Mystery Shoppers Deployed To Elevate Services For Pilgrims At Hajj

The National Center for Performance Measurement (ADAA) is implementing a new method during this year's Hajj season to better evaluate government performance and achieve global standards of excellence. ADAA is assessing the quality of services and the satisfaction levels of both domestic and international pilgrims provided by 18 government entities through mystery shoppers.

The mystery shopper, a pilgrim performing Hajj rituals, documents their experience by rating the quality of services received and monitoring the performance of government entities. The evaluation criteria include the ease of procedures, service centres, user-friendliness of electronic systems, employee interactions, speed of execution, and quality of outputs.

The aim is to identify improvement opportunities and refine public services. The results are analysed and reported to decision-makers to take steps for enhancing public services. ADAA uses the mystery shopping method to assess services from the contracting and permit stage to land travel, road quality, air transport services, airports, and trains.

Additionally, the evaluation covers holy sites and the performance of Hajj rituals. Supporting services meant to ensure pilgrims' comfort, such as public transportation to and from holy sites, health services, accommodation, hotel, tourism and logistics services, and points of departure by land or air, are also assessed.

This comprehensive evaluation aims to improve the overall experience for pilgrims by ensuring that all aspects of their journey are considered. By focusing on various stages and services involved in Hajj, ADAA seeks to provide a seamless experience for pilgrims.

The initiative reflects ADAA's commitment to enhancing public services through continuous monitoring and feedback. The use of mystery shoppers allows for an unbiased assessment of services, providing valuable insights into areas that require attention.

Through this methodical approach, ADAA aims to elevate the standards of public services provided during Hajj. The results will guide decision-makers in implementing necessary improvements to meet the expectations of pilgrims effectively.

ADAA's efforts underscore the importance of quality service delivery in ensuring a satisfactory Hajj experience for all pilgrims. By addressing various aspects of service provision, ADAA aims to contribute significantly to the overall success of the Hajj season.

With inputs from SPA