Measuring the satisfaction of pilgrims: Performance efforts to develop Hajj services
The National Center for Performance Measurement of Public Agencies (Adaa) has commenced its field operations for the 1447 AH Hajj season, aiming to implement advanced mechanisms to measure the satisfaction of pilgrims . This step comes within the framework of ongoing efforts to improve the quality of government services provided to pilgrims and enhance integration among various relevant sectors to ensure the performance of the rituals with ease and peace of mind.
The pilgrim's journey from planning to departure
The performance measurement processes implemented by the “Performance” Center are based on tracking the pilgrim and visitor experience step by step, starting from the initial stages of trip planning, such as obtaining the necessary permits and preparing for travel, through arrival at land, air, and sea ports, then movement between the holy sites (Arafat, Muzdalifah, and Mina), performing the rituals in the Grand Mosque, and finally departing after completing the pilgrimage. This year, the measurement work covers more than 79 vital services provided by 17 government agencies, ensuring the comprehensiveness and objectivity of the evaluation.
Innovative tools to ensure accurate measurement of pilgrim satisfaction
To achieve the highest levels of accuracy and reliability, the center relies on a suite of advanced field and technical tools. These tools include electronic questionnaires distributed to pilgrims in various languages, face-to-face interviews at service delivery sites, and a "mystery pilgrim" mechanism that allows for the observation of the actual, real-world experience of services without the prior knowledge of the service providers. Together, these tools contribute to providing decision-makers with a clear and transparent picture of the level of field performance.
Historical and strategic dimensions of developing Hajj services
Historically, the Kingdom of Saudi Arabia has dedicated all its human and material resources to serving the Two Holy Mosques and their visitors. With the launch of Vision 2030, Hajj management has entered a new phase based on digital governance, performance measurement, and continuous improvement. The establishment of the National Center for Performance Measurement of Public Entities (Adaa) is a landmark in this regard, as it shifts the focus from simply providing services to measuring their quality and the level of beneficiary satisfaction. This reflects the Kingdom's historical and international commitment to caring for the pilgrims and providing them with the utmost comfort.
Local and international impact of performance measurement results
The importance of measuring pilgrim satisfaction extends beyond the local level to encompass regional and international dimensions. Locally, the precise indicators provided by the center enable government agencies to identify performance gaps and opportunities for immediate improvement, thus supporting data-driven decision-making. Internationally, these efforts enhance the Kingdom's image as a leader and innovator in managing large crowds and providing outstanding logistical, security, and health services to millions of Muslims from around the world, solidifying its leadership and deep expertise in this great humanitarian and religious field.
An ambitious vision for an accessible faith journey
In this regard, the Director General of the “Adaa” Center, Engineer Rashid bin Abdullah Al-Qaoud, affirmed that measuring the experience of pilgrims is a fundamental enabler for enhancing the efficiency of government work during the Hajj season. He pointed out that these efforts are an extension of the generous support and keen interest shown by the wise leadership in the Hajj and Umrah sector, emphasizing that the combined efforts of the 17 participating government entities contribute to achieving the ambitious goals of the vision to make the Hajj journey an unforgettable spiritual experience.
