Riyadh: The National Center for Performance Measurement (ADAA) is implementing the "Simulated Pilgrim" methodology as a field experiment aimed at measuring the performance of government entities during the Hajj season. The initiative is part of ongoing efforts to improve the quality of services provided to the pilgrims.
According to Saudi Press Agency, the methodology is carried out by fully engaging a pilgrim in the Hajj journey, without revealing their role as an evaluator. This allows them to experience all details like any other pilgrim, from the moment they apply for permits, through all stages of transportation, accommodation, and care, up to departing the holy sites after performing the rituals.
The mission of the "Simulated Pilgrim" includes objectively evaluating all elements of the experience: the quality of services provided, the courtesy of interactions, the efficiency of digital systems, and the level of coordination among different entities. The experience is carefully documented to serve as an effective tool to support service development and take advantage of improvement opportunities that enhance performance efficiency.
The methodology is an extension of the ADAA's role in institutionalizing a culture of continuous evaluation and improvement and utilizing field measurement tools to serve the pilgrims. This is in implementation of the directives of the Saudi leadership, which places the service of pilgrims and visitors at the forefront of its priorities.