Information published on 21 May 2013 in the UIC electronic newsletter "UIC eNews" Nr 347.

Kazakhstan: excellent service at Astana station

  • News from UIC members
  • Stations and Intermodal Hubs

Services designed to improve customer service have been upgraded at Astana railway station. One of the latest innovations is the use of the “ARM AGKR” information management system, which simplifies the management of customer accounts.

This system enables the trade cashier to see the availability of funds in the customer’s account and make short-term money reservations for ease of maintenance – said Saken Kassenov, director of the branch of JSC NC KTZ-Astana station.

In order to further simplify procedures and services for the preparation and administration of cargo to the station at the initiative of Saken Kassenov, the number of reception desks in the trade box office was increased.

Given the western European model of working with clients, it is planned to introduce a commercial agent who combines the responsibilities of cargo receivers, deliverers and trade cashiers at Astana station. The client will not use the services of the various departments as all transport matters will be addressed in one place instead.

The capital’s station considers the possibility of introducing such transactions for clients such as counselling, tracking, planning and boarding up to cargo delivery, opening of the service centre, the introduction of modern terminal stations in major commercial areas, and the implementation of several sidings.

Measures must ensure customer services meet a higher level of quality, to meet the population’s needs for comprehensive services, improve the competitiveness of Kazakhstan’s transport market – said E. Burkitov, the station’s first deputy director.

(Source: KTZ)