The Port Authority of New York and New Jersey’s (PANYNJ) network of tunnels, bridges, and terminals represents one of the busiest transit structures in the world, processing hundreds of thousands of commuters daily. Managing service delivery at this scale requires an exceptionally coordinated workforce. However, the agency lacked a standardized way to translate disjointed consumer feedback data and complex operational rules into repeatable, step-by-step customer standards that front-line workers could easily practice across 12 distinct facilities.