Service Delivery Charter

  1. Our Vision Statement

A model Diplomatic Mission of excellence.

  • Our Mission

To pursue, strengthen and deepen the interests and values of the Kenyan people through effective diplomatic engagement with the Kingdom of Saudi Arabia and other countries of accreditation.

  • Our Mandate

The Mission’s mandate is to articulate Kenya’s Foreign Policy and to advance Kenya’s national interests through diplomatic engagement at both bilateral and multilateral levels.

  • Our Core Values
    • Patriotism
    • Customer focus
    • Professionalism
    • Equity and fairness
    • Team spirit
    • Ethics and integrity
  • Our Objectives
    • To project and promote Kenya’s image, prestige as well as its peace and security interests.
    • To contribute to the economic transformation and realization of Vision 2030 through diplomatic engagement.
    • To strengthen and protect interests of Kenyans in the Kingdom of Saudi Arabia and countries of accreditation.
    • To Enhance Public Diplomacy and Stakeholder’s Engagement
    • Strengthen the institutional capacity of the Mission
  • Our Core Functions
    • Promotion and enhancement of bilateral and multilateral relations/co-operation between Kenya, Kingdom of Saudi Arabia and other countries of accreditation.
    • Strengthen relations with the GCC, OIC and other regional and non-governmental organizations based in the Kingdom of Saudi Arabia and other countries of accreditation.
    • Marketing Kenya as a safe and viable investment and tourist destination.
    • Negotiating and liaising with host governments for a conducive Social Economic and Trade conditions for Kenyan export products.
    • Provision of Consular Services.
    • Facilitation and participation in events for the promotion of trade, investment, tourism and cultural activities.
    • Protocol courtesies for visiting Kenyan delegations.
    • Co-ordination of VIP and other official visits.
    • Co-ordination of Hajj (pilgrimage matters).
    • Co-ordination of Kenyan Diaspora in the Kingdom of Saudi Arabia and other countries of accreditation.
  • Our Customers
    • The host government(s).
    • The people of Kenya.
    • Government Ministries, Parastatals and other institutions/agencies in Kenya.
    • Foreign Missions accredited to the Kingdom of Saudi Arabia.
    • Foreigners, private sector, investors and non-governmental organizations.
    • Embassy staff.
  • OUR SERVICES

We provide the following services:-

  • To the People of Kenya
  • Consular and Immigration services.
  • Co-ordination of Hajj and Pilgrimage matters.
  • International jobs and management of Diaspora relations.
  • Facilitation of Trade Missions.
  • Provision of Information and Linkages on Trade, Tourism and Investment opportunities in our countries of accreditation.
  • Mediation and arbitration of Labour disputes between Saudi employers and Kenyan workers.
  • To the Kingdom of Saudi Arabia and other Countries of Accreditation
  • Dissemination of information on Kenya’s foreign policy; trade, tourism, education, culture and investment opportunities.
  • Facilitation of trade/investment Missions and participation in International conferences.
  • Co-ordination and facilitation of official appointments and protocol services.
  • Issuance of visas.
  • To Foreign Missions and International Organizations Accredited to the Kingdom of Saudi Arabia
  • Co-ordination and facilitation of official appointments in Kenya.
  • Liaison services with Kenya Government Ministries.
  • Facilitation to participate in International conferences in Kenya.
  • Administration of privileges and immunities.
  • Facilitation of immigration and protocol services.
  • To Foreigners, Private and Non-Governmental Organizations
  • Information on trade and investment opportunities in Kenya
  • Facilitate and establish business linkages with Kenyan business community.
  • Facilitation of trade Missions and business excursions.
  • To our Internal Customers
  • General administrative services including working tools and equipment.
  • Welfare services
  • Financial and accounting services
  • Immigration and Consular services.
  • Our Service Standards

We are committed to providing the highest standards of service to all our clients and customers.  Expect the following from us:-

  • Quality
  • Treat you with respect, courtesy and confidentiality.
  • Identify ourselves when we speak to you.
  • Be clear and helpful in our interaction.
  • Act with care, diligence, honesty and integrity as we respond and deal with all your issues.
  • Responsiveness

            We will Endeavour to:

  • Deal with your enquiries and complaints quickly and effectively
  • Answer your phone calls promptly.
  • Attend to visitors promptly upon arrival.
  • Process visitors visas promptly.
  • Liaise with Immigration Department in Nairobi to process passports and referral visas at the  shortest time possible.
  • Reply to your letters, faxes and emails within the 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 payment of goods, services and works upon submission of accurate invoices   and any other supporting documents in line with Government procurement rules and regulations.
  1. Accessibility

            We will be available for:

  • Emergency concerns 24 hours a day and can be reached on our mobile telephones where necessary.
  • Other enquiries, from Saturday to Wednesday during official working hours (N.B. we are closed Thursdays, Fridays and on public holidays)
  1. 13.0 Service Improvements

            We aim to:

  • Ensure that the accuracy and quality of services we provide remain of International standards by continuously incorporating relevant and emerging developments in the Missions’ service charter.
  • Further improve procedures for monitoring the quality of our services and reporting the results
  • Upgrade the way in which we deliver our services in line with increasing improvements in technology and the changing needs of our clients.
  • Develop a more streamlined system of handling enquiries and feedback on our services.
  1. 14.0 OBLIGATIONS
  1. To our clients

            In our interaction with our customers, we are committed to:

  • Uphold professionalism and integrity.
  • Provide effective and efficient service.
  • Proactive in undertaking of 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.
  • Promptly and positively respond to staff needs.
  • Provide a conducive working environment.
  • Respect the host government’s laws, rules and regulations.
    •             From our clients

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

  • Providing accurate, timely information and documentation to facilitate prompt action.
  • Upholding professionalism and integrity in your interaction with us
  • Treating our staff courteously and with respect.
  • Observing and respecting our procedures, rules and  regulations
  • Observing and respecting the host government rules and regulations.
  1. To each other as colleagues
  • To uphold professionalism.
  • Teamwork and collective responsibility.
  • Honesty, transparency and accountability.
  • Courtesy and respect.
  • Respect for family values and
  • Equity and fairness.
  1. 15.0 FEED BACK

We greatly welcome feedback on our performance to enable us deliver quality service to our customers. Your complaints, comments or suggestions will be  handled by the head of the relevant department at the mission.  If you are dissatisfied with the response and wish to make a formal complaint, you may write to H.E The Ambassador, Kenya Embassy, Riyadh .

  1. 16.0 CONTACTING US

         You may wish to contact us as follows:-

  • For normal business, we are open daily from 9.a.m. to 3.30p.m.

Sunday to Thursday.

  • For emergency, our mobiles are open 24 hours a day

Our address is:

Embassy of the Republic of Kenya

P.O Box 94358 Riyadh 11693

Kingdom of Saudi Arabia

Telephone:                +966-11-4882484

                                    +966-11-4881238

Fax:                             +966-11-4882629

Email:                         kenembassy.riyadh@gmail.com

                             riyadh@mfa.go.ke

Website:                     www.kenyaembassy.org.sa/

  1. 17.0 REVIEW OF THE CHARTER

The charter shall be reviewed periodically to ensure that it is in tandem with new developments and to accommodate lessons learnt from implementation of the current one.