Saudi Arabia puts in place new measurement tools for Hajj quality control

ADAA officials during a press conference in Riyadh. (Supplied photo)
Updated 05 August 2019

Saudi Arabia puts in place new measurement tools for Hajj quality control

  • Quality control center's scale of operations is significant, with 31 sites, covered by 80 field researchers from 22 different nationalities.

RIYADH: Saudi Arabia's National Center for Performance Measurement (ADAA) has announced the launch of measurement operations for this year’s Hajj season.

The center will target 50 services provided by 16 government agencies to pilgrims from Saudi Arabia and around the Islamic world in Makkah, Madinah, Jeddah and Taif.

“The center follows specific measurement criteria based on clear methodology designed according to the best international practices,” said Ibrahim Niaz, director general of ADAA. The measuring tools provide in-depth data that reflect the pilgrims’ level of satisfaction on services provided to them throughout their journey. 

The measurement criteria are: Processes, sites, electronic systems, employees, time frame and outputs. 

The scale of operations is significant, with 31 sites, covered by 80 field researchers of 22 different nationalities.

They will measure the satisfaction of Hajj guests on obtaining a Hajj visa, traveling to Makkah and Madinah, mobility and support services, performing the rituals, visiting the Prophet’s Mosque and departure. 

For the first time, ADAA is implementing three new satisfaction measurement tools: The Mystery Shopper, the Watani Platform and field surveys. 

ADAA will send mystery shoppers to perform the Hajj rituals while verifying agency compliance with the services of pilgrims in 31 different locations. They will also assess staff performance. 

“The center adopted three tools to measure the satisfaction of the beneficiaries and to communicate with the beneficiaries and pilgrims directly. They will answer around 7,500 questionnaires related to their experience, and their use of government services,” Niaz said.

In a press conference held at the headquarters of ADAA in Riyadh, Khalid Al-Omari, senior quality assurance manager, said: “The Watani Platform is an electronic platform in 9 different languages that reflects the voices of citizens, residents, visitors and investors. It will enable them to evaluate the performance of public services according to the best technical practices.

Hassan Genah, executive director of performance analysis, said: “The platform will measure ministries and public bodies and some companies and institutions that provide services related to the performance of the Hajj.”


185 disabled Saudi children ready for new academic year

Updated 22 August 2019

185 disabled Saudi children ready for new academic year

RIYADH:  Saudi Arabia’s Disabled Children’s Association (DCA) finished its preparations for the new academic year with the completion of its educational programs aimed at developing children’s mental, cognitive and motor skills.

The DCA’s centers are getting ready to welcome around 185 new students, who will be enrolled in the preparatory and elementary stages. The association is also housing early intervention children in 11 centers throughout the Kingdom.

“The DCA’s centers finished their preparations early in line with the directives of Prince Sultan bin Salman bin Abdul Aziz, chairman of the association’s board of directors,” said Awadh Al-Ghamdi, the DCA’s secretary-general.

He added: “The association is keeping pace with new technologies by developing the educational care system every year. It continuously adopts new methods for children with special needs by providing the centers with what is necessary for the development of linguistic, social and psychological skills.

“The DCA held consultative meetings to approve an implementation mechanism by consulting experts from the educational committee at King Saud University about the importance of establishing an innovative resources room in all of the DCA centers.

Al-Ghamdi said: “The project will be implemented in cooperation with the Ministry of Education after it is judged by specialists from Saudi universities and adopted as part of the association’s initiatives. This comes as a continuation of the DCA’s role in caring for children with special needs for more than 35 years.”

The director of the DCA’s center in Al-Rass governorate presented the project’s original idea, which included reviewing the centers’ educational care programs according to modern educational trends.

A working group, which included a number of specialists, was assigned to the investigation. It presented a final vision to the DCA’s secretariat with a guide to the project’s implementation.