi
Critical Event: (if declared): Green/Yellow/Red
Meteorological phenomenon: snow with strong wind and danger of galavern
Bad weather conditions continue and affecting in particular the regions ................ Atmospheric phenomena
(storms, storms and strong winds) entail a dynamic and constantly evolving situation in the network. The
weather situation is worsening (improvement, stable, etc.).
Actually, the number of unsupplied LV customers is ......................
Below is the detail:
- Region/Area: The persistence of bad weather causes the onset of new failures that make the
situation dynamic.
- Region/Area: City of ...... approximately 7.000 disrupted customers including a hospital. Are
underway the necessary repairs and installations of power generators. It is expected to restore the
service today in the late afternoon.
- Region/Area: in the provinces of .......... inspections of the High Voltage overhead lines are
underway to verify the damage also with the aid of helicopters..
- Region/Area: in the Provinces of ………. There are areas for next evacuation by flooding. Fault
selection maneuvers and start of necessary repairs are being carried out and power generators are
being installed.
Possible actions to decrease the impacts and recovery forecasts of service: With the reinforcement of
n° ………resources in the field and the installation of n ° ……... generators, it is planned to restore the service
no later than the hours …………. of tomorrow .......
The restoration of the AT line is also envisaged, which will allow the restoration of the AT power supply of the
Primary Substation of ..........
Next update scheduled for: hours hh:mm
ANNEX:
- ANNEX 2 (part 1 and 2)
28/41
INTERNAL USE
Policy No. 34
Guidelines
Application Areas
Perimeter: Global
Service Function: -
ANNEX 2: SUMMARY REPORT ON THE EMERGENCY/CRISIS EVENT FOR INTERNAL PERIODICAL UPDATE
(PART 1 AND 2)
ANNEX 2
Company logo SUMMARY REPORT ON THE EMERGENCY/CRISIS EVENT FOR INTERNAL PERIODICAL UPDATE - PART 1
(TO BE UPDATED EVERY 2 HOURS)
Company name/ Network Operation/Country or Region unit/Network Operation and Maintenance Unit/Control Center
Situation at hh:mm a.m./p.m. dated dd/mm/yyyy
N° Unsupplied N° of MV/LV Expected recovery time after the

Local Total LV Customers Event Start Unsupplied MV Lines
Region/ LV Customers secondary fault identified
Operational of the
Municipality of (of which HV Origin: substation out of
Unit/Area Region/Municipality Date Time Name Date Time
origin) HV, MV, Tr. HV/MV service
Line 1 MV gg/mm/aa hh:mm

Region A 10.000 100 (50) gg/mm/aa hh:mm Line 2 MV
Line 3 MV
Unit 1
Line 4 Tr. HV/MV
Line 5 Tr. HV/MV
Line 6 HV
TOTAL N° … N° … TOTAL: N° … TOTAL: N° …
N° of HV/MV Susbstation totally ENEL - n° of people (of which field

out of service
N°… N° of HV end MV Operators in workers)
N° 108 (95)
the Control Center:
N°…
N° of HV/MV Transformers out of THIRD PARTIES - n° of people, only

service
N°… N° Resources on
field workers
N°…
field:
N° of emergency Power TASK FORCE: total number of field

Generators activated
N°… workers, own, from another
N° of faulted HV Lines: N°… Company, Interstate (of which third
N°…
parts)
29/41
INTERNAL USE
Policy No. 34
Guidelines
Application Areas
Perimeter: Global
Service Function: -
ANNEX 2: SUMMARY REPORT ON THE EMERGENCY/CRISIS EVENT FOR INTERNAL PERIODICAL UPDATE - PART 2
Company logo
(TO BE UPDATED EVERY 2 HOURS)
Company name/ Network Operation/Country or Region unit/ Network Operation and Maintenance Unit/ Control Center
Situation at hh:mm a.m./p.m. dated dd/mm/yyyy

GENERAL
Specify if the interruption is caused by a
Starting time of the interruptions: dd/mm/yyyy - hh:mm Cause and Weather conditions: i.e. wind, snow, storms, floods yes/no/also
fault on the Transmission Line:
Statement declared/Color Code Emergency Level 1, Emergency Level 2,

Not any /Green / Yellow / Red Emergency Responsible Name - telephone
declared: Crisis Status
Crisis Rooms open at the Institutions
Crisis Rooms opened at: Operative Center, Area, Operative Unit etc. City Hall, Civil Defens, etc.
and/or Local Authorities (si las hay)
UNSUPPLIED CUSTOMERS
Number of customers disconnected after about 1 hour
Maximum peak of unsupplied LV and MV customers until
for the determination of the emergency status according N° … N° …
now:
to the impact matrix
OTHER ELECTRICAL INFORMATION
Name substation % Customers re-feeding Name substation Name Trafo % Customers re-feeding
Totally disconnected HV/MV Substation Substation 1 ...% Faulted HV/MV Enel transformers with Substation Trafo … HV/MV ...%
and the percentage of re-feeding the percentage of re-feeding through the
through the MV network:
Substation 2 ...% MV network:
Substation Trafo … HV/MV ...%
Name HV Line Name HV/MV Substation State Name HV Line Name HV/MV Substation State
Faulted HV lines by Transmission
HV Line… HV/MV Substation ...... radial supply/disconnected Faulted HV lines owned by ENEL with HV Line… HV/MV Substation ....... radial supply/disconnected
Operator (not Enel) with indication of
indication of the HV/MV substations with
the HV/MV substations with a radial HV Line… HV/MV Substation ...... radial supply/disconnected a radial supply or disconnected: HV Line… HV/MV Substation ....... radial supply/disconnected
supply or disconnected
COMMUNICATION SYSTEMS
Eventual fault of the Remote Control
Eventual unpower supply in the Control
System of Control Center (STM, SAC
Center of ……………
etc)
Name substation From Name substation Recovery time
Widespread permanent faults of the
Substation 1 date/time Disrupting of phone/intranet Phone …. date/time
HV/MV network Remote Control
communication systems with expected
System in the HV/MV substations with Substation 2 date/time Intranet …. date/time
recovery timing:
duration above 60 minutes:
ADDITIONAL INFORMATION
Logistical difficulties situation: Traffic, floods, streets not available, etc. Other significant information:
Graphic of service outages in the period:
Note: The graph must represent the trend of

the customers for the duration of the
emergency, from its beginning to the current
date / time
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INTERNAL USE
Policy No. 34
Guidelines
Application Areas
Perimeter: Global
Service Function: -
ANNEX 3: CHECK LIST DOCUMENTATION HANDBOOK

The Control Center referent, appointed by the Head of Local O&M Network Operations, must perform the following
periodical planned checks every six months, usually in occasion of Summer or Winter plan. The check-list used
and filled in shall report the date of the check and the name of the person in charge to perform it. The Check-list
will be stored in Control Center department.
ANNEX 3
Company logo
CHECK LIST DOCUMENTATION HANDBOOK
Date of Check Control Center Auditor Name Signature
Presence /
Availability Description Notes
YES/NO
Local Emergency Operational Plan (EOP) in the Crisis Room
List of on call shift employees for operational support from O&M

Network Operation unit
List of on call shift employees for operational support from Network
Development, HSEQ, NCO, Digital Hub and the operational units
List of on call shift employees in charge for information collection
List of on call shift employees from the support units (not belong to
I&N) in charge of the operational coordination and technical support
List of on call shift employees of telephone companies that
manage remote control carriers
List of Customers with electro-medical equipment
List of Referent of Public Institutions, Municipalities, Regions, etc.
Emergency contacts for Civil Protection, Foreign people, Police

Stations, Fire Brigades, etc.
Phone numbers of the all technical-operative employees
List of departments and employees involved in the crisis status of

other Enel Companies
List of operational and technical personnel divided by skill for safety
purposes
List of personnel trained for interventions in HV/MV substations
List of employees for the cable fault localization
List of specialised employees from billing and metering units
List of employees for HV/MV network Remote Control System
List of the emergency power supply devices owned by the Enel or

Third parties/ Service
List of the special vehicles of the operational units
Specific emergency plans
Supply recovery plan for HV/MV substations
Relevant sites list
List of HV/MV substations with priority to be safeguarded
Operational regulation of the Transmission System Operators

(interconnections) and Power Generator Operators
Grid Operating Regulations shared with other Distributors
Operational documents to check the HV/MV network Remote

Control System, Telecomunication System, Internet Service and
electric supply service
Procedures/ Laws on Forest Fires
Memorandum of understanding with Local Institutions
31/41
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Policy No. 34
Guidelines
Application Areas
Perimeter: Global
Service Function: -
ANNEX 4: CHECK LIST OPERATIONAL UNIT

The list of checks described in the table below shall be carried out:
 In case of Pre-alert by the Head of the relevant Operational Unit/I&N Technical Referent
 If planned (periodically): every six months, usually in occasion of Summer or Winter plan by a
employees appointed by the Responsible of the relevant Operational Unit.
ANNEX 4
Company logo
CHECK LIST OPERATIONAL UNIT
Date of Check Control Center Auditor Name Signature
Name Operational Unit:
Presence /
Check Functions/Control
Availability Description Notes
Time YES/NO
YES/NO
At least one Personal Computer with main software

Periodic
(e.g. SAP, GESI) for the relevant perimeter
Check of the power supply/ Emergency power supply

Periodic
devices of ENEL main buildings
Documents defined in the Check list 1 proper saved

Periodic
and stored on a digital device.
Emergency supply power devices in Enel (power size

Periodic
and serial number to be specified)
Vehicles with the emergency supply power devices on-

Periodic board (if any) and related auxiliary tank for re-fuelling
(power size and serial number to be specified)
Pre-alert Check of the satellite mobile communication system
Verification of the availability of all the useful keys for

the access to the buildings and the installation sites.
Pre-alert
Check of the release mechanism of the electronic
gates in case of loss of supply.
Check on the vehicles: auxiliary light devices, earthing

Pre-alert
sticks, ladders, other materials
Pre-alert Check of the emergency cables and accessories
List of the local third-parties suppliers and the list of

Pre-alert on call swift employees (with indicate the date of the
last update of lists)
Check the availability of emergency kits dotated the

Pre-alert
management emergency
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INTERNAL USE
Policy No. 34
Guidelines
Application Areas
Perimeter: Global
Service Function: -
ANNEX 5: CHECK LIST CONTROL CENTER

The checks d escribed below shall be executed in case of Pre-Alert conditions.
ANNEX 5
Company logo
CHECK LIST CONTROL CENTER
Date of Check Control Center Head of Shift
From __/ __ / ____ , hour:__ : __

State of PRE- am/pm
ALERT due to: To __/ __ / ____ , hour:__ : __
am/pm
Step Description Check
1 Availability of CHECK LIST documentation
Confirmation by phone call checking if e-mail of Pre-Alert Statement was properly

2 received (by all mailing-list members) and check by phone call of the availability of on
call shift technical employees;
Check, on the related software system the on call shift reinforcement or of an

3
additional on call shift employee list
Check if existing already e-mails in draft version to be sent in case of escalation

4
(emergency, crisis)
With the support of the Operational Units and/or with the Network Development unit,
5 check of the HV and MV works status, in order to evaluate the recovery timing of the
lines (or a part of those) in case of emergency
With the support of the Operational Units and/or with the Network Development unit,
6 check of the planned HV and MV works in order to erase them from the Emergency
Work Plan
Check of the proper status of VOIP phones, mobile and satellite phones and the
status of telecommunication lines dedicated for the communication with the
7
authorities (to be executed calls aim to check all the available devices in the Control
Center)
Verification of the functionality and the efficiency of the HV/MV network Remote
8
Control System (lack of signals/alarms for system protocol)
Printed copy of an updated list of on call shift employees after the definition of a Task
9 Force team on the related software system (i.e. Operational Unit, HV/MV network
Remote Control System unit) or drafting of a specific summary table
Downloaded and saved copy of the grid schemes on at least one Personal Computer
10
of the Control Center from the SCADA system (or other equivalent system)
Download of the grid schemes on at least one Personal Computer of the local
11
operational support team from the SCADA system (or other equivalent system)
Check the status of the streets to the Control Center in case of lack of power and
12
other criticalities
33/41
INTERNAL USE
Policy No. 34
Guidelines
Application Areas
Perimeter: Global
Service Function: -
ANNEX 6: PRE-ALERT STATEMENT

The Pre-Alert Statement has to be sent to a mailing list predefined by the process responsible, following the
next template:
PRE-ALERT STATE STATEMENT

A risk expected of:
………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………
……………………………………………………………………………………………………………………
THE PRE-ALERT STATUS IS DECLARED
By the I&N Territorial Referent/Country LCO: …………………………………………………
For the following Regions/Area/Operational Unit:
Region/Area/Operational Unit: …………………………………………………
From hh:mm of day/month/year Till hh:mm of day/month/year (expected)
On the basis event evolution and on the updating/new useful information,

the end of the Pre-Allert Status could be modified
……………………………………………
THE FOLLOWING ON CALL PERSON SHALL
BE INFORMED ABOUT THE PRE-ALERT ……………………………………………
STATUS THROUGH PHONE/MAIL:
……………………………………………
34/41
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Policy No. 34
Guidelines
Application Areas
Perimeter: Global
Service Function: -

The Level 1 Emergency Statement has to be sent to a mailing list predefined by the process responsible,
following the next template:
LEVEL 1 EMERGENCY STATEMENT

With the evaluation of the current conditions and with the permission of the I&N Territorial Referent:
…………………………………………………………………………………………………………………
THE EMERGENCY STATUS LEVEL 1 IS DECLARED

at hh:mm of day/month/year for the area of Control Center .....................................
This emergency status will be valid until the emergency closing notification
With this emergency declaration, the Territorial Crisis Unit has been established in the Control Center territorial crisis room
of: ……………..…………………………………………………………………………………………..…………………………………
The Emergency Management Responsible is: Name/telephone
At this moment, the Emergency level 1 are set-up in the following Regions/Area/Operational Unit:
Region/Area/Operational Unit:
…………………………………………………
…………………………………………………
…………………………………………………
During the Emergency Status new local teams could be set-up without any further communication.
Brief description of the critical events below:
………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………
……………………………………………………………………………………………………………………
……………………………………………
THE FOLLOWING ON CALL PERSON SHALL BE
INFORMED ABOUT THE EMERGENCY STATUS ……………………………………………
THROUGH PHONE/MAIL:
……………………………………………
CLOSING NOTIFICATION OF EMERGENCY STATUS LEVEL 1
Since hh:mm of day/month/year, once received the

approval of the Country LCO: ……………………………………………
The present Level 1 Emergency Status is declared as closed
35/41
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Policy No. 34
Guidelines
Application Areas
Perimeter: Global
Service Function: -

The Level 2 Emergency Statement has to be sent to a mailing list predefined by the process responsible,
following the next template:
LEVEL 2 EMERGENCY STATEMENT

With the evaluation of the current conditions and with the permission of the I&N Territorial Referent:
…………………………………………………………………………………………………………………
THE EMERGENCY STATUS LEVEL 2 IS DECLARED

With this emergency declaration, the Territorial Crisis Unit has been established in the Control Center territorial crisis room
(if not established in the Level 1 Emergency Statement) of:…………………………………………………
The Emergency Management Responsible is: ……………….…………… Name/telephone …………………………
At this moment, the Emergency level 2 are set-up in the following Regions/Area/Operational Unit:
…………………………………………………
…………………………………………………
…………………………………………………
…………………………………………………
Operational reinforcement of the following
Country/Region offices that have been …………………………………………………
activated:
…………………………………………………
………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………………………………
……………………………………………………………………………………………………………………
……………………………………………
THE FOLLOWING ON CALL PERSON SHALL BE
INFORMED ABOUT THE EMERGENCY STATUS ……………………………………………
THROUGH PHONE/MAIL:
……………………………………………
CLOSING NOTIFICATION OF EMERGENCY STATUS LEVEL 2
Since hh:mm of day/month/year, once received

the approval of the Country LCO: ……………………………………………
The Level 2 Emergency Status is declared as closed
36/41
INTERNAL USE
Policy No. 34
Guidelines
Application Areas
Perimeter: Global
Service Function: -
ANNEX 9: CRISIS STATEMENT

The Crisis Statement has to be sent to a mailing list predefined by the process responsible, following the next
template:
CRISIS STATEMENT
Since the current conditions have been evaluated and the authorization of the I&N Territorial Referent:
…………………………………………………………………………………………………………………………
THE CRISIS STATUS HAS BEEN DECLARED

The Emergency Management Responsible (if not already
indicated in the Level 1 or Level 2 Emergency Statement) is: ……………………Name/Thelephone..…………
At this moment, the Crisis Status are set-up in the following Regions/Area/Operational Unit:
…………………………………………………
…………………………………………………
…………………………………………………
…………………………………………………
Operational reinforcement of the following Country
departments that have been activated: …………………………………………………
…………………………………………………
The territorial team(s) has/have been established in the ........................... Control Center (if not previously established
during the Level 1 or 2 Emergency States).
…………………………………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………………………………
…………………………………………………………………………………………………………………………………………
……………………………………………
THE FOLLOWING ON CALL PERSONNEL HAS BEEN
INFORMED ABOUT THE CRISIS STATE BY PHONE: ……………………………………………
……………………………………………
CLOSING NOTIFICATION OF CRISIS STATUS
From hh:mm of day/month/year, once received the approval of the

Head of I&N Country: ……………………………………………
The Crisis Status is declared as closed
37/41
INTERNAL USE
Policy No. 34
Guidelines
Application Areas
Perimeter: Global
Service Function: -
ANNEX 10: EMERGENCY/CRISIS REPORT

Every time an emergency/crisis event is declared by an I&N Country, it must be elaborated a detailed document
using the Enel format, in order to send to GO&M with the following chapters minimum:
Report Title It must indicate if it is an emergency or crisis. Eg: Crisis Management Report occurred
dd/mm/yyyy or Emergency Management Report occurred dd/mm/yyyy
1. DOCUMENT AIMS The objective could be: "To inform about the management of the emergency/crisis
AND APPLICATION that occurred in ED XXXXX on dd/mm/yyyy. Likewise, to present the actions carried
AREA out by the areas involved, the resources used, the lessons learned and corrective
actions, in compliance with the Policy 34 - Incident and Crisis Management Global
Infrastructure and Networks Guidelines.
2. DOCUMENT VERSION A table with three columns where it is reported: Version / Date / Description of the
MANAGEMENT changes. Eg:
Version Date Main changes description
3. UNITS IN CHARGE OF It must indicate the area responsible for the preparation of the document, the
THE DOCUMENT responsible for the document approbation, and the responsible for the distribution of
the document (the area in charge of disseminating the report to the other I&N areas)
4. EVENT A table is presented that contains the event generalities, like this:
GENERALITIES
Division:
Territorial Organizational Unit:
Date and Time: Start: dd/mm/yyyy hh:mm End: dd/mm/yyyy hh:mm
Event Origen:
Regions/Municipalities:
Province:
Pre-alert known : Yes No

Total number of affected customers:
Date elaboration of the report: dd/mm/yyyy

Report dissemination: Internal External
Drafted by: [name of the person]
Revised by: [name of the person]
5. Executive Summary Describe on a sheet, how the emergency was managed from the Prealerta (if any),
including the different statements, the actors, all reports sent and the event principal
details until its closed.
6. Event Description Make a detailed description of the cause/background and origin.
6.1. I&N Emergency Indicate the name of the person that is identified as the I&N Emergency Responsible.
Responsible
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Guidelines
Application Areas
Perimeter: Global
Service Function: -
6.2. Emergency States Indicate the date and time of the emergency/crisis states declared in accordance with
Declared the evaluation made on the I&N Impact Matrix. The I&N Impact Matrix must be showed
indicating CL, RC, MWT and attach the emails sent.
6.3. Geographical and Inform with details the geographical and electrical area conditions where the event
electrical happened.
characteristics
6.4. Preventive actions Describe the actions taken by the different areas to prevent the event, also after the
Prealerta (if any).
6.5. Impact on It must be informed:
Electricity Supply - maximum number of customers without supply, including the graph with the
interrupted customers trend and the graph with the trend of the energy recovery during
the critical event.
- Fault reporting service: performance data
- Installations impacted by the event: indicate the main occurrences (most affected)
with the affected facilities and times affectation.
- own resources used: ENEL employees, operational vehicles and special media,
generators used.
- external resources used: employees of third parties, operative and specific means,
generator sets used.
- other extraordinary measures for the restoration of the service
- field safety
- impact on quality of service indicators
6.6. Meetings with It should describe how the communication with the authorities was managed and
Institutions and include the reports or the meetings minutes held with the institutions.
Authorities
6.7. Communications To inform in detail how the communication with the customers was managed (call
and channels of center logistics, used media). Also include the collection of press releases published
attention during the emergency.
6.8. Economic Costs Estimate all the economic costs associated with the event.
7. Conclusions and Write the conclusions and lessons learned from the emergency / crisis.
Lessons Learned
8. Corrective actions Describe each corrective action and improvement project emerged, putting the person
and improvement in charge and the date of completion of each one.
projects
9. Photographic Include photographs of terrain, materials and crisis room.
Record
39/41
INTERNAL USE
Policy No. 34
Guidelines
Application Areas
Perimeter: Global
Service Function: -
ANNEX 11 - ACTIVATION TASK FORCE INTER-STATE

Period of action
The minimum period of action is at least 1 week, renewable for more time if it’s necessary. The renewal must
be in agreement between the Global O&M function and the O&M heads of each country
Check Lists for making feasible the Support Plan
 Human Resourse
 List of resources that can be transferred in case of emergency (own and third parties);
 Check the requirements for expatriation (Passport, Identity Card, Temporary Work Visa, etc.);
 Definition of insurance coverage for personnel transferred to a foreign country;
 Verification of the personnel qualification for the purpose of being able to work in the HV and / or MV
and / or LV networks;
 Verification of the personnel sustainability conditions;
 List of personal protection elements;
 Verification of overnight stays throughout the stay in the foreign country;
 Verification of logistical aspects (flights, transfer to and from the airport etc.);
 Communication tools of the transferred staff (smatphones, sim cards, tablets, computers, radios, etc.);
 Equipment and Materials
 Verify the compatibility of own materials with the host country standards;
 Amount of available materials;
 Verification of contracts and availability of materials with suppliers;
 Verification of logistics, agreements and conditions for sending material in an emergency;
 Plan the logistics to move the bulky materials;
 Mobility facilities for moving operating crews;
 Government Instructions
 Identification of local institutions that take an active part in the emergency
 Agreements with the Fire Department, National Institute of Civil Defense, National Center for Risk
Prevention etc.
 Agreements with the Armed Forces;
 Evaluation of the emergency operations conditions with the relevant Authorities;
 Existence of mutual aid agreements between countries in case of emergency;
 Coordination of personnel and facilities security in the event of social violence.
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Policy No. 34
Guidelines
Application Areas
Perimeter: Global
Service Function: -
Activities to be carried out in an international support service for major emergencies in the MV/LV
network
Personnel from others Enel Group companies sent to support a crisis in another country, must carry out the
following activities:
 Inspection of the MV/LV network to identify faults or damage that are producing or may cause power
failures. The result of these inspections must be communicated to the personnel of the country in crisis,
in the form previously agreed.
 Execution of maneuvers in the suitables devices for the MV/LV distribution network, such as: reclosers,
disconnectors and fuses.
 Application of the 5 golden rules for voltage-free jobs: visible sectioning, locking against reclosures,
verification of the voltage absence, grounding and delimitation of the intervention area.
 Elimination, repair and assembly of damaged networks, so that they return to normal operating
conditions as soon as possible. It implies, among other things, the removal, repair and assembly of:
poles, conductors, transformers, protection devices, connections, joints, etc, in the MV and LV
network.
 Pruning, removal of vegetation and objects on or near Enel's electrical installations, connections and
joints of customers.
These activities must be able to be performed day and night, always considering the respect of the highest
safety standards in interventions and must be carried out together with the personnel responsible for the
installations of the country in crisis.
Personnel should be provided with their own personal protection items in their country of origin (helmets,
shoes, clothes) and can be easily transported, but if it does not happen, the host country will provide all
working tools.
Likewise, the host country will provide the vehicle for traveling, bulky tools, the food, the place of rest and
transfers. Possibly insurance must be also provided to deal with the possibility of an accident at work.
Operational strategy
By way of example, some strategies to be implemented in field are illustrated:
 Define a local supervisor to interact with the teams from other countries
 Organize mixed teams with a team leader that always must belong to the host country
 The host country must have "emergency kits" to be provided to teams from other countries containing
basic work tools such as:
- maneuvering rods, earthing devices, devices to signal the work area etc.
- Verification of hotel logistics, insurance, food, laundry, etc.
- simulation by sending a crew to participate in a scheduled activity
In order to verify the efficiency of the Local and Global organization to manage the Interstate task force, a
simulation is recommended, which involves the intervention of a team to carry out a work scheduled in
another country
Contractual conditions for mobilization of contractor resources
In the existing service contracts with third parties, Global Procurement must insert a clause providing the
possibility to request resources when critical events occur in another country among of the Enel Group
perimeter
41/41

Incident and Crisis Management Global Infrastructure and Networks Guidelines

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Incident and Crisis Management Global Infrastructure and Networks Guidelines

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INTERNAL USE

1. DOCUMENT AIMS AND APPLICATION AREA ........................................................................................ 3

2. DOCUMENT VERSION MANAGEMENT .................................................................................................. 3

3. UNITS IN CHARGE OF THE DOCUMENT ............................................................................................... 3

5. ORGANIZATIONAL PROCESS POSITION IN THE PROCESS TAXONOMY ......................................... 4

6. DEFINITIONS AND ACRONYMS .............................................................................................................. 4

7. PROCESS DESCRIPTION ........................................................................................................................ 8

8. RELATED ORGANIZATIONAL DOCUMENTS TO BE IMPLEMENTED AT COUNTRY LEVEL ........... 26

ANNEX 2: SUMMARY REPORT ON THE EMERGENCY/CRISIS EVENT FOR INTERNAL PERIODICAL

ANNEX 3: CHECK LIST DOCUMENTATION HANDBOOK ............................................................................ 31

ANNEX 4: CHECK LIST OPERATIONAL UNIT............................................................................................... 32

ANNEX 5: CHECK LIST CONTROL CENTER ................................................................................................ 33

ANNEX 6: PRE-ALERT STATEMENT ............................................................................................................ 34

ANNEX 7: LEVEL 1 EMERGENCY STATEMENT .......................................................................................... 35

ANNEX 8: LEVEL 2 EMERGENCY STATEMENT .......................................................................................... 36

ANNEX 9: CRISIS STATEMENT ..................................................................................................................... 37

ANNEX 10: EMERGENCY/CRISIS REPORT.................................................................................................. 38

ANNEX 11 - ACTIVATION TASK FORCE INTER-STATE .............................................................................. 40

THE HEAD OF GLOBAL INFRASTRUCTURE AND NETWORKS

1. DOCUMENT AIMS AND APPLICATION AREA

2. DOCUMENT VERSION MANAGEMENT

Version Data Main changes description

3. UNITS IN CHARGE OF THE DOCUMENT

 Organizational Procedure n. 551 Process-related organizational documents governance;

5. ORGANIZATIONAL PROCESS POSITION IN THE PROCESS TAXONOMY

6. DEFINITIONS AND ACRONYMS

Acronym and Key

GBL Global Business Line

Contact person formally appointed by the Communication Unit and approved by

PLANNING AND PRE-ALERT

CRITICAL EVENT MANAGEMENT PROCESS

7.3.1. I&N Territorial Referent

7.3.2. Country Line Crisis Officer (C-LCO)

Country Country Referent

Argentina Head of O&M Argentina

7.3.3. Global Line Crisis Officer (G-LCO)

7.3.4. I&N Impact Matrix

RC = Restore Capacity power supply within 24 Hours

Minimum Warning Threshold

CRITICAL EVENT REPORTING AND EVALUATION PHASE

DRAFTING OF THE EMERGENCY OPERATIONAL PLAN (EOP) FOR THE MANAGEMENT OF

EMERGENCY STATUS AND RELATED OPERATIONS

The Country LCO will:

7.6.2. Emergency Status Level 2

7.6.3. Crisis Status

7.6.4. Emergency/Crisis Status closure

OPERATIONAL PROCEDURES FOR COMMUNICATION WITH CUSTOMERS

RELATIONSHIP WITH THE INSTITUTIONS

REPORT OF EMERGENCY AND DOCUMENT STORAGE

PERIODICAL ACTIVITIES FOR THE CRISIS MANAGEMENT PROCESS

CHECK LIST OF THE ACTIVITIES FOR THE CORRECT MANAGEMENT OF

Dissemination and periodic training on Emergency procedure;

8. RELATED ORGANIZATIONAL DOCUMENTS TO BE IMPLEMENTED AT COUNTRY LEVEL

ANNEX 3: CHECK LIST DOCUMENTATION HANDBOOK

ANNEX 4: CHECK LIST OPERATIONAL UNIT

ANNEX 5: CHECK LIST CONTROL CENTER CHECK

ANNEX 6: PRE-ALERT STATEMENT

ANNEX 7: LEVEL 1 EMERGENCY STATEMENT

ANNEX 8: LEVEL 2 EMERGENCY STATEMENT

ANNEX 9: CRISIS STATEMENT

ANNEX 10: EMERGENCY/CRISIS REPORT

ANNEX 11: CHECK LIST TASK FORCE

ANNEX 1: EXAMPLE OF FORMATS OF THE EMAIL THAT ACCOMPANYING THE ANNEX 2

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