Relations with electricity service operators

Terna’s main counterparties are the electricity industry players, which fall into one or more of the following categories:

  • owners of portions of electricity networks, to whom Terna must ensure the right to connection in compliance with regulatory and technical prescriptions;
  • users of dispatching, i.e. producers, end customers, and wholesalers, with whom Terna regulates the dispatching service;
  • interruptible customers, i.e. end customers of withdrawals who allow Terna to interrupt their load;
  • distribution companies and owners of production plants, with which Terna regulates the transmission service on its grid.

Relations between industry players and Terna are governed mainly by the industry Authorities and are defined technically and commercially In the Grid Code.

Specifically, as part of its dispatching services, Terna settles with injection dispatching users economic items regarding the supply of the resources necessary to protect the security of the national electric system by balancing injections and withdrawals and ensuring that the grid parameters, such as voltage and frequency, are at their correct levels.

Economic items regarding supply on the Dispatchingi Service Market (DSM) and the imbalance for injection users are negative and in 2009 were worth about €1.3 billion.

Terna also settles with both injection and withdrawal dispatching users the economic items regarding imbalance, understood as the difference between the plans that the users presented on the energy markets and the real value of the energy injected and withdrawn.

The economic items regarding imbalance for withdrawal users, including invoicing for systems charges, are positive and were worth about €1.6 billion in 2009.

In 2009, Terna continued to supply resources for the load-interruptibility service to ensure the functioning of the national electricity system in case the resources supplied on the market are insufficient. The assignees of the interruptibility service in 2009 numbered about 130, with about 3,400 MW of power, and the related negative economic settlement is annually worth about €480 million.  

Electricity marketi participants with relationships with Terna (Number of parties) (1)


Parties20092008 (2)2007
Interruptible users134120131
Distributors directly connected to the NTG192121
Owners of production plants77751200
Injection dispatching users (producers and traders)777574
Withdrawal dispatching users (traders and end customers, including the Single Buyeri)10610298

1 The number regards the physical entities located in Italy in December of each year.
2 Since January 1, 2008, the great majority of small production plants has come under the ownership of the GSE. According to the provisions of Resolution no. 280/07, the Producer CTR consideration is settled directly between Terna and the GSE for all dedicated-withdrawal plants.

Customer Relationship Management

During 2009, Terna’s Customer Relationship Management (CRM) system entered the implementation stage.The purpose of the system is to identify and develop methods and technologies integrated with communication instruments to manage relations with customers through a web portal, My Terna, where the parties can interact, communicate, and access Terna’s applications. Another objective is to devise solutions for automating the business processes that include direct contact with external parties, such as, for example, contract and connection management. The MyTerna portal will become the official instrument of communication between customers and Terna. It will ensure accessibility and the traceability of contacts, as well as the management of the state of the requests and matters in progress, and will make the relevant data – both physical and economic – of customers available and allow access to detailed procedures and information.

In order to develop an instrument that represents fairly the requirements of both Terna and external parties, the dispatching users, distribution companies, and industry associations were involved in the presentation of the project and the institution of three work groups, which are entrusted with the task of validating the functional requirements, identifying the new needs, and contributing to the development of a set of reports. During the implementation of the project, which is scheduled for 2010, the groups will also be asked to contribute to the testing of the pilot portal.

As part of process automation, the new Metering Portal has been in operation since the end of 2009. In addition to improving the quality of the previous services – the monthly publication of the curves of energy injected and withdrawn – allows all the information necessary for metering to be consulted and exchanged via the Internet.