Fulfilling customer needs and expectations

28 October 2013

Nilufer Municipality - Turkey

2013 EFQM Excellence Prize Winner in "Adding Value for Customers"

“The assessment process has enabled a structured review of the overall performance, measuring achievements and strengths and also identifying improvement opportunities for us.”
Mustafa Bozbey, Mayor


Nilüfer Municipality is a local government (public sector), providing services for approximately 325,000 residents. Nilüfer Municipality is one of the three central districts municipalities of Bursa, the 4th biggest city of Turkey. The Municipality is organised as follows: a municipal council, a municipal executive committee, a mayor, 5 deputy mayors, 22 department managers and approximately 850 employees.

Nilüfer Municipality’s primary management approach is defined as giving a direction to urban, institutional, social and economic development and managing the change. In this scope, some of the services of Nilüfer Municipality are Urban Planning and Expropriation Services, Public Development and Construction Services, Road Construction-Maintenance-Repair Services, etc.

Benefits of implementing the EFQM Excellence Model 

  • The leadership of the mayor is perceived as a role model for both the internal organization and external stakeholders. This is reflected in the election results; the major’s share of the vote increased from 45% in 2004 to 54% at the last election in 2009. 
  • A program to reduce response times for key services has delivered significant benefits for the residents. For example, the response time for calls about waste collection has reduced from 4.92 hours in 2009 to 3.22 hours in 2012 – a 35% reduction.
  • Employee satisfaction has increased from 79% in 2007 to 85% in 2011. This is due to the fact that HR policies and strategies have been correctly defined and implemented.

“People from Nïlufer have a clear focus on the customer (the citizen). They not only add value by understanding and fulfilling customer needs, expectations and opportunities, but by anticipating future demands and expectations, contributing to the modern life standards enjoyed by Nilüfer citizens.”
Jose Antonio Calvo, Assessment Team Leader