The National Center for Performance Measurement (Adaa) is implementing innovative approaches during this year’s Hajj season to reinforce advanced performance-measurement practices in government work, supporting development efforts and contributing to achieving targeted goals in line with global standards of excellence and institutional innovation.

Adaa is measuring 81 services provided by 18 government entities through the “Simulated Pilgrim” tool during this year’s Hajj season, aiming to assess the satisfaction of pilgrims—both domestic and international—with the quality of public services. The initiative also supports the improvement and development of government services and contributes to the issuance of real-world reports that reflect beneficiaries’ satisfaction levels.

The “Simulated Pilgrim” methodology involves a pilgrim performing all stages and steps of the Hajj journey, documenting each phase and service received. This allows Adaa to evaluate service quality comprehensively and monitor the performance of government entities, focusing on criteria such as the ease of procedures, accessibility of service centers, user-friendliness of digital systems, staff interaction, processing speed, and the quality of service outcomes. Findings are analyzed and compiled into reports for decision-makers to support continuous improvement of public services.

Adaa applies the “Simulated Pilgrim” tool across the full service journey, beginning with contracting and permits, land-travel conditions and road quality, air-transport services, airports, and trains, followed by arrival at the Holy Mosques, performing Hajj rituals, and all supporting services that ensure pilgrims’ comfort. These include transportation within the Holy Sites via public transit, healthcare, accommodation, hospitality, tourism, and logistics services, as well as crowd-management operations between the Holy Sites and the Grand Mosque, concluding with departure services by land and air. All these efforts are carried out in coordination with the government entities participating in this year’s Hajj season.