Information systems at the service of customers
Snam offers its customers a bidirectional informational channel aimed at facilitating promptness and flexibility in communication (myg@sview) that provides in a “smart” way a set of customisable data depending on customer needs, as well as direct and informal communication in a “chat” mode. The portal, which is configured as an actual customized “dashboard”, provides users with a system of customized widgets and alerts.
In 2017 this instrument was further integrated by increasing the usability, also thanks to the operator suggestions, with particular attention to the needs related to the new balancing systems, through the production release of the new version of the on-line Help extended with simple “pills” training to provide immediate and intuitive support for users regarding how to use the portal myg@sview and individual widgets, a quick guide to printing and a video that explains how the myg@sview portal began and evolved.
As regards to the evolution of the “Business & Services” area of the Snam Rete Gas website, following the launch of the new balancing model, a total re-imaging project for the published informational content was launched and completed, with the goal of improving the usability of the information by the customers and to introduce the use of graphical forms of presentation based on needs expressed by the customers themselves, as well as best practices identified in other systems.
Also for storage and regasification, with regard to the Stogit and LNG websites, working tables have been launched dedicated to the complete review of the informational content published in analogy to the model adopted on the Snam Rete Gas website.
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2015 |
2016 |
2017 |
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Transportation |
|
|
|
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Active customers (shippers) (no.) |
139 |
136 |
128 |
||
New connection agreements for delivery/redelivery/interconnection points (no.) |
64 |
45 |
78 |
||
Transportation capacity allocated under contract / Available transportation capacity (entry points – foreign interconnection points) (%) |
86 |
72 |
71 |
||
Compliance with time frames for issuing connection offers (%) |
100 |
100 |
100 |
||
Compliance with time frames for providing services subject to specific commercial quality standards (%) |
100 |
100 |
100 |
||
Interruptions carried out with adequate warning (%) |
92 |
98 |
98 |
||
Regasification |
|
|
|
||
Active customers (shippers) (no.) |
4 |
4 |
4 |
||
Compliance with the maximum time to accept proposals for monthly scheduling of deliveries (%) |
n.r.(*) |
100 |
100 |
||
Compliance with maximum interruption/reduction of capacity for maintenance work at the terminal (%) |
100 |
100 |
100 |
||
Storage |
|
|
|
||
Active customers (shippers) (no.) |
118 |
91 |
89 |
||
Storage capacity allocated under contract / Available storage capacity (%) |
100 |
100 |
99,9 |
||
Compliance with time frames for providing services subject to specific commercial quality standards (%) |
100 |
100 |
100 |
||
Connection flow lines subject to supervision (%) |
76 |
100 |
100 |
||
Total capacity not made available following service interruptions/reductions (%) |
0 |
0 |
0 |
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Market: engagement activities
In 2017, workshops were held with customers focused on mutual discussions about balancing dynamics and obtaining operators’ comments/wishes. In particular, the meetings were an opportunity to discuss innovations and developments in balancing and transportation, storage and regasification operations and to provide feedback on the IT system renovation process.
The workshop ended with a brief survey of opinion, that returned an average satisfaction score of 7.1 (on a scale from 1 to 10).
In April 2017, with the aim to find a method of providing commercial services more in line with customer expectations, an operations workshop was held, conducted in two sessions. The initiative was the chance for a direct discussion between Snam and its customers based on the real-time collection of feedback and suggestions concerning: the evolution of the area “Business & Services” section of the Snam Rete Gas website. Finally, during the annual “Shipper’s Day” meeting which merged into Partners’ Day this year, a debate was held on the challenges facing the Italian and foreign gas market, which saw the participation for the first time also of external companies, such as Eni, A2A, Shell Energy Europe and Edison.