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.”


Saudi Arabia registers 35 new coronavirus deaths

Updated 21 min 59 sec ago

Saudi Arabia registers 35 new coronavirus deaths

  • The Kingdom recorded 1,342 new infected COVID-19 cases

RIYADH: Saudi Arabia announced 35 more deaths from COVID-19 on Tuesday, bringing the total number of deaths to 2,984.
The Ministry of Health also said that it has registered 1,342 new infected cases, now totalling 281,435 cases in the Kingdom.
The areas most affected were Jeddah with 97 new cases, followed by Makkah with 56 cases and then Madinah with 53 new infections.
The ministry also said that 1,635 patients have recovered from the coronavirus disease, bringing number of recovered cases to 243,688.
The Kingdom has just completed the annual Hajj season, under strict precautionary measures, and pilgrims who took part in this year’s pilgrimage must continue to wear electronic tags so authorities can track their 14-day quarantine once they return home.
So far, over 18 million people have been affected by the disease worldwide and it has killed almost 700,000 people.