General Directorate of IETT Enterprises

Platinum Leading Organisation for Excellence in the Transport sector
Service Quality Assessment Model (SQAM)

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)...

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Empathy Week

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...

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Field Management System (FMS)

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...

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Interactive Passenger Information

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,...

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Innovation Management

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...

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İETT Academy

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...

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The Excellence Model criteria that covers all functions, all hierarchical levels and all stakeholders of the entity, provides us a 360 degrees evaluation of our organization. The RADAR logic, as a management tool, caused our people to gain an in depth perspective of “continuous improvement” understanding. The model compels us to analyse the effectiveness and search for better ways thus provides means for sustainable success. The self-assessments and external award assessments since 2012 enabled us to improve our management systems. For example, our corporate performance management system has now an aligned cause-effect relation thanks to improvements of the EFQM Excellence Model assessments. As of continuous improvement; our process framework is now representing our value chain thus we can effectively manage the horizontal flow throughout our enterprise.
What defines us.
To be a leader institution that makes the urban life easier, acts eco-friendly and manages alternative energy resources.
To regulate and control the public transportation in the way to supply the uncovered needs, to have a balancing role in the sector and to lead accumulation of knowledge in national and international areas
Fair - İETT never deviates from justice and integrity while carrying out its operations and it never discriminates its stakeholders.
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.
Our core business

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.

Our products and services

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.

Our people

Total number of employees is over 6000. İETT has 870 civil servants in administrative functions, 660 workers in bus depots and 4500 bus drivers.

Company Data
Size of the organisation> 1000 employees
LocationIstanbul, Turkey
More about the Transport sector

features organisations active in logistics, public and private transport, postal services

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