JEDDAH: With millions of pilgrims expected, Saudi Arabia is mobilizing a sophisticated, tech-driven operation for Hajj this year, leveraging one of the world’s most complex logistical efforts.

At the center is the Ministry of Hajj and Umrah, leading a nationwide push to upgrade digital infrastructure, streamline crowd management, and enforce permit regulations, all shaped by lessons from previous Hajj seasons.

Dr. Ghassan Alnwaimi, ministry spokesperson, told Arab News that digital transformation remains at the heart of this strategy.

“Crowd management has been strengthened through collaboration with security forces, AI-powered monitoring at the Smart Makkah Operations Center, and updated visa gate protocols,” Alnwaimi added.

“The success of Hajj is not the result of a single entity, but a coordinated, government-wide effort,” Alnwaimi emphasized. “Various ministries and agencies work together across all stages to ensure a seamless experience for pilgrims.”

These government entities include the Ministry of Interior, Ministry of Health, Security Forces, Saudi Red Crescent Authority, Saudi Food and Drug Authority, and Saudi Data and Artificial Intelligence Authority.

A valid Hajj permit remains key to access and services. The “No Permit, No Hajj” campaign ensures that every pilgrim is registered, monitored, and fully supported throughout their journey.

Saudi Arabia also remains committed to an inclusive Hajj experience, serving pilgrims of all backgrounds through a multilingual outreach and tailored support. Over 300 awareness tools, including guides and instructional videos, cover health, rituals, safety, and logistics for global audiences.

On the ground, more than 167,000 trained personnel are deployed across 10 countries, offering support in 14 languages.

Health kits and educational materials, developed with the Ministry of Health, are available in at least eight languages, including Arabic, English, French, Urdu, Persian, Indonesian, Malay, and Turkish.

These efforts align with the goals of Saudi Vision 2030 to make Hajj more inclusive and accessible to Muslims worldwide.

The enhanced Nusuk ecosystem and its upgraded Nusuk Card now integrate mobility, security, and entry and exit procedures to ensure a smooth and safe pilgrimage.

“For the 2025 season, more than 1.4 million smart cards have been issued,” said Alnwaimi. “Each card is linked to the Nusuk app, which now offers over 160 digital services.”

The Nusuk Card has become a central element of the digital Hajj ecosystem, enhancing safety, accessibility, and operational efficiency.

The ministry has also implemented a multi-layered monitoring system to ensure the quality of services provided to registered pilgrims.

Operational contracts are formalized in advance through the Nusuk digital platform. During the Hajj season, more than 3,400 field inspections have been conducted to check compliance in areas such as accommodation, transport, catering, and general services.

“Digital tools are central to real-time oversight,” Alnwaimi explained. “The Nusuk Card and app support health and safety monitoring, while 24/7 support is available through Nusuk Care Centers and the Pilgrims’ Care Center hotline (1966), which handles inquiries and complaints.”

These smart cards also grant access to the holy sites, including the Grand Mosque, and securely store key personal data like health records and accommodation details. For elderly and vulnerable pilgrims, they link to wearable devices that transmit real-time data to medical teams, enabling swift emergency response.

The app integrates features like real-time crowd alerts, smart navigation, health data sharing, and multilingual artificial intelligence-powered translation. It offers more than 150 religious FAQs, 160 prayers and supplications, 250 educational resources, and over 200 personalized alerts throughout the pilgrimage.

“The app offers real-time maps with over 20,000 key locations across the holy sites,” added Alnwaimi. “(Nusuk app) reflects how faith and technology are coming together to enhance both the spiritual and logistical aspects of Hajj.”

One of the ministry’s standout initiatives is the Makkah Route program, which simplifies visa, health, and customs procedures for around 249,000 pilgrims before they even depart their home countries.

Through this program, pilgrims complete all required steps, including electronic visa issuance, biometric registration, and health verification at designated airports abroad. Their luggage is coded and sorted according to their transportation and accommodation details in Saudi Arabia.

Upon arrival, pilgrims are taken directly to their accommodations in Makkah or Madinah, while partner agencies handle luggage delivery.

Currently, the Makkah Route operates in eight countries: Indonesia, Malaysia, Pakistan, Bangladesh, Turkiye, Morocco, Cote d’Ivoire, and the Maldives.

The Ministry of Hajj and Umrah adopts a data-driven approach to tracking pilgrim satisfaction in line with Saudi Vision 2030 goals.

“After Hajj, feedback is collected through direct testimonials, structured surveys, and digital platforms, providing valuable insights into each pilgrim’s experience,” Alnwaimi said. “We are pleased to share that the satisfaction rate has steadily increased from 74 percent in 2022 to 78 percent in 2023, and now to 81 percent in 2024.”