The National Center for Performance Measurement "Adaa" has activated one of its beneficiaries' measurement tools to measure pilgrims' satisfaction of government services provided during the Hajj season. This measurement is in line with the Kingdom efforts to serve pilgrims and facilitate pilgrimage performance. It aims to support the improvement of government services by measuring service quality and beneficiaries' satisfaction. Adaa (performance) Director General Eng. Husameddin Al-Madani said that measuring pilgrims' satisfaction of government services complies with the Custodian of the Two Holy Mosques' directives on offering pilgrims the best experience that ensures comfort and smooth facilitation of their Hajj journey. This measurement initiative will translate into reports on pilgrims' satisfaction of Hajj experience, which will give government agencies involved in Hajj the required visibility to enhance the efficiency and quality of services provided during Hajj season. Al-Madani indicated that pilgrims' satisfaction of government services is centered around four key stages that cover all Hajj services provided to pilgrims. These key stages include: obtaining Hajj visa or permit, the experience of travelling from and to Makkah, support services in the two holy mosques and Hajj holy sites, and the departure experience at the end of the Hajj season. Throughout these stages, more than 30 services provided by various government agencies will be assessed by this measurement initiative. As for the measurement criteria adopted by Adaa, Al-Madani indicated that Adaa adopts a measurement approach following the best international standards and covering five main criteria; clear procedures, location readiness, speed of service, satisfaction of employees' performance, and satisfaction for the service provided. Pilgrims' satisfaction measurement results will feed into Adaa's quarterly beneficiaries' satisfaction reports. These reports are presented to the Council of Ministers and are shared with the relevant authorities with the purpose to further enhance the public services and improve the efficiency of public performance. Adaa has four tools to measure beneficiaries' satisfaction of government services. First: thes surveys used to conduct direct communication with beneficiaries. Second: the unannounced inspector used to collect further insights from public centers. Third: the focus groups that are used to collect detailed feedback and aspirations from beneficiaries. Fourth: the recently launched Watani application, which is an interactive platform that enables access to a larger segment of beneficiaries as well as public services. The National Center for Performance Measurement is an independent government body, founded in October 2015 after the Council of Ministers approved its establishment, based on the recommendation of the Council of Economic and Development Affairs. 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.
