Sadayo said the establishment has installed toll free telephones in English and Malay at buildings where pilgrims will be staying to ensure they can remain in constant contact with them to solve any problems.
He added that his establishment has contracted a communications company to send SMS messages to welcome pilgrims and inform them when they will be grouping and moving, in addition to providing them with other guidance.
“We can also receive pilgrims’ complaints and inquires through these mobiles and telephones, record them on computers and forward them to the concerned officials for action,” he said.
Sadayo said his establishment is providing services to pilgrims from 17 countries, which include Indonesia, Malaysia, China, Thailand, the Philippines, Singapore and Brunei. About 210,000 pilgrims come from Indonesia alone.
He added that his establishment has field service teams consisting of 1,880 people with teams of between 35 and 40 people. He said the establishment employs 3,500 people and has a special female section.
“Last year, we introduced a committee of females from the families of Mutawwifs to take care of hospitalized female pilgrims,” he said.
“We have a PR and media section fully manned by women who work in two shifts to answer calls on the toll free number at our communications center,” he said.
The chairman said the establishment has concluded a deal with a catering contractor to provide a light meal to pilgrims on the day of Nafra (when they leave Arafat for Muzdalifah), adding that according to the agreement, the contractor will employ 30 women from the families of the Mutawwifs.
He recalled that the establishment began its shuttle transport in 1423H, a move that reduced journey time between the Holy Sites.
In a recent interview, Sadayo revealed that there are two investment projects for the establishment that will generate more revenue. He also said that the establishment has launched an SMS service this year that will allow its employees to communicate with pilgrims. The service has been launched together with a mobile telephone service company. The experience has, so far, proven a success.
The female section of the establishment is also corresponding with South East Asian pilgrims by e-mail during the Haj. The program aims to strengthen relations between pilgrims and mutawwifs, to ensure they have a comfortable and pleasant Haj, answer any queries and ensure they perform their rites properly. The system also aims to find quick solutions to any issues.
The new electronic system is a first for the Tawafa Establishment for South East Asian pilgrims and the first time a team of women have been placed in a role like this.
