ISLAMABAD: The Ministry of Religious Affairs and Interfaith Harmony has developed an electronic monitoring system for promptly resolving inquiries, queries, complaints related to Hujjaj during Hajj days. According to official sources on Wednesday, the system, developed by Pakistan Information Technology Board (PITB), will make Hajj management easier for the government and pilgrims alike.
The system is a comprehensive portal that comes with a variety of value-added features, all designed to cater to specific needs of the pilgrims. The first feature is a helpline accessible both online and through an Android application named ‘Pak Hajj Moavin’. It allows users to register queries, complaints and suggestions in an effective manner. An SMS service has been developed to disseminate important information. Complaints may also be registered via an on-line complaint registration portal.
The system has an in-built mechanism that transfers unresolved complaints to the next tier of management, who can then take appropriate measures. A daily situation report is generated for the information of senior management.
The system was launched for the first time in 2013. Hundreds of inquiries and complaints were registered using the forum and were addressed in a satisfactory manner. The mechanisms for monitoring and supervision Hajj operations in Pakistan and KSA shall be strengthened to review the performance of the government and HGO schemes, in accordance with contractual obligations and Saudi Taleemat.
In addition, pro forma based feedback, introduced last year, will be obtained from pilgrims of both government and private Hajj schemes at the time of their return to Pakistan.
Also present in the Hajj Monitoring System were officers and officials of the Ministry that have been designated specific tasks in order to allow them to view pending items, which again adds an element of transparency to the process. The Hajj Monitoring System will also help with oversight over private Hajj operators.
