Service continuity


The ISO 9001 quality certification project finished:  Snam Rete Gas obtained ISO 9001 Certification for the entire Company, bringing the project launched in 2014 to a conclusion.


In keeping with the Economic Development Ministerial Decree of 27 February 2013, the Company completed the preparation of the second ten-year development plan of its natural gas transportation network


The dispatching centre in San Donato Milanese - which turned 50 in 2012 - has been completely overhauled in terms of its office space and the technological structure that allows it to function.

Ensuring service quality, reliability and continuity in the management of safe energy supply for Italy, is an essential requirement in order for Snam to be able to operate.

Snam provides gas to companies and to the community, guaranteeing free access and competitive conditions.

Snam supplies the gas that businesses and communities need on a daily basis and safely manages all activities in the system, making available the operational capacity needed to satisfy market demands and granting access under competitive conditions to all those who request it.

Owing to the growth of services, the number of transportation operators in the Italian gas market has grown continually over the last decade, rising from 30 in 2003 to about 200 in 2016. In the last year alone, 45 connection contracts were signed to create new delivery/redelivery points (including 2 for the injection of biomethane) or upgrade existing ones and more than 370 million cubic metres of daily transportation capacity was made available at network entry points. Access to the service was guaranteed to all operators who requested it.

Group companies have maintained a high level of service quality and engage with clients on an annual basis through customer satisfaction surveys.

In 2016, with the Bordolano field gradually coming into operation, the storage capacity has increased to 12.0 billion cubic metres. Storage capacity allocated through auctions via the capacity portal now make up 98% of capacities offered and allocated. In 2016, a new integrated service was offered as an experiment which by an auction process links the corresponding storage capacity to every regasification slot. The service will be offered again in 2017.

A list of indicators was identified to monitor the quality of service provided, automatically compensating customers in the event of non-compliance with service quality standards.

Snam’s performance in 2016 remained strong with regard to these indicators, for example reaching 100% compliance with time frame for issue of connection offer in transmission, 100% compliance with time frames for providing services subject to specific commercial quality standards in storage and reaching 100% compliance with the maximum period of interruption/reduction in capacity at the terminal due to maintenance works in regasification.
In keeping with the Economic Development Ministerial Decree of 27 February 2013, the Company completed the preparation of the second ten-year development plan of its natural gas transportation network, which was published in March 2015  and is currently available on the Company’s website.

With a view to ensuring continuous improvement, the monitoring of service quality directly involves customers through annual customer satisfaction surveys.

Service continuity is of key importance for Snam which frequently checks its infrastructures.

To ensure service continuity, the company’s facilities and pipelines are subjected to regular checks and maintenance operations. With regard to gas transmission, for example, special attention is paid to the transmission route, which is inspected regularly with motor vehicles, helicopters and on foot, in order to detect potentially dangerous situations caused, for example, by work performed by third parties in the vicinity of the pipeline. Similarly, any movements that could cause landslides at specific points along the route are kept under control. The integrity of pipelines is also checked by running devices known as “intelligent pigs” through them, enabling possible faults to be detected.



  2014 2015 2016
Network inspected using smart pigs (km) 1,950 1,315 1,660
Network inspected by helicopter (km) 15,700 16,330 16,218

The 11 gas compression stations situated along the 32,000 km of pipeline network are controlled directly by the recently renovated dispatching unit at San Donato Milanese, which is responsible for ensuring that pressure levels are sufficient to meet demand. The network is monitored using ongoing remote readings of cathodic protection meters as well as manual readings.

In the case of events that could lead to the interruption or unavailability of business processes, Snam has adopted a new Business Continuity Management policy to manage theBusiness Continuity Management process and ensure an appropriate reaction to emergency situations, which is centralised at Group level and applies directly to all Group subsidiaries.

In accordance with the safety management system policy and guidelines, Snam has also established a Crisis Management Model, consisting of all the rules and methods for declaring and managing events which could lead to a crisis.


Within the infrastructure safety framework, Snam and the operating companies that it controls pursue their own improvement targets, including by taking part in institutional drill programmes.
In this context, Snam collaborates with the Italian Department of Civil Protection, with the aim of strengthening the management model for emergency response in procedural, organisational, training and operational terms.
In the procedural and organisational domain, Snam has adopted the measures established at the national level for managing activities in the event of a volcanic eruption with a strong emphasis on activities aimed at restoring infrastructure and the networks needed to continue economic and production activities and to resume normal living conditions in the country.
For example in 2014, Snam participated in the preparation, execution and analysis of the NEAMWAVE 14 drill that was organised at the European level by the Department of Civil Protection. The goal of the NEAMWAVE programme is to initiate a sharing strategy at the national level on the issue of tsunamis by supplementing essential services in the Civil Protection’s warning system.



Find out more about infrastructure safety in the 2016 Sustainability Report


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03 May 2017 - 15:58 CEST