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Service Charter
FOREWARD
It is a great pleasure and honour to present this Mission Service Charter as an essential social contract between the Kenya Embassy in Abu Dhabi, United Arab Emirates and all the stakeholders, clients and partners with a view of meeting their needs and expectations by offering quality services.

This Service Charter sets the standards for provision of all the Mission services. It clearly specifies the quality of services our stakeholders should expect, time frame, mission obligation to stakeholders, clients obligations and the procedures for seeking redress in situations where the mission service do not satisfy the clients expectations.

The Service Charter was developed to enable the Embassy meet its target in the delivery of the Kenya Vision 2030 and is based on the Ministry’s current Strategic Plan, the Service Charter and Foreign Policy Document. It is aimed at facilitating the Mission’s contribution to the achievement of Kenya’s Foreign Policy objectives particularly in respect to the United Arab Emirates.

It is envisaged that this Service Charter will serve as a guide to our customers on the services we provide and the standards expected of us as well as a gauge to measure our performance from the customers point of view.

The Embassy acknowledges the important role feedback plays in achieving our mandate of providing quality service to our esteemed customers. We do therefore encourage our customers, clients and stakeholders to provide feedback on the quality, effectiveness and efficiency of our services to enable us improve service delivery.

Mohammed Gello
AMBASSADOR

TABLE OF CONTENTS
  1. Foreword.........................................................................
  2. Table of Contents.............................................................
  3. Introduction......................................................................
  4. Purpose of the charter.......................................................
  5. Our mandate....................................................................
  6. Vision statement................................................................
  7. Mission Statement..............................................................
  8. Our Core Values.................................................................
  9. Our Core Functions.............................................................
  10. Our Core Customers...........................................................
  11. Our Services.......................................................................
  12. Our Service Standards.........................................................
  13. Mission Accessibility............................................................
  14. Service Improvement...........................................................
  15. Obligations.........................................................................
  16. Feedback...........................................................................
  17. Our Address.......................................................................
  18. Review of the Cahrter...........................................................


INTRODUCTION
The Embassy of the Republic of Kenya in Abu Dhabi was established in year 1982 in order to strengthen Kenya’s diplomatic presence in the oil rich Middle East Region. Since its inception it has continuously articulated Kenya’s Foreign Policy in the United Arab Emirates, promoted, projected and protected the country’s image in pursuit of the National Interests.

Due to the paradigm shift in Kenya’s Foreign Policy Orientation, the Mission has realigned its activities to conform to the changes and its strategies are inclined towards four interlinked pillars of Economic Diplomacy, Peace Diplomacy, Environmental Diplomacy, and the Diaspora Diplomacy. The mission will also refocus its energies on Economic Diplomacy in areas of priority that aim at enhancing bilateral relations between Kenya and the United Arab Emirates.

PURPOSE OF THE CHARTER
The service charter clearly defines the Mission mandate to its clients, with the aim of creating awareness on the services the Mission offers, its standards and the mechanisms for redress where there are complaints.

OUR MANDATER
To articulate and implement Kenya’s Foreign Policy in the United Arab Emirates and oversee all aspects of strengthening ties between Kenya and United Arab Emirates.

OUR VISION
A Prosperous, Peaceful, Democratic United Kenya and which contributes to a just and equitable world.

OUR MISSION
To advance Kenya’s Foreign Policy and the attainment of Vision 2030 through effective diplomatic engagement.

CORE VALUES
  • Patriotism
  • Team spirit
  • Professionalism
  • Discipline
  • Equity
  • Collective responsibility
  • Integrity
  • Fairness
  • Dignity
  • Innovation
  • Loyalty

CORE FUNCTIONS
  • Promotion and advancement of bilateral and multilateral co-operation between Kenya and United Arab Emirates
  • Coordinating and participating in the International Renewable Energy Agency (IRENA) activities.
  • Enhancing and maintaining cordial relations with the United Arab Emirates.
  • Facilitating and participating in trade fairs and exhibitions.
  • Provision of consular services
  • Coordinating the Kenya Diaspora in United Arab Emirates.
  • Coordination of State and official visits to UAE.
  • Effective marketing of Kenya as a conducive Investment and Tourists destination.

OUR CUSTOMERS
  • Ministry of Foreign Affairs of Kenya.
  • The Government of Kenya.
  • The Government of United Arab Emirates.
  • Private sector and civil society.
  • International Renewable Energy Agency.(IRENA)
  • Foreign Investors
  • Foreign Missions accredited to UAE.
  • Kenyan Diaspora.
  • Mission Staff
  • Our suppliers

OUR SERVICES
We provide the following services.
  • To the Government of Kenya.
    • Interface on its behalf with the Government of UAE.
    • Coordinate and facilitate all Government to Government functions
    • Provision of information on areas of possible cooperation between Kenya and UAE.
    • Protocol services
  • To the people of Kenya
    • Consular and immigration services
    • Provision of information on trade and investment opportunities in the UAE.
    • Mediation and arbitration of disputes involving Kenyans.
  • To the Government of United Arab Emirates.
    • Disseminating information on Kenya’s Foreign Policy, Trade, Tourism and Investment opportunities
    • Facilitating and coordinating of Joint Commission for Cooperation.
    • Negotiation and conclusion of agreements.
    • Coordinating and facilitating official appointments.
    • Provision of immigration services
  • To Foreign and Private Investors
    • Facilitating and establishing business and trade linkages with the Kenya business community.
    • Provision of information on trade and investment opportunities in Kenya.
    • Organizing trade fairs and exhibitions.
    • Facilitating of trade missions and excursions.
  • To our Internal Customers.
    • Provision of conducive working environment.
    • General Administrative service including working tools and equipment.
    • Welfare services
    • Guidance and counseling services.
    • Financial and accounting services
    • Immigration and consular services
    • Human Resources Management and Development Services.

OUR SERVICE STANDARDS
We are committed to providing the highest standards of services to all our stakeholders. Expect the following:
Quality
We shall
  • Treat you with respect and courtesy.
  • Maintain confidentiality where required.
  • 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 inquires we cannot answer to appropriate authority.
  • Specify the extend of assistance we can offer and cost if any.
  • Maintain a website that is well set out, frequently updated and user friendly.

Responsiveness
We will endeavour to;
  • Deal with inquiries and complaints quickly and effectively
  • Promptly answer phone calls.
  • Attend to visitors promptly upon arrival.
  • Process visa applications within the shortest time possible.
  • Liasing with the immigration department in Nairobi to process passports and referral visas at the shortest time possible.
  • Reply to letters, faxes and emails within five working days and on a more complex issue initial reply will give you an estimate of time a full response will take and cost if any.
  • Make prompt payment of goods and services delivered upon submission of accurate invoices and any other supporting document in line with the Government procurement rules and regulations.

MISSION ACCESSIBILITY
We are available for;
  • Emergency concerns 24 hours a day and can be reached on our mobile phones where necessary
  • Other inquires: Sunday-Thursday 8.30am -3.00pm
  • Visa application and collection: Sunday-Thursday 8.30am-1.00pm
Note: We are closed on Friday and Saturday and on Public Holidays

SERVICE IMPROVEMENT
As a Mission we aim to:
  • Ensure the accuracy and quality of our service remains of International Standards through continuous incorporation of relevant emerging issues in the Mission Charter.
  • Improve procedures for monitoring the quality of our services and reporting the results
  • Upgrade our service delivery in line with the new technology and changing needs of our clients.
  • Embrace the concept of staff multi tasking.
  • Provide an effective system of handling inquiries and feedback on our services.

OBLIGATIONS
To our clients:
In interacting with our customers, we are committed to;
  • Uphold professionalism and integrity.
  • Provide effective and efficient services.
  • Proactive in taking our duties and responsibilities.
  • Providing timely and relevant information as when required.
  • Treating both information and our customers with confidentiality.
  • Treating our customers with respect and courtesy.
  • Respect the host government laws, rules and regulations.
  • Respond to staff needs promptly.
  • Recommending to the Ministry Headquarters career progression of mission staff.
  • Availing equal training and career opportunities to our internal customers.
  • Creating a conducive working environment.

From our clients:
In order to receive quality service, you can assist us by;
  • Providing accurate, timely information and documentation to facilitate prompt action.
  • Uphold professionalism and integrity in your interaction with us
  • Treating mission staff with respect and courtesy.
  • Observing and respecting the host country rules and regulations.
  • Observing and respecting our rules, procedures and regulations.

To each other as colleagues
  • Teamwork and collective responsibility.
  • To uphold professionalism
  • Honesty, transparency and accountability.
  • Courtesy and respect
  • Respect for family values
  • Equity and fairness.

FEEDBACK
Complaints, comments and suggestions.
The mission wholeheartedly welcomes feedback on our performance from stakeholders to enable us deliver quality services to our customers.
Your complaints, comments, suggestions or constructive criticism will be handled by the head of the relevant department at the Mission. If you are dissatisfied with the response do not hesitate to make a formal complaint to H.E the Ambassador, Kenya Embassy, Abu Dhabi.

OUR ADDRESS
Embassy of the Republic of Kenya
P.O Box 3854
Abu Dhabi

UNITED ARAB EMIRATES
Telephone (02) 6666300
Fax (02) 6652827
Email kenyarep@emirates.net.ae
Web www.kenyaembassy-uae-org

REVIEW OF THE CHARTER
The charter will be reviewed periodically to ensure that it is in conformity with the new emerging developments in the diplomatic service which we operate and to accommodate any lessons learnt from the implementation of the current one.