Introduction: Vision 2030 and Enhancing Services for Pilgrims
has witnessed development of Hajj services remarkable leaps and radical transformations in recent years, completely reshaping the Hajj journey. From the moment pilgrims decide to perform the pilgrimage and through arrival procedures, to their departure and return home, the Kingdom's efforts are evident in its commitment to providing a globally exemplary model. This rapid and well-planned development aligns with the objectives of Saudi Vision 2030, which places serving the guests of God and facilitating their spiritual journey at the forefront of its strategic priorities.
Historical context: From individual efforts to institutional systems
Historically, Mecca has been associated with the honor of serving pilgrims, a noble humanitarian and religious mission. Experts and service providers for pilgrims have confirmed that the profession of "Tawafa," one of the oldest professions linked to the Two Holy Mosques, has evolved from its traditional, individualistic nature, based on inherited field experience, into a comprehensive operational system. This system now relies on the latest technologies, governance, digital transformation, and data management, while fully preserving its core humanitarian essence of caring for the pilgrim.
In this context, researcher and Hajj and Umrah services specialist Ahmed Saleh Halabi explains that the profession of tawaf (circumambulation of the Kaaba) is a deeply rooted historical practice. Its origins stretch back centuries, as history records that the Mamluk Sultan Qaitbay, during his Hajj in 884 AH, entrusted Judge Ibrahim ibn Zahira with the task of guiding pilgrims and reciting supplications for them. The traveler Ibn Rashid also noted in 683 AH the reception of pilgrims by the people of Mecca to teach them the rituals. The profession took on an organized form during the Ottoman era through the "reports" system, but the most significant transformation came with the unification of the Kingdom of Saudi Arabia by King Abdulaziz – may God have mercy on him – who issued a royal decree in 1343 AH to preserve and regulate the profession of tawaf. This was followed by the issuance of the "Hajj Management System" in 1345 AH, which became the first effective regulation defining the duties of tawaf guides and Zamzam water providers.
Artificial intelligence and modern technologies in service of pilgrims
is no longer The development of services for pilgrims limited to traditional logistical aspects; it has embraced the era of artificial intelligence. Experts indicate that the digital transformation has gone beyond issuing the "Nusk" card and application, extending to the use of computer vision technologies for counting pilgrims, managing crowds, and monitoring health and environmental standards in camps and accommodation sites. Smart systems are also now used to detect waste instantly and measure the weight and temperature of meals before distribution to ensure the highest quality standards.
Furthermore, smart robots have been introduced to serve beverages and conduct surveys in multiple languages, and virtual reality (VR) technology is being used to provide pilgrims with guided tours before performing the rituals. To ensure the safety and security of the pilgrims, facial recognition and GPS technologies are being used to monitor the elderly and prevent them from getting lost.
Government integration and quality initiatives to facilitate the journey
For his part, Saud bin Abdulaziz Damnhouri, an expert in the Hajj services sector, affirms that managing and directing millions of pilgrims between the holy sites requires exceptional integration among all governmental, security, and service agencies. This integration has resulted in a highly efficient process and complete safety for the pilgrims. Digital transformation has also contributed to providing comprehensive electronic services, including licensing, location guidance, and instant reporting.
In the same vein, Engineer Emad bin Sami Qari, Board Member and Head of the Information Technology Committee at the Coordinating Council for Hospitality Companies, explains that initiatives such as “Makkah Route” and “Hajj Without Luggage” represent exemplary models of operational transformation. The “Hajj Without Luggage” initiative has contributed to reducing airport processing time from 120 minutes to approximately 15 minutes. Furthermore, the Kingdom has enabled pilgrims from 126 countries to book directly through the “Nusk” platform without intermediaries, thus eliminating many previous challenges.
Local, regional and international impact
Developing services for pilgrims not only facilitates the performance of rituals but also has broad strategic dimensions. Locally, this development contributes to revitalizing the national economy, creating thousands of jobs, and improving infrastructure in Mecca and the Holy Sites. Regionally and internationally, the Kingdom solidifies its position as a leading power in managing millions of pilgrims and employing technology to serve humanity and religion, reflecting a positive and bright image of the Islamic world and its capacity for development and innovation.
In conclusion, the future of Hajj is heading towards further expansion in the use of the Internet of Things and big data analytics, to build a proactive and smart experience that ensures the comfort and safety of the pilgrim, and achieves the goals of Vision 2030 by reaching satisfaction levels exceeding 90%, thus confirming that serving the guests of God is an unparalleled honor, and a responsibility that the Kingdom performs competently with global standards.
