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Digital Transformations at KTZ: Launch of the «Single Digital Window» Progect

Digital Transformations at KTZ: Launch of the «Single Digital Window» Progect

KTZ NC JSC is implementing the Single Digital Window (SDW) project, aimed at fully digitizing customer service in freight transportation. This initiative seeks to create a unified digital space for customers by integrating all commercial functions of the company's subsidiaries, similar to the state-owned Egov and CES platforms.


The introduction of the SDW will enhance the transparency of business processes, optimize communications, and establish a convenient single point of entry for customers. As a result, the time required for processing requests will be reduced, boosting the productivity of work processes and improving the efficiency of logistics operations management.


Currently, the portal has been launched in test mode and already offers customers access to several features, including quotation requests, contract management, the ability to submit inquiries via social media and the Call Center, and service requests. In the future, the functionality is expected to expand to include mutual settlements, online payments, access to analytical data, real-time shipment tracking, and partner integration via API.


M. Sadykov, Managing Director for Digitalization at KTZ Express, presented the project at the V Eurasian Forum on Security and Digitalization of Transport in Almaty, as well as at the Foresight Forum “Horizon 2035: Artificial Intelligence and Transport of the Future” in Astana.


As M. Sadykov noted, significant work has been undertaken to establish a digital ecosystem in the subsidiaries in preparation for the launch of the ECU. Notably, the automation of business processes and the creation of a unified contact center at KTZ Express have led to a customer satisfaction increase to 93%, with a loyalty index (NPS) reaching 70%. The implementation of electronic digital signatures has reduced the time needed to finalize contracts by 2.5 times, while partner integration via API has significantly optimized order management and decreased request processing times.