Service Charter

MANDATE

To implement Kenya’s Foreign Policy in United States of America, Mexico and Colombia as derived from the Ministry of Foreign Affairs of the Republic of Kenya.

MISSION

To protect and promote Kenya’s political, economic and social interests in the USA, Mexico and Colombia

VISION

To be a model Mission for Kenyan Missions Abroad, as well as other foreign Missions.

CORE VALUES

The following values will guide us in the performance of our duties:

- Patriotism;
- Team Spirit.;
- Collective responsibility;
- Professionalism;
- Transparency;
- Integrity;
- Creativity and Innovativeness; and
- Equity.

CORE FUNCTIONS

Generally, the Mission’s core function is to promote Kenya’s foreign policy in United States, Mexico and Colombia. Specifically, the Mission will;

- Ably represent Kenya at various national/international functions to promote project and protect Kenya’s interests in United States, Mexico and Colombia;
- Generate and sustain goodwill through facilitation of interactions between Kenya and the United States, Mexico and Colombia;
- Maintain and enhance bilateral co-operation with the countries of accreditation in tourism, education, culture, trade and investment;
- Promote and further develop military and security co-operation;
- Initiate, articulate, negotiate and sign relevant agreements/Memoranda of Understanding in consultation with Ministry of Foreign Affairs;
- Provision of consular services;
- Provision of protocol services;
- Maintain and enhance multilateral co-operation with International institutions;
- Monitor political, economic and social development in the countries of accreditation; and,
- Facilitate participation of Kenyans in Diaspora in political, economic and social development of Kenya.

OUR SERVICES

To Kenyans
- Facilitation and provision of information on trade and investment opportunities in USA, Mexico and Colombia;
- Facilitation of trade and investment missions to and from Kenya;
- Provision of consular services;
- Provision of advisory services in education and support of Kenyan students in countries of accreditation; and,
- Authentication/notarization of legal documents;

To the Governments of USA, Mexico and Colombia
- Close liaison and cooperation on bilateral and multilateral issues related to World Bank and IMF;
- Provision of relevant information on Kenya especially in regard to foreign policy, trade, investment, tourism, history, education, culture, among others;
- Facilitation of participation in international conferences;
- Coordination and participation in negotiations of bilateral agreements, Memoranda of Understanding;
- Co-ordination and facilitation of official appointments with Kenyan dignitaries;
- Facilitation of official visits to Kenya; and
- Provision of consular services.

To Foreign Diplomatic Missions in Washington
- Provision of consular services;
- Provision of relevant information on Kenya;
- Coordination between Kenya and the diplomatic corps in Washington; and
- Liaison on various areas of interest.

To the Private Sector/Civil Society/Citizens of USA, Mexico and Colombia
- Dissemination of information on Kenya, for example, trade, investment, tourism, history, education, culture, among others;
- Provision of consular services; and
- Authentication/certification of legal documents.

OUR SERVICE STANDARDS

The Mission guarantees the provision of efficient, effective, and ethical services to all its clients. You can expect the following from us:

Quality
We will:
- Identify ourselves when we speak to you;
- Be clear, concise and helpful in our interactions;
- Treat you with respect and courtesy;
- Maintain confidentiality when required to do so;
- Refer enquiries we cannot answer to an appropriate agency/authority;
- Maintain a user friendly and frequently updated website;

Responsiveness
We will:
- Deal with your enquiries and complaints effectively and efficiently;
- Answer your phone calls promptly;
- Attend to visitors promptly;
- Reply to your letters, faxes and emails within two working days and on  more complex issues, our initial reply will give you an estimate of the time a full response will take, and the cost, if any;
- Prompt payment for goods, services and works upon submission of accurate invoices and any other supporting documents in line with the official procurement regulations.

Accessibility
We will be available:
- From 9.00 a.m. to 5.00 p.m. Monday to Friday – with a lunch break of one hour between 1.00 p.m. to 2.00 p.m. (9.00 a.m. – 4.00 p.m. during winter time, with no lunch break). Consular services will be provided from 9.30 a.m. to 1.00 p.m.
- The Mission remains closed on Kenyan and U.S.A. national holidays.
- We maintain a 24 hour; seven days a week emergency line.

Customer Obligations
To ensure that you receive quality service, you can assist us by:
- Providing accurate and timely information as well as documentation for prompt action;
- Getting official receipts for all financial transactions;
- Upholding professionalism and integrity in your interactions with us;
- Being courteous and respectful to our staff;
- Giving your observations and comments to help us monitor and improve the relevance and quality of our services;
- Observing and respecting our procedures, rules and regulations.

 

FEEDBACK

All observations should be addressed to:

The Ambassador
Embassy of the Republic of Kenya
2249 R. Street, N.W.
Washington, D.C. 20008

Telephone    :          202 387 6101
Fax              :         202 462 3829
Website       :         www.kenyaembassy.com
Email           :         information@kenyaembassy.com