Keith Armonaitis, Lead of the IT Innovation Lab at The Port Authority of New York and New Jersey, is being recognized for revolutionizing customer experience (CX) and operational efficiency across the organization's vast transportation network.

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Keith's leadership has focused on modernizing digital communication and enhancing information accessibility for millions of passengers daily. Recognizing the inefficiencies of outdated technology and cumbersome approval processes across multiple websites, Keith spearheaded the development of a centralized digital platform. This platform integrates real-time information from various transportation hubs into two main websites, significantly improving the dissemination of critical updates such as schedules and commute times across web, kiosks, and mobile platforms.

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Under Keith's direction, the Port Authority streamlined content management and publishing processes, reducing the time to update information from days to minutes. This has empowered 50 to 60 staff members across departments to autonomously publish content, enhancing agility and responsiveness in delivering timely information to the public.

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Keith's initiatives have also focused on inclusivity, expanding digital content from English-only to over 100 languages and ensuring compliance with the Americans with Disabilities Act (ADA). By consolidating service updates onto centralized platforms, Keith has improved accessibility for passengers with disabilities, enabling them to navigate transportation services more effectively.

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Overall, Keith Armonaitis's strategic approach to IT modernization at The Port Authority has not only optimized operational workflows but also transformed the public's experience of accessing transportation information. His ongoing efforts continue to push boundaries in enhancing digital infrastructure, ensuring equitable access to critical transportation services across the New York/New Jersey region.