In a move reflecting the rapid technological advancements in serving pilgrims to the Two Holy Mosques, the General Authority for the Care of the Grand Mosque and the Prophet's Mosque has provided a comprehensive suite of digital services. These services aim to facilitate the pilgrims' journey and enable them to perform their rituals with ease and convenience. This initiative empowers beneficiaries to access all services of the Two Holy Mosques through smart and user-friendly platforms.
Linguistic diversity for global service
The authority explained that the new digital system includes more than 40 diverse services, carefully translated into seven major international languages to ensure information reaches the widest possible audience of visitors and pilgrims. These languages include Arabic, English, Urdu, Chinese, Turkish, French, and Malay. This linguistic diversity is a cornerstone of the authority's strategy to break down language barriers and communicate effectively with visitors from various nationalities and cultures.
Access mechanism and services provided
Visitors can easily access these services through multiple channels, most notably the dedicated WhatsApp number or the Haramain Chat available on the Haramain e-portal. The user's journey begins by selecting their preferred language, after which a categorized list appears, including:
- Hajj services: Guidelines for performing Umrah and prayer.
- Digital services: Technical support and access to platforms.
- Enrichment services: Historical and cultural information about the Two Holy Mosques.
- Community and health services: These include health guidelines and locations of medical centers.
The context of digital transformation and Vision 2030
This step aligns with the goals of the Kingdom's Vision 2030, specifically within the Guests of God Service Program, which aims to bring about a qualitative shift in the Hajj and Umrah experience. Whereas in past decades services relied entirely on direct human effort and traditional signage, the Two Holy Mosques are now undergoing a smart transformation based on data and artificial intelligence to manage crowds and meet needs in real time.
Expected impact and reporting mechanism
The platform not only provides information but also offers direct interaction through its "Inquiries" service, connecting users with a dedicated customer service team fluent in seven languages to ensure immediate responses. The service also allows visitors to submit reports and feedback on any service, with the added benefit of tracking the status of their reports until they are fully processed and closed. This enhances the quality and transparency of services provided in the holiest of places.
