Dialogue with stakeholders


Maintaining a positive and constant long-term relationship with stakeholder helps to foster consensus, increase trust, improve decision-making processes and reduce conflicts

Snam believes in the participatory involvement of stakeholders.

Maintaining a positive and constant long-term relationship with suppliers helps to foster consensus, increase trust, improve decision-making processes and reduce conflicts. For this reason, the Group’s sustainability approach primarily aims to identify and involve all stakeholders with which the company interacts and, subsequently, to understand the interests and issues that are relevant to each of them.

This is why in an attempt to communicate proactively and engage in a continual dialogue with its stakeholders, Snam has developed over time (and continues to do so) a set of specific channels and tools for best managing these relations and always trying to create value.
Snam’s approach to stakeholder engagement, explained in the Stakeholder Engagement Policy, aims to:

  • identify the different categories of stakeholder with which the Company interacts by monitoring changes in the environment and how the business is developing;
  • analyse and understand the profile of the stakeholders and the position of the Company in relation to them;
  • study the interests and issues relevant to each category of stakeholder by periodically updating the materiality analysis;
  • report on and periodically communicate to stakeholders the operating results relating to material issues of mutual interest by way of the Sustainability Report and any other reporting and communication tool developed by the Company.

Each corporate structure contributes to the various stakeholder engagement activities in relation to its own prerogatives, roles and responsibilities.

In 2019, as part of the materiality analysis, Snam updated the mapping of stakeholders, taking into account the degree of influence and mutual dependence between company and stakeholder.
There were 5,460 stakeholders (employees included) reached through specific questionnaires with a redemption of about 39%.

Among Snam’s most important stakeholders are all those who work with the company on a daily basis, including employees.

Dialogue activities
Snam considers communication to be a key driver for promoting employee participation and encouraging the sharing of values, principles, projects and initiatives.  Besides internal communication is also strategically important since it is able to create and distribute value through an improvement in the company’s credibility and by increasing the sense of belonging felt by its people. In fact, Snam promotes many internal communication initiatives.  A Pulse survey, launched by the CEO Marco Alverà, was carried out (erogated at the end of 2018 and disclosed to employees in 2019),  with the aim of setting the next steps of the company's evolution thanks to the contribution of all the people who have so far made possible the successes achieved, collecting feedback and comments from all areas and levels of the company. Here can be found the results (available only in italian).

There has been a particular focus on the set of instruments used to communicate, with the launch of a coordinated change plan.

Easy, the Group's intranet, considered a 'digital workplace', provides information and serves as a tool to raise people's awareness. The portal has been renewed thanks to the "Agile" re-design project and was released in July 2020: during the emergency, Easy has become a meeting point for all Snam people, allowing them to exchange thoughts, receive useful information and remain constantly updated.

Webinars are tools used by Snam to conduct training and information activities, during which employees can interact with each other. Among the most popular ones, the medical and scientific information webinar with Prof. Burioni to promote responsible behaviour in pandemic risk prevention and containment and the one with the CEO presenting the strategic plan are worth mentioning. 

Snam organises numerous initiatives each year to involve employees more closely. This year, such activities were of fundamental importance in strengthening the sense of community and closeness.
#Distantimauniti: internal engagement initiative implemented to strengthen listening and engagement activities during the pandemic.
• "Diamo Forma al Futuro": support for the planning and promotion of fundraising, in collaboration with Fondazione Snam.
Support initiatives for colleagues and families: Covid-19 policy, healthcare services, serological test/swab campaigns, smartworking support (smart kit, data SIM and tethering service), Covid-response welfare packages.
Snamwood: forestation and environmental awareness project, aimed at planting a forest of over 3,300 trees dedicated to all Snam people, in collaboration with Arbolia. An online contest allowed colleagues to vote on the name of the forest dedicated to them.


Snam has always paid particular attention to its relationship with its customers with a view to meeting their evolving needs according to changes in the gas market (all the more so now that the category has been expanded and diversified), including parties such as: industrial gas consumers, city network gas distributors, automotive users, thermoelectric power plants, regasification terminal operators, producers of gas from fields located in Italy, etc.

Dialogue activities
Both Snam Rete Gas and Stogit have adapted their IT applications and web interfaces to manage the specific elements of the new balancing regime. Both businesses have adopted an integrated approach aimed at involvement and debate with customers and the analysis of their demands.
The monitoring of the quality of services provided involves customers on an ongoing and ever-expanding basis.

A new online customer satisfaction survey was conducted in November involving all the shippers and traders who collaborated with Snam in the concluded Thermal Year 2019-2020. The survey had a participation rate equal to 83.6%, with an average satisfaction score of 8.6 out of 10.

In 2020, Snam organised three commercial workshops on the topics of transport, balancing, storage and regasification and the Ten-year Plan, four Jarvis project co-design workshops to design in line with customer expectations and a workshop dedicated to assessing sustainability issues.


Snam’s shareholders consist of many different types of investors (CDP Networks, Bank of Italy, Treasury shares, Minozzi, Institutional Investors and Retail Investors), divided geographically as follows: 32.4% in Italy (strategic investors), 16.8% in Italy (retail investors), 3.1% in Italy (institutional investors), 13.2% in Continental Europe, 10.2% in the UK and Ireland, 16.8% in the USA and Canada, 2.7% for Company-Held shares and 4.8% in rest of the world.

Dialogue activities

Snam has continued to promote dialogue with shareholders and institutional investors through 10 roadshows held in virtual format.
A total of 345 investors were met in 2020 (of which 140 ESG), up 18% on the previous year.
Besides Snam has organised 15 sector conferences aimed at investors specialising in the utilities and infrastructure sector in order to create a meeting point and dialogue between them and Snam's top management.

The tools Snam uses to update its shareholders include:

  • Snam Shareholders, an annual guide that provides a summary of relevant information for all current and potential Snam shareholders. The Guide is one of the tools implemented in 2010 to strengthen communication with private investors.




Dialogue activities
Over the years, Snam has established a constructive and collaborative working relationship with the Institutions and the Energy Network and Environmental Regulatory Authority (ARERA). The relationships established between Snam and State Administrations, the Regions and local Associations mainly focus on:

  • satisfying requests for data and information regarding corporate activities
  • facilitating the acceptance of decisions to locate facilities in local areas
  • submitting applications for permits required for the construction of new infrastructure.

Snam collaborated in the development of the regulatory system by providing the Authority with numerous contributions and proposals. In particular, the activity concerned the revision of mechanisms for recognising energy costs, innovative uses of the transportation network and technologies for integrating renewable gases (such as biomethane and hydrogen), as well as the reorganisation of gas transport metering activities, for which Snam also prepared and consulted a document on operational lines of action through a process open to the participation of all stakeholders.


Dialogue activities
Snam believes it is essential to maintain a constant relationship with state, regional and local administrations in order to satisfy requests for information on the company's activities, promote the acceptability of plants in the area and submit applications to obtain the necessary authorisations for the construction of new infrastructure.

Snam participates in public meetings and organises educational and informational visits to its operating sites for Public Administration officials with a view to demonstrating directly “in the field” exactly what these activities involve, as well as the true nature of their impact on the local area and the environmental and safety standards adopted in order to ensure their proper functioning. 

In 2020, 50 meetings were held with mayors of municipalities affected by the group's activities and 2 meetings with local farmers' associations.


Snam works closely with other operators in the sector, especially to create an integrated European network and to continue the development of marketoriented services.

Dialogue activities
At European level, Snam actively participates in technical and research tables about the role of gas in the future energy mix and on how new renewable energy operators can support the energy transition process.

In this respect, Snam is a member of the following associations, among others:

EU Clean Hydrogen Alliance, alliance launched at European level to achieve the Green Deal objectives of zero net CO2 emissions by 2050, also thanks to the support of hydrogen.
Oil and Gas Methane Partnership (OGMP) 2.0, organised by the United Nations Environment Programme (UNEP).
CEO Action Group, joint statement for the European Green Deal by the World Economic Forum supporting the Green Deal as a growth strategy for Europe, in the post-Covid-19 recovery towards net-zero emissions, based on circularity, renewable energy and low-carbon industry.
Alliance for Sustainability, an ecosystem project, in collaboration with growITup (Open Innovation platform created by Cariplo Factory in partnership with Microsoft Italy), aimed at promoting sustainable growth in Italy through digital.
European Gas Research Group (GERG), a European research group developing research and innovation projects among European natural gas transporters.
European Pipeline Research Group (EPRG), a research association on pipeline issues to which the main European gas transport and pipe manufacturing companies belong.



Business partners are the companies with which Snam collaborates for the implementation of projects by realizing partnerships, agreements and memorandums of understing. Examples of this type of stakeholders are Automotive, CNG Plant Builders / managers, LNG for automotive, Biomethane plant managers and Technological innovators in the gas sector.

Dialogue activities
The main agreements signed during the year concerned the creation of infrastructures, research and feasibility studies in the area of new businesses for the energy transition.


By working throughout Italy, Snam engages in open dialogue with the territory to consolidate its knowledge of and relationship with the communities in which it operates.
The relationships established between Snam and the State, regional and local authorities mainly relate to the submission of applications for permits required to lay new gas pipelines and build new plants. In parallel, the relationships forged with local communities help to publicise the company’s commitment and raise awareness among local residents.

Dialogue activities
From time to time, meetings with relevant institutional stakeholders are held to illustrate the company’s operational activities and programmes, including:

  • with the mayors of the municipalities through which the pipeline is to pass, as well as with regional farmers associations, to present the draft project before submitting applications for permits, and  with the regional farmers associations through specific meetings to provide information on easement allowances and payments for damage to crops on lands through which the gas pipeline will pass, 52 during 2020
  • public meetings to present projects and initiatives to the local communities
  • Initiatives of involvement toward schools and communities by means of the project Young energy
  • Implementation of information campaigns dedicated to the communities with the dedicated websites about Abruzzo, Puglia and Minerbio



Snam's mini website is dedicated to the company's projects in Abruzzo, with all the details on the objectives, the route, the safety and the environmental compatibility of the works.
The navigable area, accessible at Snam for Abruzzo (available only in italian), is proposed as a new tool for dialogue with the population, fully exposing the characteristics of the pipelines and the compressor station that will be built in the territory and providing data and context information on the natural gas sector and infrastructure already in operation in Italy.

As part of its business activities, Snam seeks to establish partnerships with many suitably qualified market players, looking for an operational approach that reflects specific values.

Dialogue activities
Suppliers are constantly involved and updated on Snam's strategies and operations through questionnaires and online workshops. In particular, 2020 saw climate change and ESG sensitivity as central themes

The supplier's portal

Activated in 2013, the Portal is the most important way of implementing Snam’s procurement policy and of making an additional contribution in terms of transparent, traceable and complete information available to current and potential suppliers.
It contains information, details, best practices and documents updated with the processes and procedures regulating qualification and procurement activities.

As of 31 December 2020, there were 2,275 registered suppliers with very active participation.

On a daily basis, Snam interacts with all of the online and offline media (newspapers, magazines, press agencies, radio, TV, websites and blogs) at local, national and international levels.

Dialogue activities
Communication with the media is considered to be a critical part of Snam’s relationship with the regions and with stakeholders in general. In its dialogue with the media, Snam aims to efficiently provide the information necessary to raise awareness and help others better understand the company’s activities, its history, its business environment, its distinctive strategic characteristics, and its programmes and achievements.

The result is a communication action that effectively expresses the company’s values by highlighting its commitment to sustainability, the industrial aspects of the business, and the initiatives through which the company contributes to the cultural and civil development of the Community and the territory.

Snam is committed to providing truthful, timely, transparent and accurate information to external parties. Snam is convinced that a good relationship with the media proactively fosters dialogue and interaction with its stakeholders and facilitates a greater awareness of the Company, its mission and its activities. Interaction is a constant, daily event that takes place through various channels: from the traditional media channels to the new social media as Twitter, YouTube, LinkedIn, Flickr, Instagram and Facebook. The Company intends to progressively implement the social media channel in order to increase the level of interaction with its stakeholders.

Snam adopted a communication style integrated between traditional and digital channels allowing a considerable increase in its exposure on the main Italian and international media outlets. Alongside this, Snam created a storytelling on the digital channels aimed at promoting the company, its people and the new businesses, strongly engaging with direct language. As a testament to this, the Company was confirmed, also in 2020, on the podium of the leading Italian companies in the field of digital communication of the Italian "Webranking" ranking, with a score of 91.4/100.



Download Snam’s policies and other relevant documents

Read more
Sustainability report

Explore our 2018 Sustainability Report

Read more
History of natural gas

Read more about the history of natural gas in Italy

Read more
Page Alert
15 April 2021 - 18:28 CEST