We operate in the market to ensure and improve the quality and safety standards of the service, both technical and commercial, from the initial stages of design and implementation of distribution networks to the final consumer.

 

Technological innovation in digital is the field in which we want to invest to improve our services and the overall efficiency of the distribution system.

In particular, in the four-year period 2016-2019 we aimed at developing digital technologies with an investment of more than 700 million euros for the innovation and digitization of the network and processes thanks also to our Digital Factory.

In relation to these objectives, we are working on a daily basis to gradually replace analogue gas meters with new generation digital devices, the so-called smart meters with new functions.

In 2019 alone, 2.1 million have been installed and by early 2020 the transition to digital will be completed, ahead of the targets set by the ARERA.

 

These investments bring benefits in the relationship with the customer and the sales companies, both in terms of content and the way the relationship is conducted.

 

For us business and territory are not in antithesis, on the contrary, all our activities presuppose reliability, safety and overall efficiency of the system, these are the fixed points to guarantee a service to the final customers and the whole territory of reference.
Every year we inspect tens of thousands of kilometres of network to ensure that gas arrives in all facilities, public and private. During 2018 a new dispersion research methodology using CRDS (Cavity Ring-Down Spectroscopy) technology based on laser absorption spectroscopy was also successfully tested. This is an evolution compared to laser systems because it allows the detection of any underground and airborne dispersion. In the course of 2019, this technology was widely introduced on the means for leak research.

MyItalgas

In 2019 the "Customer Portal" Project was launched, with the creation of a channel of access to the services offered by Italgas, dedicated to end customers. The launch of the Portal, called "MyItalgas", and its new features took place from April 2019. "MyItalgas" offers end users the opportunity to consult their user data (PdR - redelivery point, meter serial number, etc.), to check the progress of their readings, to monitor the services requested and appointments, to request an estimate for the execution of construction work, modification or removal of the adduction plant, to transmit requests for information or complaints.

We are aware that the work in the territory is a teamwork that is done thanks to the close relationship with the sales companies, that's why we work to harmonize processes and update company tools and procedures with the aim of simplifying access and use of services, as well as to ensure their safety and efficiency.

Consumers of natural gas can already freely choose their supplier on the free market and with the end of the protected market in July 2020 as a result of the Competition Law, even consumers who use this service will have to switch to the free market and select their own supplier.

For this reason, in line with the requests of the Authority and with what we have defined in our Sustainability Plan, we have started a path aimed at strengthening relations with sales companies through a series of initiatives such as workshops and the creation of the "GasOnLine" portal in version 2.0 which favours the updating of the main channel of communication with sellers for the management of service requests, the exchange of information, the consultation of readings (Reading Portal) and invoices (Invoicing Portal) with advanced search tools

 

On the other hand, with regard to quality of service indices for citizens and consumers, in 2019 we have maintained the levels of excellence already achieved in recent years in relation to the quality standards set by the Authority.

 

Agreement with the consumer associations

At the same time as our ongoing commitment in the area, we have worked to build an open and collaborative dialogue with the world of consumer associations.

This is why, in 2017, we signed, together with 14 of the major consumer associations recognized by the National Council of Consumers and Users (CNCU), a memorandum of understanding aimed at spreading a culture of gas to make consumers increasingly aware and informed about the proper use of energy resources and the program to replace traditional meters with smart meters (the latest generation meters).

Thanks to this agreement, we have set the first step towards developing active cooperation with the territory with a view to creating shared value.

The Group's commitment to the activities carried out with Italian and international sector associations continued in 2019.

In the various associations, Italgas participates in the work through the association bodies responsible for the analysis and discussion of topics of its interest. It also participates, on behalf of the association, in institutional meetings at national and European level.

ultimo aggiornamento 08 August 2020 05:41 UTC