A detailed operational system designed to track, manage and respond to the welfare needs of Nigerian pilgrims during the Hajj exercise has been unveiled by Mashariq Al Dhahabia, the Saudi-based service provider engaged by the National Hajj Commission of Nigeria.
The purpose of the visit, according to officials, was to assess the readiness of the service provider to promptly respond to any issues arising from service disruptions, where necessary.
Inside the operational control room, every detail of pilgrim movement is digitally captured, including the exact number of visaed pilgrims per state, arrivals recorded, and those yet to arrive. The system also tracks pilgrims’ locations in real time, including their assigned destinations and current accommodation points.
The platform further displays precise travel schedules, including dates and times of departure from Madinah and arrival in Makkah, alongside hotel allocations, Tasreeh numbers, hotel capacities, and designated lodge managers.
It also contains records of Nusuk cards issued to each state, including timelines of distribution to pilgrims.
On handling missing Nusuk cards, officials explained a rapid-response process: once a case is reported, the control office immediately notifies the relevant service centre and issues a form to capture details of the missing card, subject to approval.
A dedicated Nusuk office within the Mashariq facility processes such complaints on the spot. Once approved, a replacement card is printed immediately and delivered through the pilgrims’ centre for onward distribution, ensuring swift resolution through live coordination.
Mashariq is said to operate with an estimated workforce of about 10,000 personnel, with more than 500 assigned specifically to support Nigerian pilgrims.
A live digital dashboard displays a map of Nigeria, showing each state and corresponding pilgrim figures. Beneath it is an operational organogram outlining the roles of officers and their assigned service centres.
For complaints and feedback, a structured channel is displayed at the entrance of the Mashariq office, allowing pilgrims and stakeholders to submit observations directly to management for immediate attention.
The Hajj Reporters team in Makkah observed the system during a visit to the operational headquarters of the service provider approved to support Nigerian pilgrims. The team was conducted round the facility by the Assistant Director of Field Operations, Mashariq Al Dhahabia, Engr. Rakan Mohammed Tunker.
