2019 Winner Profile

The Port Authority of New York and New Jersey

Project Description:
The challenge was to produce mobile apps and mobile-enabled websites for all of Port Authority's major facilities — including three of America's busiest airports, the central bus terminal in Manhattan, and the PATH rail transit system — in just 90 days. And they did it, with four mobile websites and three mobile apps. Delivering this required a complete culture change around thinking, planning, and delivering projects. The mobile app for PATH riders works underground, without cell service. The focus was on providing real-time alerts, schedules and maps, as well as giving the Port Authority a platform for delivering future incremental enhancements. As of the end of 2018, they reached 65,000 downloads and 25,000 daily users. Overall user satisfaction increased 7.7% at JFK, 5% at Newark Airport, and 4.7% at LaGuardia.
Business Goal:
Customer Experience
Robert Galvin
Rick Cotton
New York, NY
View All 2019 Winners »