As We Re-Strategize in Our Service Delivery, I Feel Honoured and Privileged to Present

As we re-strategize in our service delivery, I feel honoured and privileged to present to our customers the Kenya Embassy Service Charter.

The Charter is the Missions Blueprint which is a commitment to our clients in the countries of accreditation as we endeavor to take a paradigm shift from the usual political diplomacy to pursue the five conjoined pillars of our engagement which include economic diplomacy, peace diplomacy, cultural diplomacy, environmental diplomacy and Diaspora diplomacy.(economic, diplomacy, peace, environmental and Diaspora diplomacy)

In this regard, our mission has reoriented itself to reflect the national goals and aspirations in line with the Millennium Development Goals and as outlined in the National Vision 2030 of Kenya’s economic take off.

The Charter outlines the services offered by the Mission and is expected to guarantee transparency and accountability, promote integrity and ensure improved service delivery. Through it, we encourage a feedback from our customers to enable the Mission offer better service delivery.

We shall endeavour to render prompt and effective service with a view to meeting the expectations of our customers and strive to be visible by expanding and strengthening Kenya’s Diplomatic presence and influence within the region.

We are prepared for the enormous task before us but need to partner with each and everyone in contributing to the improvement and reflecting emerging realities and concerns as envisioned in Kenya's Foreign Policy Framework.

Otieno Joff Makowenga Maj.Gen.(Rtd)

Ambassador

Introduction

The Kenya Embassy in Cairo was established soon after independence in 1964. It was Kenya’s second foreign Mission after the one in London. The Embassy is also accredited to the Republics of Eritrea, Algeria, Tunisia and the Kingdoms of Morocco and Jordan.

The Embassy continues to engage these countries and organizations to enhance bilateral relations.

The Charter is about what our Mission does in the six countries of accreditation. It further defines the Mission’s mandate to clients in it’s endeavour to enhance awareness on the services we offer, standards and mechanisms for redress where our services fall short of client expectations and to express our commitment to the delivery of quality service in pursuit of our customer’s satisfaction. Additionally, the Service Charter provides insights on our core functions, values and commitment to continuous improvement of service delivery.

The Embassy will therefore remain focused to the:

·  Promotion of Kenya’s economic, social, scientific and cultural interests in these countries as a preferred investment and tourist destination.

·  Contribution made by Kenya personalities in the Diaspora to the country’s development through professionalism and remittances.

·  Lobby and secure jobs for Kenyans in International Organizations within the Embassy area of accreditation.

·  Secure scholarships for Kenyan students.

·  THE SERVICE CHARTER OUTLINE

v  Our mandate

v  Our vision

v  Our mission

v  Our core values

v  Our core functions

v  Our customers

v  Our services

v  Range of services

v  Our service standards

v  Obligations to our customers

v  Obligation as a service provider

v  Obligation to colleagues

v  Contact details and feedback

Our Mandate

To articulate and implement Kenya’s Foreign Policy with a view to developing and enhancing Kenya’s bilateral engagement with countries of accreditation.

Our Vision

A front runner in projecting, promoting and protecting Kenya’s image and interests in the North Africa sub-region.

Our Mission

To enhance bilateral and economic relations between Kenya and the Arab Republic of Egypt, Eritrea, Jordan, Morocco and Tunisia through effective diplomatic engagement

Our Core Values

The values that guide us in discharging our duties are:

·  Patriotism;

·  Team spirit;

·  Collective Responsibility;

·  Professionalism;

·  Discipline;

·  Dignity

·  Integrity; and,

·  Equity

·  Timeliness

Our Core Functions

·  Strengthen existing Bilateral and Multilateral Relations within the countries of our accreditation;

·  Promote Trade, Investment and Tourism

·  Activation of Joint Commissions for Cooperation with countries of accreditation;

·  Closer cooperation with International and Regional Organizations in the region;

·  Implementation of treaties, conventions and agreements between Kenya and countries of accreditation;

·  Make arrangements for State and Official visits to the countries of accreditation;

·  Provide Protocol service;

·  Source for educational opportunities for Kenyans.

·  Offer Consular services to the various stakeholders

·  Cooperating with other countries in securing International Jobs for Kenyans.

Our Customers include:

·  The people of Kenya;

·  People and Governments in the countries of accreditation;

·  All Mission in the countries of accreditation;

·  Private sector and civil society

·  International Organizations in these countries.

Our Services

The Mission provides the following services:

To the People of Kenya;

·  Information on trade, tourism and investment opportunities;

·  Facilitation of outgoing and incoming trade missions;

·  Advisory services in fields of education, employment opportunities and travel;

·  Information on Kenya’s foreign policy;

·  Provision of consular services at the mission;

·  International jobs and management of Diaspora relations;

To Missions and Governments of the Countries of Accreditations;

·  Facilitate participation in events for the promotion of trade, investment, tourism and culture;

·  Liaison and coordination services with interlocutors within the countries of accreditation ;

·  Linkage with diplomatic community in the countries of accreditation;

·  Coordinating and participating in multilateral and bilateral negotiations;

·  Coordination of relations with the Diaspora;

·  Advise host country and foreign missions on protocol issues and practices

·  Conventions and agreements which Kenya is a party to and providing information thereto;

·  Co-ordination of the preparation of Government positions in the negotiation of multilateral treaties, conventions and agreements as well as participation in diplomatic conferences,

·  Coordination and facilitation of official appointments;

·  Liaison with Kenya Government Ministries/ Departments and countries of accreditations ;

·  Dissemination of information on Kenya, with regard to it’s history, Government, trade and investment, education, culture and tourism etc;

·  Facilitation of trade missions conferences and exhibitions.

·  Facilitation of their participation in international conferences held in Kenya.

To Our internal customer;

·  General administrative services including working tools, equipment, and security;

·  Welfare services;

·  Financial and accounting services

·  Human resource management and development services and

·  Guidance on research and policy analysis.

Our Service Standards

We are committed to providing the highest standards of service to all our customers. You can expect the following from us;

Quality

We shall:

·  Treat you with respect and courtesy, maintaining confidentiality at all times;

·  Identify ourselves when we speak to you;

·  Be clear and helpful in our interactions;

·  Act with care, diligence, honesty and integrity as we prepare to respond and deal with your issues;

·  Refer enquiries we are unable to provide answers to an appropriate agency / authority; and,

·  Ensure that our website is well set out, frequently updated and user friendly.

Responsiveness

We shall Endeavour to:

·  Deal with your enquiries and complaints promptly and effectively;

·  Answer your phone calls promptly and courteously ;

·  Attend to visitors promptly upon arrival;

·  Notify you of our meetings, in good time;

·  Reply to your letters, faxes and e-mails within five(5) working days and on more complex issues a full response will be made, and notify of the cost, if any, in good time

Prompt payment for goods, services upon submission of accurate invoices and any other supporting documents in line with Government of Kenya procurement rules and regulations.

Accessibility

We shall be available:

·  For emergency concerns, from Sunday to Thursday at our communications office in the mission and Our 24 hour hotline cell phone number is +20189999197.

·  For other enquiries, from 8.30 a.m. to 3.00 p.m, from Sunday to Thursdayat 60 Canal Street, MAADI (NB. We are closed on Egyptian and Kenyan National Days and Public Holidays)

Service improvement

We aim to:

·  Provide accurate information in order to remain a world-class Mission and to further improve instruments for monitoring the quality of our services and to report the results;

·  Develop a more streamlined system of handling inquiries and feedback on our services.

·  Respond to all inquiries in the shortest time possible.(This has been addressed in the area of responsiveness)

Obligations

As customers

To ensure that continued quality service, you can assist us by:

·  Providing accurate, timely information and documentation to facilitate prompt action;

·  Upholding professionalism and integrity in your interactions with us;

·  Treating our staff courteously and with respect;

·  Giving your views and comments as a vital ingredient in helping us to monitor and improve the relevance and quality of our service to our clients. We shall consider all suggestions fully and promptly in our planning for service improvement.

·  Observing and respecting our procedures, rules and regulations.

As a service provider

In our interaction with our customers, we commit ourselves to:

·  Uphold professionalism and integrity;

·  Provide effective and efficient service;

·  Be proactive in undertaking our duties and responsibilities;

·  Provide timely and relevant information as and when required;

·  Treat both information and our customers with confidentiality;

·  Treat our customers with respect and courtesy;

·  Maintain an open door policy to those seeking our services;

·  Hire and retain staff of high caliber to promote quality foreign service;

·  Avail equal training opportunities to our internal customers;

·  Facilitate career progression within and outside the Mission;

·  Promptly and positively respond to staff needs, and,

·  Provide a conducive working environment.

To each other as colleagues

·  Teamwork and collective responsibility;

·  Honesty, transparency and accountability;

·  Courtesy and respect;

·  Respect for family values; and

·  Equity

Feedback

Complaints, Comments and Suggestions

We welcome feedback on our performance to enable us deliver quality service to our customers. If you are dissatisfied with our services, kindly feel free to register your complaints, comments or suggestions to us.

Your complaints, comments or suggestions will be given utmost importance and carefully handled by the Mission. If you are not satisfied with the response and wish to make a formal complaint, you may write to the Ambassador, Embassy of the Republic of Kenya, Cairo using the Embassy e-mail or to our Physical address, 60 Canal Street, MAADI. P.O. BOX 362, DOKKI

You may also get more information about us on the internet. We have an extensive World Wide web site - www.kenemb-cairo.com . The site links you to various Ministries of the Kenya Government, State Corporations, and the Business Community in Kenya.

Finally, this Embassy Charter is our commitment for which our performance will be evaluated.The Embassy staff in Cairo shall be glad to help where online information will be deemed to be inadequate. Call or visit our offices because we consider you important to Kenya.

OFFICIAL WORKING DAYS

From Sunday – Thursday

8.30 AM – 3.00 PM

JANUARY, 2015

KENYA EMBASSY, CAIRO

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