Center to measure Hajj pilgrims’ satisfaction with government services

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Muslim pilgrims touch the golden door of the Kaaba, the cubic building at the Grand Mosque, as they pray ahead of the annual Hajj pilgrimage in the Muslim holy city of Mecca, Saudi Arabia, Friday, Aug. 17, 2018. (AP)
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Muslim worshippers pray around the Kaaba, Islam's holiest shrine, at the Grand Mosque in Saudi Arabia's holy city of Mecca on August 16, 2018, prior to the start of the annual Hajj pilgrimage in the holy city. (AFP)
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Muslim worshippers perform prayers around the Kaaba, Islam's holiest shrine, at the Grand Mosque in Saudi Arabia's holy city of Mecca on August 15, 2018, prior to the start of the annual Hajj pilgrimage in the holy city. (AFP)
Updated 17 August 2018

Center to measure Hajj pilgrims’ satisfaction with government services

  • Adaa seeks to measure the performance of public entities and prepare periodic reports on the results of their performance
  • More than 30 services provided by government agencies will be assessed

JEDDAH: The National Center for Performance Measurement (Adaa) has activated one of its beneficiaries’ measurement tools to assess pilgrims’ satisfaction with government services during the Hajj season.
This measurement is in line with the Kingdom’s efforts to serve pilgrims and facilitate pilgrimage performance, and aims to improve services.
It also aims to support the improvement of government services by measuring service quality and beneficiaries’ satisfaction.
Adaa Director General Husameddin Al-Madani said that measuring pilgrims’ satisfaction complies with King Salman’s directives on offering the best experience for the Hajj.
Reports on pilgrims’ satisfaction will give government agencies the tools to enhance the efficiency and quality of services.
Al-Madani said that pilgrims’ satisfaction is centered around four key stages: Obtaining a Hajj visa or permit, the experience of traveling to and from Makkah, support services at the Two Holy Mosques and Hajj holy sites, and the departure experience. More than 30 services provided by government agencies will be assessed.
Al-Madani said that Adaa measurement follows the best international standards and covers five main criteria: Clear procedures, location readiness, speed of service, satisfaction of employees’ performance, and satisfaction with services.
Results will feed into Adaa’s quarterly beneficiaries’ satisfaction reports, which are presented to the Council of Ministers and shared with authorities to enhance public services.
Adaa seeks to measure the performance of public entities and prepare periodic reports on the results of their performance and the results of beneficiaries’ satisfaction of the quality of services provided by public entities.


Saudi justice minister appoints first woman to senior position at alimony fund

Saudi Justice Ministry. (SPA)
Updated 29 January 2020

Saudi justice minister appoints first woman to senior position at alimony fund

  • More women are also working in the ministry’s digital transformation project, and in related fields such as computer science, software engineering and information systems

JEDDAH: The minister of justice and president of the Supreme Judicial Council, Walid bin Mohammed Al-Samaani, has ordered the appointment of Shorooq bint Mohammed Al-Jadaan as deputy director-general for alimony affairs. She is the first woman to assume a leading position at the alimony fund.
The fund aims to ensure alimony is paid to beneficiaries as quickly as possible, and help achieve a financial balance for families, in fulfillment of the Kingdom’s Vision 2030 plan.
“This appointment is not surprising from a ministry and a country that has taken upon itself to ensure equity and empowerment for women in all governmental and private sectors,” said Saudi lawyer Nujood Qasim.
Such decisions strongly support efforts to raise the level of participation by women in the workforce, one of the goals of Vision 2030, by providing a wider range of career options and encouraging them to play a bigger role in the development of the country, Qasim added.
The second phase of the alimony fund was launched in November 2019. It has achieved a number of successes since its inception, in particular improving the speed of responses to requests and communication with applicants and beneficiaries through its online platform.
It has also reduced the time taken from final approval of applications to the payment of alimony, which can now be done in a matter of hours.
The Ministry of Justice has implemented a number of initiatives in the past few years to increase the number of female employees and improve their representation in promoted positions. In late 2017, it started to provide special sections for women in courts around the country and appoint female notaries. Previously it was rare for women to work in courts.
Women can now work as social researchers and administrative assistants. More women are also working in the ministry’s digital transformation project, and in related fields such as computer science, software engineering and information systems.
In addition, there has been a huge increase in the number of registered female lawyers, from only 10 in 2013 to 487 by November last year.