Putting Riders First: How NICE Bus Is Rethinking Transit

What does it take to move 70,000 riders a day while keeping innovation, reliability, and customer experience at the center of every decision? This week on Transit Unplugged, Paul Comfort sits down with Jack Khzouz, CEO of Nassau Inter-County Express (NICE Bus) and Senior Vice President at Transdev North America, to explore one of the largest contracted public transportation operations in the United States. Serving Nassau County, Long Island, and parts of Queens, NICE operates a fleet of approximately 550 vehicles, delivers 23 million fixed-route rides annually, and provides another 350,000 paratransit trips. But what makes NICE especially interesting is its operating model: Transdev handles far more than day-to-day bus service, working alongside Nassau County on everything from technology and customer engagement to planning, procurement, and regulatory compliance. Jack shares his rider-first approach to leadership, explaining why operational decisions should begin with the passenger experience rather than internal convenience. He also discusses how NICE uses data to improve on-time performance, responds to changing post-pandemic ridership patterns, and experiments with new service models. From expanding express routes and launching hybrid fixed-route/on-demand service to introducing OMNY contactless payments, NICE is embracing innovation while tackling some of transit's biggest challenges. The conversation also explores the growing demand for paratransit, the need to rethink how accessible transportation is delivered, and the role of public-private partnerships in making transit more responsive to the communities it serves. Plus, Jack reflects on his unconventional path into transit leadership, from riding buses as a child in Southern California to helping launch NICE Bus 15 years ago. In this episode: - Why NICE Bus approaches transit operations with a startup mentality - How a rider-first philosophy shapes decisions and service improvements - Using data to improve reliability and create a more consistent rider experience - Responding to changing ridership patterns with express routes and on-demand service - Making fare payment easier through OMNY integration - Addressing rising paratransit demand and the need for sustainable solutions - The advantages of a deeply integrated public-private operating partnership - What's next for NICE, including depot modernization and community-based mobility Credits Host and Producer: Paul Comfort Executive Producer: Julie Gates Producer: Chris O’Keeffe Production Assistant: Desmond Gates Editor: Patrick Emile Associate Producer: Cyndi Raskin Brand Design: Tina Olagundoye Transit Unplugged is brought to you by Modaxo, passionate about moving the world’s people. For more information, visit: www.Transit Unplugged.com Disclaimer: The views and opinions expressed in this program are those of the guests, and do not necessarily reflect the views or positions of Modaxo Inc., its affiliates or subsidiaries, or any entities they represent (“Modaxo”). This production belongs to Modaxo, and may contain information that may be subject to trademark, copyright, or other intellectual property rights and restrictions. This production provides general information, and should not be relied on as legal advice or opinion. Modaxo specifically disclaims all warranties, express or implied, and will not be liable for any losses, claims, or damages arising from the use of this presentation, from any material contained in it, or from any action or decision taken in response to it.