المملكة: Measuring the performance of 79 government services for the guests of God in Mecca and Medina during the Hajj season 1447 AH
The National Center for Performance Measurement of Public Institutions “Adaa” launched a project to measure the performance journey Hajj rituals for the year 1447 AH in Mecca and Medina, to evaluate 79 services and improve the experience of the guests of God.
This strategic project comes within a precise national methodology, which aims to monitor levels of satisfaction with the services provided to pilgrims, in a way that contributes to raising Performance efficiencyGovernmental-institutional.
The center explained that the measurement system does not deal with the pilgrim’s journey as a passing experience, but rather as an integrated system based on following him through 7 main interconnected stages.
Evaluating performance at all stages of rituals
He explained that the measurement journey begins from the moment of making the decision on the obligation, contracting, and issuing permits, extending to the travel procedures towards the Kingdom.
He added that the evaluation later includes performing rituals and moving between Holy feelings, and supporting services, leading to visiting the Prophet’s Mosque, and ending with the departure stage.
The Center revealed the participation of 17 government agencies in providing the package of services subject to measurement, which reflects the extent of the operational complexity and institutional integration of serving pilgrims.
These services vary to cover the sectors of visas, transportation, health, and security, in addition to supporting aspects such as accommodation, restaurants, communications, and multiple logistical operations.
Essential tools for accurate results
To ensure the accuracy and reliability of the results, the National Center for Measuring the Performance of Public Agencies relied on 3 main tools, which included electronic questionnaires and direct field interviews.
He pointed out that the third tool is the “invisible pilgrim” mechanism, which allows monitoring the quality of services on the ground directly and impartially to enhance the accuracy of indicators.
The project leaders indicated that Mecca and Medina represent the main focus of measurement, as they are the beating heart of organizational and humanitarian processes in crowd management globally.
The center pointed out that the goal goes beyond just traditional evaluation, to become a strategic tool that enables entities to analyze the results and create opportunities for continuous development.
He stressed that this integrated methodology represents a fundamental foundation “to ensure the provision of an exceptional experience to the guests of God,” in a manner befitting the Kingdom’s leading position in serving Islam and Muslims.
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