

General Directorate of IETT Enterprises
SQAM was created and put into use in 2012 to measure our service quality and to ensure the implementation of value propositions we offered the passengers.Primarily, quality standards for service points and measurement model have been created. While determining SQAM criteria, Service Quality Standards of Public Transportation in Europe (EN 13816)...
This practice was established to ensure that our employees understand what the passengers experience and form an empathetical approach, to identify areas for improvement in our service points, improve our service quality, produce innovative solutions and thus improve customer satisfaction. Once every three months for a week, all managers...
FMS was put into place in July of 2015 in order to make field practices (Internal supervision, Passenger Notification, Fleet Communication, Incident Handling, Crisis Management and Transportation Analysis) more efficient and easy to measure as well as to enhance quality of service. Bus Realization Process was one of the critical processes in...
Interactive information system was set up for the passengers to access the information they need before, during and after the journey. In this context, web site, Mobiett (mobile İETT) intelligent stop, Mobiett how to go, intelligent stop, audio cycle, out-vehicle announcement, in-vehicle information and passenger information via announcement,...
One of the fundamental values in İETT is to be “Innovative”. The notions of “the uncovered needs” in the mission statement and “making the urban life easier” in the vision statement pave the way for innovative solutions and innovation. The innovation system has been designed in 2013. According to the innovation management system, ideas collected...
According to the studies, 95% of the traffic accidents are caused by the driver failures. One of the biggest reasons of failure to ensure the desired quality public transport in such a metropolitan city as Istanbul is that the drivers are lack of adequate education and training. For this reason, İETT has established İETT Academy in order to...
Reliable - İETT abides by the service principals it promises to its stakeholders.
Participatory - Ideas of its passengers, personnel, suppliers and partners are important for İETT in increasing service quality.
Sensitive - İETT is sensitive towards the needs and expectations of its stakeholders.
Innovative - İETT pioneers changes and innovations for maximum satisfaction and minimum cost.
Providing urban public bus transport services in the municipality of İstanbul. This includes regulation, control, integration and knowledge sharing activities. With more than 11 000 stops, İETT carries 3.6 million passengers on more than 700 routes with approximately 3000 buses daily.
İETT runs the buses, metrobuses (bus rapid transit – BRT), the nostalgic tram and the tunnel in order to offer public transport services in İstanbul. İETT is also in charge of regulating and inspecting Private Public Buses.
Total number of employees is over 6000. İETT has 870 civil servants in administrative functions, 660 workers in bus depots and 4500 bus drivers.

Sector | Transport |
Size of the organisation | > 1000 employees |
Operating | Locally |
Location | Istanbul, Turkey |
features organisations active in logistics, public and private transport, postal services