1. Introduction
The Embassy of the Republic of Kenya in Ireland was established in August 2007. The decision to open a diplomatic Mission arose from the recognition of the long standing friendly bilateral relations between Kenya and Ireland. Ireland has since Kenya’s independence in 1963, played a significant role in improving the welfare of the Kenyan people.
The main objective of opening the Kenya Embassy in Ireland was to strengthen and diversify the existing relations between the governments and the people of the two countries in various areas of mutual interests including trade and investment, education, tourism and transfer of technology. The Mission was also expected to advance the government’s renewed efforts to accord consular services to Kenyans in the Diaspora and strengthen their role in national development. The opening of the Embassy also reflects on the new approach in Kenya’s foreign policy, which gives emphasis to Kenya’s economic interests in its diplomatic engagement with other countries.
2. Purpose of the Charter
This Service Charter aims at providing an overview of the activities of the Embassy in Ireland as follows:
- Highlights the services provided by the mission to its clients/customers;
- Sets out the standards of service to which the Mission is committed to achieve;
- Guides service delivery to its clients with the aim of ensuring continuous improvement. This entails a strong commitment to measure and evaluate our performance based on the standards set in the Charter;
- Underscores our commitment to provide services in a timely, effective and professional manner;
- Provides a basis for quality assessment of the Mission’s service delivery in line with the new service standards set under the Ministry’s performance contract;
- In publishing this Service Charter we assert our commitment to continuously improve our service delivery to fully address the concerns of our clients.
3. Our Mandate
To articulate and implement Kenya’s Foreign Policy and International Trade strategy in accordance with the Constitution of Kenya for the purpose of protecting and promoting Kenya’s interests in Ireland.
4. Our Vision
A model Embassy of Excellence, fit for purpose to optimize on returns for Kenya.
5. Our Mission
To pursue Kenya’s national interests in Ireland through effective diplomatic representation.
6. Our Core Values
The Mission will be guided by the following core values:
- Patriotism: We shall exercise loyalty and uphold allegiance to the Republic of Kenya at all times
- Customer Focus: We shall treat our stakeholders with courtesy respect and promptness
- Professionalism: We shall exercise high level of professional competence and confidentiality in all our work
- Equity and Fairness: We shall promote justice impartiality and diversity in all our dealings
- Team Spirit: We shall promote teamwork to enhance service delivery and inculcate shared and collective responsibility in executing our mandate
- Ethics and Integrity: We shall embrace transparency and accountability in all operations of the Mission
7. Our Core Functions
The Mission’s core functions include:
- Implementation of Kenya’s Foreign Policy;
- Diplomatic representation of Kenya in Ireland;
- Strengthen the existing cordial bilateral relations between Kenya and Ireland;
- Promotion of Kenya’s political, economic and trade interests in Ireland;
- Promotion of Kenya as a premium tourist and conference destination;
- Promotion of Kenya as a viable trade and investment destination;
- Strengthen the role of Kenyan Diaspora in Ireland in Kenya’s national development;
- Provision of consular services;
- Provision of protocol services.
8. Our Customers
Our customers include:
- Government and the people of Ireland;
- The Ministry of Foreign Affairs and International Trade, other Government Ministries, Departments and Agencies (MDAs) of the Republic of Kenya;
- Private sector, business community, investors, Non-Governmental Organisation and other institutions in Ireland;
- Resident missions and the diplomatic community in Ireland;
- Tourists travelling to Kenya;
- Kenyans in Diaspora;
- Staff of the Mission;
- Kenyan students in Ireland.
9. Our Services
We provide the following services:
A. To the Government and people of Ireland
- Coordination and participation in bilateral engagements
- Liaison services with the relevant government departments and institutions
- Information on Kenya’s Foreign Policy
- Information on tourism and investment opportunities
- Facilitation of Irish officials attending international conferences in Kenya by issuing travel documents and visas
- Protocol services
B. To the Ministry of Foreign Affairs and International Trade, other Government Ministries, Departments and Agencies (MDAs) of the Republic of Kenya
- Provision of information on areas of possible cooperation between Kenya and Ireland
- Liaison services between Kenyan MDAs and other Institutions in Ireland
- Participation in bilateral negotiations
- Liaising and coordination of services and other activities on behalf of MDAs with the Government and the people of Ireland
- Facilitation of trade and investment missions
- Facilitation of participation in events for the promotion of trade, investment and tourism
- Facilitation of official travel by Kenyan officials to Ireland
- Provision of information on appropriate protocol procedures and practices, and other relevant areas in Ireland
- Provision of protocol services
C. To the private sector, business community, investors, Non-Governmental Organisations and institutions in Ireland
- Dissemination of information on trade and investment opportunities in Kenya
- Facilitation of participation in trade and investment promotion events
- Facilitation of participation in bilateral negotiations/meetings between Kenya and the Irish business community and the private sector
- Facilitation of the ratification of bilateral agreements/MOUs between Kenyan and Irish institutions
- Facilitation of trade and investment missions to Kenya
- Facilitation of business trips to Kenya
- Dissemination of information on relevant requirements to invest in, and export to Kenya
- Provide links with competent and relevant authorities as required
- Facilitation of participation in trade fairs and exhibitions
- Support and facilitate inward and outward visits by delegations
- Issuance of travel documents and visas
D. To resident missions and the diplomatic community in Ireland
- Facilitation of official travel to Kenya
- Dissemination of information and advice on/about Kenya
- Facilitation of participation in international conferences and other meetings/events in Kenya
- Issuance of travel documents and visas
E. To tourists travelling to Kenya
- Dissemination of information about tourism in Kenya
- Dissemination of information on tourist destinations in Kenya
- Facilitation of participation in tourism promotion events/activities
- Provision of information on the situation in Kenya
- Dissemination of information on tourism and investment opportunities in Kenya
- Issuance of visas
F. To Kenyans in Diaspora
- Provision of consular services and other assistance
- Facilitation of the authentication of documents
- Registration of the Kenyan Diaspora with the Embassy
- Update and provision of information on government policies regarding the Diaspora
- Provision of information and coordination of trade and investment opportunities in Kenya
- Issuance of travel documents and visas
G. To Staff of the Mission
- Provision of general administrative services, including working tools, equipment and security
- Provision of financial and accounting services
- Provision of welfare services
- Provision of consular services
H. To Kenyan students in Ireland
- Provision of advisory services in the field of education
- Provision of consular services
10. Our Service Standards
We are committed to providing the highest standards of service to all our customers and clients. Our customers and clients can expect the following from us:
Quality
We shall:
- Treat you with respect and courtesy while maintaining 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 enquiries we cannot answer to an appropriate agency/authority; and
- Ensure that our Web Site is well set out, frequently updated and user friendly.
Responsiveness
We shall endeavor to:
- Deal with your enquiries and complaints quickly and effectively;
- Answer your phone calls promptly;
- Attend to visitors promptly upon arrival;
- Notify you of our meetings, at least two (2) days in advance;
- Reply to your letters, faxes and e-mails within five (5) 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 payments for goods, services and works upon submission of accurate invoices and any other supporting documents in line with Government procurement rule and regulations.
Accessibility
We shall be:
- Available at the Embassy office Monday to Friday during official working hours from 9.00 am to 5.00 pm with a one (1) hour lunch break between 1.00 pm to 2.00 pm;
- Closed on Saturdays and Sundays and during Kenyan and Irish public holidays.
Visa and Consular Section
- The Visa and consular section is open Monday to Friday from 10.00 am to 4.00 pm with a one (1) hour lunch break from 1.00 pm to 2.00 pm
- The section is open for consultation by phone or email Monday to Friday during official working hours from 9.00 pm to 5.00 pm with a one (1) hour lunch break from 1.00 pm to 2.00 pm
- Visas applied for will be ready within two (2) days of application
- Visa forms are available online from the Embassy’s website: www.kenyaembassyireland.net or at the Embassy office
Service improvements
We aim to:
- Ensure that the accuracy and quality of our services remain world-class by continuously incorporating relevant developments in the foreign service;
- Further improve procedures for monitoring the quality of our services and reporting the results;
- Upgrade the ways in which we deliver our services in line with increasing improvements in technology and the changing needs of our customers and clients;
- Develop a more streamlined system of handling enquiries and feedback on our services.
11. Obligations
As Customers
To ensure that you receive quality, you can assist us by:
- Providing accurate, timely information and documentation to facilitate prompt action;
- Upholding professionalism and integrity in your interaction with us;
- 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 customers. We shall consider all suggestions fully and promptly in our planning for service improvement and, whenever possible, we shall respond immediately;
- Giving your views in random surveys of how you perceive our services and what additional services you need; and
- Observing and respecting our procedures, rules and regulations.
As service provider
In our interaction with our customers, we commit:
- 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 all in need of our services;
- Hire and retain staff of high caliber to promote a quality foreign service;
- Promptly and positively respond to staff needs;
- Provide a conducive working environment.
To each other as colleagues
- Teamwork and collective responsibility;
- Honesty, transparency and accountability;
- Courtesy for family values; and
- Equality.
12. Feedback
Comments, Suggestions and Complaints
We welcome feedback on our performance to enable us deliver quality service to our customers and clients. If you have any comment whether a compliment for good services offered, positive or negative action kindly forward your comments, suggestion or complaints to us.
Your complaints, comments or suggestions should be submitted in the following manner:
- At the first instance to officer in charge of the matter;
- If dissatisfied with the response, a formal complaint should be made to the Head of Chancery;
- In case you are dissatisfied with the decision of the Head of Chancery and you have information or evidence that may have not been considered in the decision made, you may make and appeal to the Ambassador.
Note: A Feedback Form is available to all our customers at our reception for comments, suggestions and complaints.
For external redress mechanism on grievances or complaints, you may contact:
Commission for Administrative Justice
West End Towers, 2nd Floor, Waiyaki Way Westlands
P. o. Box 20414-00200, Nairobi
Telephone Number: +254-20-2270000
Email: info@ombudsman.go.ke
complain@ombudsman.go.ke
Toll Free Number: +254-800-221349
SMS Short-Code Number: 15700
13. Review of the Charter 8
The Charter will be reviewed as the need arises in order to ensure that it is in tandem with new developments and as a regular measure and evaluation of our performance in service delivery.
Our Contact:
Embassy of the Republic of Kenya
11 Elgin Road Ballsbridge
Dublin 4
IRELAND
Tel: +353 1 61 36 380
Fax: +353 1 66 85 506
Email: info@kenyaembassyireland.net
Website: www.kenyaembassyireland.ie