The Ministry of Religious Affairs and Interfaith Harmony has developed an electronic monitoring system for promptly resolving the inquiries, queries, complaints of Hujjaj during Hajj days. According to official sources, the system, developed by Pakistan Information Technology Board (PITB) will make Hajj management easier for government as well as pilgrims.
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 and which is accessible, both online and through an Android application named 'Pak Hajj Moavin' and allows users to register queries, complaints and suggestions in an effective manner.
The pilgrims would be able to register their complaints regarding any difficulties while the staff deputed in the holy land and as well in Pakistan would try to address grievances.
Mobile SMS service has been dedicated for dissemination of information. The complaints could also be registered on-line complaint registration portal.
The system has an in-built mechanism of transferring the un-resolved complaint to the next tier of management for taking appropriate measures. A daily situation report is generated for the information of senior management.
The system was launched for the first time in Hajj 2013. Hundreds of inquiries/complaints were registered through this system and were successfully addressed/resolved to the satisfaction of the complainants.
The monitoring and supervision mechanism for Hajj operation in Pakistan and KSA shall be strengthened to check/review the performance of Government and HGOs Schemes, in accordance with the contractual obligations and Saudi Taleemat.
In addition, proforma 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 the 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.
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