Service continuity


An unique integrated Dispatching center: the Dispatching Centre provides to the monitoring and remote controlling of the transport network operations, receiving data from around 3,800 plants located along the transport network, with more than 1,600 of them controlled remotely.In addition to that, it remotely controls 9 storage plants.



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

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.

In 2018, the average transport capacity offered at entry points interconnected with foreign countries and with LNG terminals was 360.8 million cubic metres/day; in addition to this capacity, Snam has made transport capacities available at entry points interconnected with national producers for a total of 19.2 million cubic metres average/day and with the production of biomethane for a total of 0.1 million of cubic metres average/day.

During the last 15 years, transport operators have grown steadily, going from 30 operators in 2003 to around 200 operators in 2018 (between shippers and traders), with 136 customers (+6.7% compared to 2017).
In 2018, 88 connection contracts were signed for the construction of new delivery/redelivery points or the upgrading of existing points, of which 14 were for biomethane injection and 43 for CNG.

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

Thanks to the investments made into developing new fields and strengthen existing ones, the total storage capacity at the end of 2018, including strategic storage, reached 16.9 billion cubic metres (+ 0.2 billion cubic metres compared to 2017): the largest capacity at the European level. Again in 2018, the new integrated service was offered: by an auction process  the corresponding storage capacity is linked to every regasification slot.

In 2018, 21.07 billion cubic metres of natural gas was moved through the storage system, an increase of 1.15 billion cubic metres, or 5.7%, compared with 2017, following both the greater storage injections (+8.6%) and the greater deliveries from storage (3.1%).
On 28 October 2018, Stogit reached a modulation volume in stock held at the storage system of 11,874 million standard cubic metres of gas (MSm3), thereby booking a new all-time high, exceeding the previous level of 11,835 MSm3, reached on 31 October 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 2018 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 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.



  2016 2017 2018
Network inspected using smart pigs (km) 1,660 1,632 1,651
Network inspected by helicopter (km) 16,218 16,274 18,462
Network subject to geological inspection (km) 1,478 4,080 4,209

The 13 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 also 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 Business Continuity Management policy to manage the Business 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.
For example, In addition to the drills required by the Seveso Directive, in 2018, at the Panigaglia regasification terminals, Snam conducted monthly safety drills simulating accidental leaks of LNG. A joint Security and Safety exercise was also carried out with the Port Authority, the local fire department, the national police, and the emergency medical services. 

The Dispatching Centre

The Dispatching Centre provides to the monitoring and remote controlling of the transport network operations, receiving data from around 3,800 plants located along the transport network, with more than 1,600 of them controlled remotely.
Through the use of a specific software application, the data collected, also on the basis of historical consumption and weather forecasts, makes it possible to formulate short-term forecasts for the gas demand and to simulate and optimise the gas flows in the network, guaranteeing the best arrangement for the compression stations to thereby reduce their consumption and containing in this way the emission levels.
The network operations and the physical balancing of the system are constantly guaranteed by an operations room staffed 24/7, which, based on the programming defined by customers and in coordination with Italian and foreign infrastructure operators connected to the transportation network, ensures the correct movement of the gas from the injection points to the withdrawal points.
In addition to that, the dispatching Centre remotely controls 9 storage plants, planning and carrying out the operations for the surface treatment plants, shaft and compression area, guaranteeing a secure execution in ordinary, irregular or emergency operating conditions.


Find out more about infrastructure safety in the 2017 Sustainability Report


Find out about the Dispatching centre                                           


Download the 2017 Sustainability Report                                              

Page Alert
04 April 2019 - 16:54 CEST