Development of a digital model of customer service for railway companies

Modern innovations in the field of digital technologies radically change the ways in which customers interact with railway companies. The introduction of such technologies can improve the quality of service and increase the level of satisfaction of railway company customers. In addition, digitalization helps optimize the internal processes of railway companies, which leads to a reduction in waiting time and a decrease in operating costs. This, in turn, has a positive effect on the cost of services for end users. As a result, all these changes will lead to the development of a comprehensive digital customer service model. This model will include not only improved interfaces for interaction with users, but also the integrated services offered by railway companies. Thus, digital transformation in the railway sector will not just improve current processes, but will create completely new standards and approaches to customer service. All activities for the transition to a digital model of customer service at Russian Railways are divided into six main processes: automation of cargo transportation planning, automation of operational management tasks, automation of accrual and collection of fees and charges within the contractual work, automation of accrual and collection of fees and charges within the financial payments, automation of accrual and collection of fees and charges within the framework of transport services, automation of accrual and collection of fees and charges within the framework of information services. We have calculated the economic effect of implementing the roadmap for transition to a digital model of customer service at Russian Railways in 2022-2023 and highlighted the main activities that ensure the effect in monetary terms.