Foreword
It is my honour and privilege to present to our clients and stakeholders this Service Charter which spells out the mandate, core functions, vision and mission of the Embassy of the Republic of Kenya in Brasilia, Brazil.
The Service Charter outlines the Mission’s commitment to quality, efficient and effective service delivery while providing an overview of our operations and at the same time enhancing awareness on the services offered by the Embassy. This Embassy is consistent with the National Strategic Plan as envisaged and is in conformity with both Kenya’s Foreign Policy and The Vision 2030.
As we strive to expand and strengthen diplomatic relations with the Federative Republic of Brazil and in the greater Latin America region, the Service Charter outlines the Embassy’s commitment to offer services based on transparency, accountability and integrity, while seeking an opportunity to measure our performance.
Lastly, through the Service Charter we have provided our contacts and encourage feedback from our clients and stakeholders to enable us further improve on service delivery as we target to achieve world class services.
We thank you all for being part of this process and your continued support beyond 2018.
Amb. Isaac Ochieng
CHARGE’ D’ AFFAIRES a.i.
- Preamble
The Embassy of the Republic of Kenya in Brazil was opened in October 2006 as Kenya´s first diplomatic Mission in whole of Latin America. The Embassy, which has accreditation to Chile, Argentina and Venezuela, has witnessed the opening up of new opportunities in Kenya – Brazil relations, which culminated with an exchange of high level visits with the former President of the Federative Republic of Brazil visiting Kenya in July, 2010 and the Minister for Foreign Affairs of Kenya visiting Brazil in September, 2010. The two countries have had a successful Joint Commission for Cooperation which has laid down the framework of cooperation between both countries, as shown by the exchange of technical visits by the public and private sectors of both countries.
Kenya is pursuing a long term developmental strategy, the Vision 2030, which aims at transforming the country into a newly industrialized and or a middle-income country by the year 2030. Kenya has lots of business and investment opportunities and the Embassy is always ready to provide relevant information to prospective partners, investors and business people.
- Our Mandate
Articulate and implement’s Kenya’s Foreign Policy in the Federative Republic of Brazil and the accredited countries.
- Our Mission Statement
To be a modern and world class Diplomatic Mission
- Our Vision
To pursue, advance and promote Kenya’s interests through effective diplomatic engagement.
- Our Objectives
The objectives of the Mission are to:-
- Promote peace and security,
- Promote economic cooperation, international trade and investment,
- Promote and safeguard Kenya’s interest
- Enhance Diaspora engagement and consular services
- Enhance Mission’s institutional capacity
- Our Core Values
The core values that guide the discharge of our duties and responsibilities include:-
- Patriotism: Our Staff 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: Our staff shall exercise high level of professional competence
and confidentiality in all their work
- Equity and Fairness: We shall promote justice, impartiality and diversity in all our
dealings
- Team Spirit: We shall promote team work to enhance service delivery and
inculcate shared and collective responsibility in all their work
- Ethics and Integrity: We will embrace transparency and accountability in all
operations of the Mission
- Our Core Functions
- Diplomatic representation,
- To strengthen the existing diplomatic relations with the Federative Republic
of Brazil,
- Articulate and implement Kenya’s Foreign Policy in the country of
accreditation,
- Provision of consular services,
- Enhance economic and commercial relations,
- Create awareness on trade and investment opportunities in Kenya
- Dissemination of information regarding Kenya
- Market Kenya as the best tourism destination.
- Clients and Stakeholders
- The Government and the people of Kenya
- The Government and the people of the Federative Republic of Brazil and accredited countries
- The Kenyan Diaspora in Federative Republic of Brazil and accredited countries
- Foreign Missions and International Organizations accredited to the Federative Republic of Brazil
- The private sector in the Federative Republic of Brazil
- Our Services
The Mission provides the following services:-
9.1 To the Government and the People of Kenya
- Interface with the Government of the Federative Republic of Brazil
- Provide information on trade and investment opportunities and partnerships
- Linkage with the diplomatic community in the Federative Republic of Brazil,
- Facilitate and coordinate bilateral negotiations and implementation of agreements
- Advise and facilitate participation in trade mission and exhibitions
- Initiate contacts with institutions and investors for partnerships and cooperation
- Lobby for international jobs for Kenyans in international organizations
- Provide information and advice on security and travel to Kenyans living in countries of accreditation
- Provision of consular services
9.2 To the Host Government
- Liaison between the Government of Kenya and all its agencies
- Facilitate, negotiate and implement bilateral agreements
- Dissemination of information on Kenya and correspondence from Kenya
- Coordinate and facilitate official appointments and visits
- Facilitate trade, investment and tourism missions to Kenya
9.3 To the Kenyan Diaspora
- Maintain contact with the Diaspora in countries of accreditation
- Maintain register for the Diaspora in countries of accreditation
- Disseminate information on Government policies
- Advise on jobs and investment opportunities in Kenya
- Liaise with the Government of the Federative Republic of Brazil on all issues of concern
9.4 To the Missions and International Organizations
- Liaison services between them and Government of Kenya and all its agencies
- Dissemination of information on Kenya and correspondence from Kenya
- Coordinate and facilitate official appointments and visits
- Facilitate participation in international conferences in Kenya
9.5 Consular Services
- Processing and issuance of visas. Application of visa is now done online.
- Facilitate processing and issuance of passports and other travel documents
- Facilitate processing and issuance of birth certificates
- Repatriation of and assistance to Kenyans in distress
- Advise and provide information on security and immigration matters
- Standard and quality of service
We are committed to offering high quality service. The Embassy staff:-
- Will be warm and cordial during interactions
- Will serve you diligently and with utmost integrity
- Provide a conducive working and service environment for all
- Responsiveness
We shall endeavour to:-
- Attend to visitors on arrival
- Deal with all enquiries effectively and timely
- Answer or return all phone calls promptly and courteously
- Reply to letter, faxes and e-mails within three working days
- Official working hours
- Monday to Thursday: 9:00am – 4:00 pm
- Friday: 9:00am – 3:00 pm
- We are closed on all Kenyan and Brazilian National Days and public holidays.
- Improvement of services
We endeavour to:-
- Continuously monitor and improve quality of service delivery,
- Upgrade our services in accordance to modern technological advancement
- Customer Rights and Obligations
- Accurate and timely information
- Quality and courteous service
- Constructive criticism and engagement
- Access to officers within the official working hours
- Feedback and contacts
As we strive to serve you better, we appreciate feedback on our performance through the contacts listed below:-
Physical Address
Embassy of the Republic of Kenya,
Brasilia, Brazil.
Shis QL 10, Conjunto 08, Casa 08,
Lago-Sul, Brasilia-DF
Cep: 71630-085, BRASIL
Communication
+55 61 3364-0978
info@kenyaembassybrazil.com.br
kenyabrasilia@gmail.com
Tel: | + 55 61 3364-0691 / 3364-1141 |
Fax: | |
Email: |
Review of Charter
The Mission Service Charter will be reviewed periodically to ensure that it is in line with new developments to accommodate new ideas, lesson and challenges learnt from implementation of the current one.
- Time guidelines on Service Delivery
TYPE OF SERVICE | TIME/PERIOD | REMARKS |
Emergency consular service | Immediately | Case by case |
Response to headquarters | Within deadline | As set by regulations |
Response to letters, e-mails and other written correspondence | Within 3 working days | Upon receipt of mail |
Answering to telephone calls | Within 5 seconds of ringing | During official working hours |
Response to complaints | Within 48 hours | From time of receipt |
Acknowledgement of receipt of letters and other correspondence | Within 5 days | From time of receipt |
Thank You letters | Within 3 days | From time of service rendered |
Invitations | At least 2 weeks in advance | Before the date of the actual event/function |