Saudi Arabia’s National Center for Performance Measurement, ADAA, says it has launched Hajj performance measurement operations for this year.
The senior quality assurance manager, Mr Khalid Al-Omari, at a press conference held at the Cemter’s headquarters in Riyadh, said: “The Watani Platform is an electronic platform in 9 different languages that reflects the voices of citizens, residents, visitors and investors.
The measurement, he said, would enable the Center to evaluate the performance of public services in accordance with the best technical practices.
“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,” Mr Al-Omari said.
The Director General of the Center, Mr Ibrahim Niaz, said ADAA follows specific measurement criteria based on clear methodology designed according to the best international practices.
According to him, 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, travelling 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,” Mr Niaz said.
Similarly, 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.”
