This study aims to understand how Hajj pilgrim services are managed at the Tegal Regency Ministry of Hajj and Umrah Office and to identify the factors that facilitate or hinder this service process. The study was conducted due to several issues regarding Hajj pilgrim services at the office. These issues include discrepancies in the registration process—such as inconsistencies between supporting documents and primary documents—and instances where elderly pilgrims lacked the necessary supporting documents for registration. Another challenge is the pilgrims' limited understanding of Hajj guidance materials, stemming from differences in age, economic status, and educational background, which makes it difficult for them to grasp the guidance provided. Consequently, staff at the Ministry of Hajj and Umrah Office are expected to provide services that are improved, streamlined, clear, and easy to understand. Furthermore, technical issues—such as unstable internet connections and frequent disruptions to the Integrated Hajj Computerized System (SISKOHAT)—slow down service delivery, leading to public perception of sluggish service. This study employs a descriptive qualitative approach, with data collected through interviews, document analysis, and observation. The results indicate that Hajj service management at the Tegal Regency Ministry of Hajj and Umrah Office involves stages such as planning, organizing, implementation, and supervision. Services provided include Hajj registration, cancellation, applications for elderly pilgrims, reunification of separated *mahram* (kinship) groups, Hajj ritual guidance (*manasik*), group allocation, and pilgrim protection services. Factors hindering service delivery are mitigated by the presence of supporting factors that facilitate services for prospective Hajj pilgrims.