المملكة: Pilgrimage service providers innovate digital initiatives that improve the experience of pilgrims

A package of digital and innovative initiatives implemented by pilgrim service providers during the 1447 AH Hajj season contributed to improving the experience Guests of God and enhancing the quality of services provided to them from the moment of their arrival in the Kingdom until their departure after completing the rituals, in a step that reflects the trends of the Hajj system towards employing technology and artificial intelligence to serve pilgrims and improve their journey of faith.

The initiatives, some of which were implemented for the first time this season, included a number of specific programs that covered the technical, health, food, awareness, media and creative aspects, the most prominent of which is the “Ikram Tatamman” initiative, The “Care” initiative, the specialized healthy meals, the smart assistant for the pilgrim, and the “Safe Hajj without pricking” initiative, in addition to special initiatives for hospitality and employment centers, endowment certificates, and the creativity and innovation hackathon.

These initiatives targeted pilgrims to the Holy House of God and workers in The Hajj system, which contributes to the development of field services, raising their efficiency, and improving the pilgrim’s experience, with the support and encouragement of the Ministry of Hajj and Umrah, which attaches great importance to innovation within the sector’s development goals.

The most prominent initiatives of the Hajj season

Among the most prominent initiatives witnessed by the Hajj season this year is the “Ikram Tamman” initiative, which is the first of its kind, as it provides an integrated digital platform that connects the pilgrim with his family, his delegation, and the service company supervising him. In an instant and safe manner, through a smart application based on artificial intelligence techniques and aims to enhance communication and raise the level of reassurance for the pilgrim and his family.

The director of the Quality Initiatives and Innovations Department at one of the Pilgrimage Services Dr. Adnan Al-Shehri said that the initiative was applied during this year’s Hajj season to about 71,000 pilgrims of various nationalities and continents as a first stage, indicating that there are plans to expand its application during the coming seasons.

Al-Shehri said that the initiative allows following up on the pilgrim’s journey from his arrival in Mecca until his departure after completing the rituals, ensuring that the relevant authorities are continuously informed of his health condition and location, and contributes to enhancing the level of safety. And reassurance for the pilgrim, his family, and his mission.

He added that the application is downloaded by four main parties, including the pilgrim himself, his family in his country, and the Hajj delegation affiliated with his country, in addition to the supervisor responsible for him, as it allows tracking of the pilgrim’s movements during the various stages of Hajj, starting with heading to Mina on the day of Tarwiyah, then stopping at Arafat, and Nafra to Muzdalifah, spending the night in Mina, and performing the ritual of throwing stones at the Jamarat. And Tawaf Al-Ifadah and Sa’i, all the way to his departure from the Holy Sites.

He pointed out that the platform enables the pilgrim’s family to view the developments of his journey, monitor his health condition, and share photos directly throughout his stay in Mecca and the Holy Sites, in a way that enhances the family’s sense of reassurance and reduces the anxiety that accompanies the performance of the rituals.

Al-Shehri pointed out that the application is managed through a main control center affiliated with the service provider, Through it, data is entered, services are activated, and beneficiaries are followed up, stressing that the launch of the initiative came with the support and sponsorship of the Ministry of Hajj and Umrah, which encourages various qualitative initiatives and innovations aimed at developing the services provided to the guests of God.

Improving the service of the guests of God

For his part, the CEO of one of the pilgrims’ service providers, Mr. Saudi Eid, stressed their keenness to achieve the goals of the Kingdom’s Vision 2030 and the aspirations of the Ministry of Hajj and Umrah by adopting qualitative initiatives that advance Serving the pilgrim and enhancing the quality of his experience.

He explained that this season, the entity implemented 13 innovative initiatives that were nominated and submitted to the “Innovators” Award, as qualitative models that contribute to transforming the pilgrim’s service from a traditional operational experience into an integrated faith and humanitarian experience that reflects Islamic values, enhances the quality of the pilgrims’ journey, and supports creating a sustainable impact.

In turn, the Chairman of the Board of Directors of the Tawafa for Pilgrims of Arab Countries, Mr. Muhammad bin Hassan Maajini stressed that these initiatives represent an extension of the organization’s approach to empowering creative ideas and transforming operational challenges into development opportunities and tangible achievements that are reflected in the level of services provided to pilgrims.

He stressed that the culture of innovation and creativity has become an essential part of the work system in serving the guests of God, in addition to paying attention to the humanitarian aspect, which represents the most important pillar of the Hajj journey, noting that the “Maidan” program launched by the Ministry of Hajj and Umrah contributed to motivating field service centers to provide innovative ideas. And documenting inspiring humanitarian models that reflect the scale of efforts made to serve pilgrims.

Maajini appreciated the Ministry of Hajj and Umrah’s continued support for development initiatives and creative ideas that contribute to enhancing operational excellence and raising the quality of services provided to the guests of God, in line with the position that the Kingdom occupies in serving the Two Holy Mosques and their visitors.

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