Quality service for citizens
We are committed to ensuring citizens receive reliable and quality service while guaranteeing the security of the national energy system.
Ensuring service quality, for us, goes far beyond simple business objectives: continuity, safety, accessibility, prompt intervention and overall system efficiency correspond to a real assumption of responsibility towards the territories where we operate and the end customers.
The safety of the service delivered to end customers is the cornerstone of our business and mission: from the careful choice of routes for infrastructure, to the use of increasingly innovative and sustainable materials, to the construction of networks, to the plans for network operation and maintenance, we work to maintain the expected quality and performance over time.
To constantly improve service quality, security and efficiency, we invest significantly in the digitization of our network infrastructure and processes.
Our actions for service to citizens and the country
Ensuring quality, reliable and safe service to citizens
Monitor organizational security aspects necessary to maintain adequate levels of cybersecurity
Promoting diversification of domestic energy supplies
Our targets
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CARRYING OUT PRACTICES OF OUR COMPETENCE
90%
Fulfilled in 10 days by 2028
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100%
Fulfilled in 10 days by 2028
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ANNUAL INSPECTION FOR GAS LEAKS
200%
of the network in 2028
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BIOMETHANE
400
production plants connected to the distribution network by 2029
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GREEN HYDROGEN
200
tonnes produced and distributed at the P2G plant in Sardinia by 2028
Services to support citizens and customers in Italy
As a company active in gas distribution, we are committed to providing safe and quality service to all citizens reached by our network, in accordance with the ISO9001 standard. In all municipalities where the Group’s distribution companies operate, citizen support is guaranteed through two toll-free numbers: one dedicated to emergencies and emergency response, the other to the contact center.
We also interact with our customers through:
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The Help Online web portal, which includes information on decommissioning, activation, reactivation, plant safety forms, and the ClickToGas digital quotation service.
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The "MyItalgas" portal, a unique touch point dedicated to end customers, in addition to the customer portals of the Group companies: MyMedea, MyToscanaEnergia and MySantangelo.
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ClicktoGas, a digital survey mode that can speed up the timing of issuing quotes and make the whole process more sustainable. To measure our customers' satisfaction, we periodically conduct Customer Satisfaction Surveys.
Click To Be Green, our contribution to urban green areas
In collaboration with sales companies, we launched an initiative to plant trees based on greenhouse gas savings generated by ClickToGas services.
WorkOnSite, the app for monitoring construction sites
The WorkOnSite application allows systematic, real-time control of the various operational phases at the construction site. Conceived and developed in our Digital Factory, it enables in particular:
- capture relevant photographic surveys at each operational stage;
- through artificial intelligence systems, validate or not validate the consistency of the photos with the regulations and specifications;
- constitute a data collection.
WorkOnSite is used by all of our contractors.
Our smart maintenance system
We have adopted GIS4WARD, in partnership with the Polytechnic University of Turin, for increasingly smart and predictive network maintenance.
The technology pivots on a virtual ecosystem that, through the creation of pipeline “behavioral maps,” allows for targeted investments to be planned and further reduce network leakage and our carbon footprint. In fact, the maps combine data collected from digital networks and surveys conducted with Picarro’s CRDS technology, which is at the forefront of monitoring activities.
The digitization of the network
Our digitization initiatives are crucial to making the gas distribution network increasingly smart and reliable.
