Abstract
Despite the traditional conservatism and high level of overregulation of the Russian pension system, the Pension Fund of Russia and non-state pension funds tend to digitalize the processes of servicing, informing and communicating with clients, data collection and analysis systems, as well as the proactive offer of public or non-state pension funds’ services. The article discusses the directions and examples of digitalization both in non-state pension funds and in the Pension Fund of Russia, as well as the results of these actions, expressed in the growth of customer satisfaction, reducing the number of errors and speeding up the time to provide services or answer customer questions. Despite the slow pace of implementation of changes in the pension sector, digitalization and transformation of processes are gradually bringing NPFs closer to the best customer service practices adopted in the Russian financial sector.
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