SERVICE CHARTER
INTRODUCTION

This Charter defines the mandate of the Consulate General of Kenya in Los Angeles to our esteemed clients both in Kenya and in the States of our accreditation regarding the Services offered by the Consulate

The Charter sets out the Vision and Mission of the Consulate, our core values, our Customers , our Services, our Values and Commitments to improvement of service delivery, our standards and the mechanism for redress of any shortcomings in our service delivery.

VISION

To be among the best providers of Consular services in the States of our accreditation namely, the States of Arizona, California, Idaho, Nevada, Oregon, Utah and Washington in the United States of America

MISSION

To safeguard the welfare of the Kenya Nationals, articulate and promote the interests and values of Kenyan People in the States of our Accreditation in the United States of America.

OUR CORE VALUES

In discharging our functions, the Consulate is guided by the following core values:

  • Patriotism
  • Team Spirit
  • Professional integrity and excellence
  • Transparency and Accountability
  • Discipline
  • Strong commitment to quality customer service
  • Fairness and impartiality
  • Timely, efficient and effective service delivery
OUR CORE FUNCTIONS

i)Provision of the following consular services in the States of our accreditation:

  • issuance of Travel Documents
  • Processing issuance and renewal of passports
  • Issuance of Visas
  • Visiting Kenyans in distress
  • Advising Kenyans on matters pertaining to citizenship
  • Advising foreigners on immigration requirements for visiting and residency
  • Issuance of Emergency Certificates to Kenyans in distress
  • Outreach programs
  • Document Authentication
  • Processing duplicate Birth and marriage Certificates
  • Processing issuance of Certificate of Good Conduct

ii)Promoting Tourism and Filming in Kenya
iii)Promoting trade and Investment

OUR CLIENTS
  • The Kenya Government
  • Kenyans residing in the United States of America
  • The State Governments of Arizona, California, Idaho, Nevada, Oregon, Utah and Washington
  • Foreign Consulates
  • Counties and Cities in the States of our Accreditation
  • Nationals of States in our area of jurisdiction and members of the public as well as Foreigners
  • Staff of the Consulate
  • Public and Private Sector both in Kenya and in the states of our Accreditation
OUR SERVICES
  • Provision of Consular Services to Kenyans living in the States of our Accreditation;
  • Issuance of visas to prospective visitors to Kenya
  • Authentication of documents;
  • Provision of information on, tourism, filming, trade and investment in Kenya and in host countries
  • Facilitation of Official travel by delegations from Kenya as well as from States of accreditation to Kenya
  • Facilitation of participation by officials in Conferences, fairs trade missions hosted in the States of accreditation as well as in Kenya
  • General Administrative services i.e. Working tools and equipment
  • Staff Welfare
  • Financial and Accounting Services
OUR SERVICE STANDARDS
  • Our commitment is to provide the highest standard of service to all our customers;
  • To treat them with respect, confidentiality and courtesy at all times;
  • To be helpful;
  • We refer enquiries without immediate answer to the appropriate agency or authority
RESPONSIVENESS
  • We will deal with enquiries and complaints quickly and effectively
  • Answer telephone calls promptly;
  • Attend to visitors promptly as follows:
  • For walk in Consular services within one hour;
  • Scheduled meetings as per the appointment time;
  • Others within fifteen minutes of arrival
  • Respond to faxes, letters and emails within five working days;
  • Payments of goods and services upon submission of accurate invoices within five working days
ACCESSIBILITY
  • For emergency concerns, 24 hours
    contact Consul General Tel. No. (323) 939 2408
  • Office Hours:- Mon to Fri 9.00am – 5.00pm Summer)
    9.00am – 4.00 pm (Winter)
  • Public Hours – Mon to Fri 9.30 a.m - 1.00 p.m
    2.00 p.m - 3.30 p.m

NB:The Consulate is closed on both American and Kenya Public Holidays.

OBLIGATIONS

i) As Customers

  • To ensure that you receive quality service quickly:
  • Provide accurate timely information and documentation to facilitate prompt action
  • Uphold professionalism and Integrity
  • Treat our staff courteously and with respect as they handle your request with diligence
  • Give your views, comments and suggestions
  • Observe and respect our procedures, rules and regulations

ii)As Service Provider
We are committed to

  • Upholding professionalism and Integrity
  • Effective and efficient service delivery
  • Providing timely and relevant information when required
  • Treating information and our customers with confidentiality
  • Treating our customers with respect and courtesy
  • We are open to all in need of our services
  • Prompt and positive response to staff needs
  • Provision of a conducive working environment

iii)To Each Other As Colleagues

  • Team work
  • Honesty, Transparency and Accountability
  • Courtesy and Respect
  • Respect for Family Values
FEEDBACK

We would highly appreciate feedback from our customers pertaining to our service delivery. We welcome your complaints, comments and suggestions, which will be handled by the Consul General.

REVIEW OF THE CHARTER

The Charter will be reviewed from time to time to accommodate new developments and to optimize the quality and standard of delivery of services to Kenya Nationals and our esteemed Clients in the States of our accreditation.



©2017 Kenya Consulate General in Los Angeles