Written by:
Farid Sagitov - Director of IT Department, JSC KTZ Express
Assem Mukhamediyeva - Managing Director for New Projects and Marketing, JSC KTZ Express

The global transport and logistics industry has entered a phase where digitalization is no longer merely a tool for optimizing individual processes, but has become a driver of structural market transformation.

Today, the competitiveness of transport corridors is determined not only by throughput capacity and tariffs, but also by the level of digital maturity, including:

speed of contract execution;
transparency of supply chains;
quality of customer service;
and the ability to ensure cross-border data exchange.

"Single Digital Window" as the foundation of the KTZ digital ecosystem

The digital transformation of the Kazakhstan Temir Zholy (KTZ) Group represents a clear example of the transition from fragmented IT solutions to the creation of a unified digital ecosystem. A key element of this transition is the "Single Digital Window" (SDW) platform, implemented by KTZ Express JSC.

The development of the SDW aligns with KTZ's strategic objectives to enhance customer orientation, reduce operational costs, and ensure transparency of commercial processes, including the implementation of anti-corruption principles. The digital interaction model minimizes the human factor, standardizes procedures, and creates comparable and equal conditions for access to infrastructure services.

KTZ Express JSC acts as the system integrator of commercial services within the KTZ Group, ensuring the transition of key processes into digital format and the implementation of unified service standards.

The "one-stop shop" model: services, governance and standards

Within the SDW framework, the "one-stop shop" customer model has been designed as a combination of digital services and a unified contact center (hotline 1462), providing initial interaction with clients.

To improve governance and transparency in request processing, the SDW architecture incorporates a CRM system and a Service Level Agreement (SLA) mechanism, enabling centralized contract support and uniform timelines and service standards across all subsidiaries and affiliated organizations of KTZ.

In 2025, customer service development was further enhanced through the introduction of artificial intelligence technologies. The Speech-to-Text tool implemented on the platform converts voice requests into text format and enables rapid request creation without loss of information, increasing processing speed and ensuring service continuity, including weekends and non-working hours.

Platform development based on user feedback

Platform development was carried out with systematic consideration of user feedback. Throughout the year, quarterly customer satisfaction assessments were conducted, resulting in a number of practical improvements, including:

automatic saving of draft applications;
implementation of notifications;
expansion of information on services and tariff policies;
introduction of tools for editing and cancelling applications;
updating cargo reference directories;
enhancement of mapping and registration functionalities.

Notably, the 2025 digitalization plan for logistics services was exceeded by three times, reflecting a shift in the customer interaction model through shorter contract execution times, improved process governance, and increased trust in digital channels.

Digitalization of services: infrastructure and operations

In 2025, key services of the KTZ Group were digitalized through the SDW, covering railway and port infrastructure as well as service functions.

Documents and contracts:

provision of electronic waybills and information services based on the Unified Transport Documentation System;
transition of transit contracts into digital format;
digital issuance of railway connections.

Transportation and infrastructure:

online access to services of the Transport Service Center;
digitalization of vessel call and cargo transshipment processes at Aktau Seaport;
digitalization of services at the Kuryk Port.

Scale of use and operational results

The work performed and expansion of services enabled a transition from fragmented contractual procedures to an end-to-end, manageable process in which each stage is transparent to customers and fully controlled by KTZ as the infrastructure operator.

At present, the platform supports 22 types of contracts. In 2025, SDW performance indicators included:

38,232 requests processed by the contact center, with an average consultation time of approximately 4 minutes;
5,789 contracts executed;
1,796 companies registered;
over 800 commercial offers issued.

International dimension: customers and infrastructure integration

As digital services expanded and usage volumes increased, the SDW platform moved beyond the national framework and now operates in an international environment, serving companies from more than 20 countries, including China, CIS countries, Central and Southeast Asia, the European Union, the South Caucasus, and the Middle East.

International development follows two complementary tracks: customer interaction and digital integration with infrastructure operators of neighboring countries.

Within the customer track, the platform includes a module for contracting with non-resident companies using a simple electronic signature, providing a unified and standardized approach to executing standard contracts for foreign clients.

In parallel, digital integration projects have been implemented with the railway administrations of Azerbaijan and Georgia:

integration with the Control Tower system of Azerbaijan Railways CJSC enables data exchange on transportation planning, rolling stock allocation, shipping documents, and customs declarations;
with Georgian Railway JSC, a preliminary data exchange system for customs operations has been implemented, resulting in a reduction of customs inspection time for container trains in Georgia from 8–9 hours to 40 minutes.

These achievements became one of the most significant outcomes of the year and made an important contribution to enhancing the competitiveness of the Middle Corridor by accelerating transit and improving transportation regularity.

Development stages and the infrastructure role of the SDW

In 2026, the development of the Single Digital Window platform enters a new phase, focusing on the formation of an integrated digital logistics framework for the KTZ Group.

Key priorities include deepening digital integration among ecosystem participants, expanding the platform's functional scope, and developing intelligent customer interaction services. The main objective is to scale the SDW as a unified digital environment where services, participants, and data are integrated within end-to-end logistics processes.

In the customer domain, special emphasis is placed on the implementation of artificial intelligence-based solutions. An AI assistant for 24/7 customer support and an AI operator for automating the processing of inbound and outbound requests are viewed as elements of the transition to a proactive service model.

Overall, the implemented and planned solutions allow the Single Digital Window to be regarded not only as a corporate service of the KTZ Group, but also as a component of the emerging digital infrastructure of Eurasian logistics. The platform integrates customer services, electronic document management, and cross-border data exchange, ensuring end-to-end digitalization of processes along key transport routes. This approach reflects the transition from automating individual functions to building an infrastructure-level digital platform capable of enhancing market connectivity, accelerating transit, and strengthening Kazakhstan's competitive position within the system of Eurasian transport corridors.

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"Single Digital Window" Kazakhstan Temir Zholy: from a corporate service to a digital infrastructure platform for Eurasian logistics