Efforts of the 911 Security Operations Center in Makkah to serve the pilgrims
An integrated security system that aligns with the Kingdom's vision
The establishment of the Unified Security Operations Centers (911) is part of the Ministry of Interior's initiatives aimed at achieving the goals of "Saudi Vision 2030" by building a modern and integrated security system. Instead of multiple emergency numbers for the police, civil defense, and ambulance, they have been unified under a single number (911) to facilitate and expedite the reporting and response process. This transformation represents a qualitative leap in emergency and crisis management, especially during the Hajj season, which requires the highest levels of coordination and preparedness to ensure the safety and security of millions of people in a limited geographical area.
Efforts of the 911 Security Operations Center in serving pilgrims
During this year's Hajj season, the center's tasks extended beyond receiving traditional reports to include additional responsibilities directly serving the pilgrims. The center received a total of 465,822 calls during the season, all of which were handled with high efficiency and a record response time of less than two seconds. The majority of these calls concerned service-related and humanitarian inquiries, as well as traffic guidance, reflecting the pilgrims' trust in the center as a reliable source of assistance and information.
The monitoring was not limited to incoming calls; it extended to proactive surveillance via a state-of-the-art CCTV monitoring room. Through this technology, the team was able to identify 755 security and humanitarian incidents in the Grand Mosque, the Holy Sites, and the central area, and these were immediately relayed to the relevant authorities in the field for immediate action, without the need to wait for a phone call. This helped prevent the escalation of many emergencies.
Field participation and crowd management
This year marked the first participation of the National Center for Security Operations within the Hajj security forces, with its personnel contributing to crowd management and organization on the ground at several locations in the holy sites. This field role, alongside its technical and operational roles, enhances integration among the various security and service sectors involved in Hajj, ensuring the smooth flow and safety of pilgrims as they perform their rituals.
The center’s efforts continue even after the Hajj rituals have ended, as it continues to provide its services to the pilgrims heading to Madinah to visit the Prophet’s Mosque, emphasizing the continuity of care and service provided by the Kingdom to visitors of the Two Holy Mosques until their safe departure.
