Citizen satisfaction and participation

7 August 2013

Nilufer Municipality - Turkey

EFQM's 2012 Awards Finalist

"The EFQM Model fulfilled the need to monitor our performance both internally (the organisation) and externally (the city). It enabled us to focus more on value-added services and now the future for both the city of Nilufer and the organisation is brighter."
Mustafa Bozbey, Mayor of Nilufer


Smile, you are in Nilufer - the City of Green, Sports, Health, Science, Culture and Arts! Nilufer, one of the seven central district municipalities of Bursa Metropolitan, was established in 1987. The city is hosting nearly 320.000 citizens and is the most rapidly urbanising region of Bursa, facing a population increase of 6% each year, mostly originating from domestic immigrations.

Benefits of implementing the EFQM Excellence Model

  • Despite the fact that the city expanded six times following a central regulatory decision, they have successfully kept up with the same quality standards with their services thanks to a strong financial management system constructed by the EFQM Model.
  • Benchmarks and assessment & review of Nilufer Municipality's approaches have had significant positive effects on budget realisation through effectiveness and efficiency improvements. Income show a positive trend; increasing by 78% since 2008.
  • Nilufer Municipality has also observed significant positive changes with non-financial measures, including citizen satisfaction and participation

Municipality of Nilufer is nominated for the EFQM's 2012 Excellence Awards.

"People in Nilufer are very proud of their municipality thanks to the focus on the citizen and progressive mind-set. It is clear that Internal policies and management approaches are enabling this motivation."
Annemie Simkens, EFQM Team Leader