Digital & Technology is powering performance, shaping a future ready network

Building a digital ecosystem with more resiliency and stability.

Norfolk Southern’ Digital & Technology team plays a critical role in powering performance across the railroad. The team designs, delivers, and supports the digital tools and technology systems that keep trains moving safely and reliably across our 22‑state network. By investing in modern technology and data-driven solutions, Digital & Technology strengthens safety through digital advancements, improves operational efficiency, stabilizes core systems, and enhances the customer experience - helping build a more resilient railroad for the customers and communities we serve.

“Through dedication, innovation, and teamwork, our Digital and Technology team has delivered impact across the network,” shares Anil Bhatt, EVP and Chief Information & Digital Officer. “In 2025, we invested in service and network availability, ensuring our customers had better access to systems, shipment tracking, and operational platforms, even during peak demand. With improved monitoring and coverage, our teams will have a greater focus on new product development and innovation.”

By modernizing its network and advancing technology, Norfolk Southern is building a more stable, resilient operating environment that enables innovation and delivers its strongest safety performance in more than a decade.

SAFETY

• Enhanced rail safety by digitally inspecting 78% of traffic through Digital Train Inspection (DTI) and Automated Track Inspection (ATI).
• Deployed over 50 DTI and ATI algorithms in partnership with the Mechanical team; identifying broken rails and over 50 broken wheels preventing significant network impacts with the evolved Wheel Integrity System (WIS).

SERVICE

• Launched self-service platform with Commercial and Operations enhancing customer satisfaction and contributing to the highest Net Promoter Score (NPS) in company history.
• Accelerated intermodal bid modeling by 99%, reducing processing time from one day to under a minute to enable faster, more competitive responses.
• Installed Gen 3 modems in locomotives with more underway to ensure better connectivity, enabling real-time performance and strengthening field communications.

STABILITY & SECURITY

• Reinforced digital twin technology with enterprise data enabling more proactive maintenance and fewer disruptions.
• Modernized and refreshed data center network while maintaining 99.995% availability​.
• Improved system stability with 80% reduction in major incidents through improved IT processes and proactive monitoring​.
• Developed a unified source of trusted data, improving network visibility and operational planning.

What’s next? These outcomes demonstrate how a future‑ready, digital ecosystem supports service today while positioning the organization for long‑term, sustainable growth.

“We’re building a railroad that performs better today and is designed to scale, delivering a stronger network infrastructure, secure intelligent systems and upskilling our teams,” said Bhatt. “By strengthening our technology foundation of stability, resiliency, and security, we’re equipping the enterprise with trusted systems, data, and skills to accelerate safety, service and performance.”

Jihan Gary leads internal communications for Norfolk Southern, focusing on change management and employee communications. She also oversees strategic communications for Digital and Technology, Human Resources and Compliance. Jihan joined NS in 2023, with over 15 years of corporate communications expertise.