In line with the strategy of Azerbaijan Railways CJSC (ADY) to enhance operational efficiency and improve the quality of services provided to citizens and business clients, a new electronic service portal (portal.ady.az) has been launched.

This innovative platform allows users to apply for a range of services online, track the status of their requests, and receive responses promptly.

The new digital platform covers the following five service areas for both individuals and legal entities:

Electronic submission of citizen appeals — Individuals can submit their personal appeals (complaints, suggestions, and applications) electronically, and legal entities can conveniently submit official appeals on behalf of their organizations.

Submission of applications for scheduled (depot and major) repairs of freight wagons – Users can access repair and maintenance services for wagons owned personally or by companies. This service contributes to extending the operational life of wagons and trains and enhancing safety.

Submission of applications for washing (degassing) freight wagons—Individuals can use cleaning services for wagons they own, and legal entities can apply for technical cleaning services for wagons and trains belonging to their companies.

Submission of applications for technical conditions (approval) to install engineering structures and communications at various levels on public railways – Individuals can obtain technical advice and support for personal projects. Legal entities and government agencies can receive expert consultations for planning and implementing large-scale projects.

Submission of applications for the design of railway infrastructure and structures, including the construction and reconstruction of railway lines – Consulting and technical support services are offered for the preparation and implementation of private and commercial construction projects.

To use these services, individuals must register on the electronic portal and log into their account to select the desired service. After selecting the service, a relevant form opens, which the user fills out, gives consent to the use of personal data, and clicks the “submit” button. Users can view their requests and statuses in the “My Applications” section of their personal accounts.
 

Previously, these services were only provided through paper-based processes. Thanks to the new system, individuals and legal entities no longer need to visit ADY offices or submit paper documents to access its services. The entire process is now carried out online, 24/7. Requests submitted through the system are automatically directed to the relevant departments, significantly reducing response times. Additionally, users can track the status of their applications in real time and receive notifications via email. Previously, when working with paper documents, users had to contact ADY again to check the status of their requests. Now, services can be accessed from anywhere and from any device, offering especially time-saving and more convenient options for citizens living in regions.

The portal was developed by ADY’s Digital Development Department using in-house resources and specialists. During the creation of the new system, the needs of users of various age groups and with different levels of digital literacy were taken into account. The user-oriented interface makes the application process simple and intuitive, ensuring the system is highly accessible to everyone.

As one of the major steps in ADY’s digital transformation journey, the platform ensures that railway services are delivered in a more convenient, modern, transparent, and innovative manner.

In line with its digitalization strategy, ADY will continue to implement new projects aimed at reducing paper documentation and minimizing environmental damage caused by paper usage. The list of electronic services is planned to be expanded further this year.

By treating digitalization as a strategic priority, Azerbaijan Railways is broadening the implementation of such solutions across various areas—from ticket sales and freight tracking to real-time information exchange in security systems. Through digital platforms and analytical tools, relationships with customers are built more transparently and agilely. As a result, passengers and partners benefit from more transparent, prompt, and reliable services, enhancing user experience and building customer trust.

ADY’s commitment to building trust-based partnerships and improving service quality — that is, its openness to transparency initiatives — facilitates the implementation of digital solutions. The ability to monitor activities, generate reports, and conduct analytical evaluations through digital management tools strengthens internal control and creates favorable conditions for deepening cooperation with international partners. In this regard, digitalization contributes not only to ADY’s technological advancement but also to the transformation of its business model, the development of a customer-oriented approach, and the acceleration of integration with global railway networks. This process not only increases the competitiveness of the railway system but also strengthens the country’s transport and logistics potential.