Operational excellence
Every day we work safely and reliably, operate our networks in an environmentally compliant way and communicate with our end customers.
The way we work has an impact on the community, the territory, the environment and the economy.
This is why it is a priority for us to improve how we work every day to provide you with a safe, reliable and responsible service. In a word, excellent.
Why it is important
Every day we distribute natural gas to the meters of your homes and businesses. We do this in complete safety, using an efficient and digitised network, while fully respecting the environment. In fact, we manage energy and natural resources efficiently, taking great care to reduce our environmental impact by adopting a responsible and transparent approach.
This is our way of accompanying citizens and the country towards a sustainable future, in which our service and network can really evolve the ways in which we work and live.
We are proud of our work and do it excellently for our people, the community in which we operate and future generations.
Objectives and ambitions
Our goal is to improve and evolve our operational excellence, focusing on continuously improving the characteristics of our way of working:
Our great ambition is to concretely implement a digital transformation and technological innovation process, which will enable us to play a key role in the energy transition. This is also confirmed in our 2021-2027 Business Plan which envisages a plan of investments of over 1.4 billion euros to support the digital transformation of the network. This will allow us to continuously ensure the excellence of our service to customers and sales companies. Find out about our sustainability goals and the actions we have taken to achieve them.

SDGs integrated into our actions
We strengthen our contribution to the achievement of specific Sustainable Development Goals (SDGs) constituting the 2030 Agenda of the United Nations. As part of our commitment to ensure a safe and sustainable working environment, we contribute to achieving the following SDGs with concrete actions.
Our Actions
Digitalisation drives our projects and initiatives and supports us in innovating the network and making it increasingly sustainable. This path places the main focus on stakeholders, to whom we offer increasingly smart and intuitive communication tools to facilitate their work.
We prevent gas leaks
In collaboration with the US company Picarro, in 2019 we introduced intelligent software for detecting the presence of gas (Cavity Ring-Down Spectroscopy, CRDS) on gas detection tools.

Today there are over 7.9 million smart meters installed (about 91,7% of our fleet) and in 2020 alone we installed 821,000 million, also thanks to the support of our Digital Factory
Sales Company
- With the aim of listening to the point of view of the sales companies and gathering valuable feedback to continue to improve the partnership, in October 2021, Italgas proposed the Customer Satisfaction Survey (CSS) for the second year running.
- Gas2Be, the portal dedicated to enhancing and supporting partnerships with sales companies.
- Sales Support, the function that allows sales companies to request our support in a few simple clicks.
End Customers
- Redesign of portals dedicated to the end customer MyItalgas, MyMedea and MyToscanaEnergia with the aim of further improving the user experience, ensuring increasingly simple and intuitive processes.
- Help online, a new self-search tool aimed at ensuring end customers have more immediate and direct access to information on the Group and on activities pertaining to gas distribution.
Consumer Associations
- 6 meetings with consumer associations.
- Memorandum of Understanding, signed with 14 major Associations to spread a gas culture among consumers. In 2021, the cooperation focused in particular on the Sardinia methanisation programme.