FREIGHT TRANSPORT MANAGEMENT AMIDST THE TRANSFORMATION OF DIGITAL INTERACTION BETWEEN CUSTOMERS AND THE RAILWAY

Abstract

Purpose. The efficiency of supply chain operations largely depends on the level of information support provided for the transportation process. The digitalization of transport activities creates the prerequisites for the timely planning and organization of transportation, electronic data exchange among the participants in the transportation process, as well as the automation of accounting, analytical, and management operations. At the same time, an important aspect is improving the efficiency of information interaction without the need to increase capital expenditures on the development of railway transport infrastructure. In this context, the aim of the study is to analyze the transformation of interactions between customers and JSC «Ukrzaliznytsia» in the organization of freight transportation amid the development and implementation of new information systems and technologies. Methods. During the study, the methods of structural and functional analysis, synthesis, and comparison were employed to identify the specific features of information systems and digital interaction channels used by customers to interact with JSC «Ukrzaliznytsia». Official information and regulatory sources were analyzed to examine the stages of digital service implementation and the transition of customers to the «e.Portal UZ-Cargo» subsystem. Results. It was established that the traditional model of interaction between customers and JSC «Ukrzaliznytsia» was characterized by a discontinuous nature due to the parallel operation of isolated systems for long-term planning and commercial processing, which resulted in technological fragmentation and time lags. It was noted that, since 2023, digital services have been gradually integrated into a unified digital customer interface, the e.Portal UZ-Cargo, which fully replaced the AS Client UZ system in July 2024. Furthermore, a differentiated mandatory transition of the transportation planning process from the AS Mesplan system to the e-Order subsystem began in mid-2026. Scientific novelty. The results obtained from analyzing the evolution of digital interaction between customers and JSC «Ukrzaliznytsia» in the field of freight transportation make it possible to systematize the current information systems and interaction channels, identify the specific features of their functioning, and substantiate directions for improving digital support for the organization of the transportation process. Practical significance. The results obtained can be used by cargo owners and freight forwarders when planning the transition to new digital services, adapting their own information systems, making informed decisions regarding the selection of digital interaction channels with the carrier, and improving internal procedures for planning and processing freight transportation.