FORWARD
In
the recent past, Kenya’s Public Service has witnessed
a welcome transformation towards improving overall service delivery
among them instituting a performance-based effectiveness and
efficiency. In parallel to this, Kenya Embassy in Rome is mandated
with the responsibility of projecting, promoting and protecting
Kenya’s interest in all our areas of accreditation. For
the countries Italy, Cyprus, Turkey, Malta, Greece and Poland,
we work towards forging strong flexible partnerships with them
and to the Food and Agriculture Organization (FAO), International
Food and Agriculture Development (IFAD) and World Food Programme
(WFP). Under this Umbrella of responsibility, we shall continually
explore better and up-to-date approaches with which to articulate
Kenya’s Foreign Policy, whose pillars are economic diplomacy,
promotion of Peace and Security and embracing Kenyans in the
Diaspora for the development of Kenya.
Cognisant
of the multiplicity of challenges we are faced with in an increasingly
globalized world, and in order for this Embassy to discharge
its duties effectively and efficiently, we undertake to adopt
the guidelines of a Service Charter. This Service Charter will
serve as a pledge to all our esteemed clients that we are fully
committed to serve you diligently, impartially and without favour.
This
Charter will also form the basis of the individual contribution
of this Mission towards the realisation of the country’s
2030 vision. We therefore, welcome suggestions, feedback and
critique to enhance the quality of our service delivery.
Ann B. Nyikuli
AMBASSADOR/PERMANENT REPRESENTATIVE
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1. INTRODUCTION
Kenya
opened its bilateral diplomatic Mission accredited to Italy
in 1987 upgrading her status and presence in Italy from Permanent
Representative Status to Food and Agriculture Organization (FAO),
International Fund for Agricultural Development (IFAD) and the
World Food Programme (WFP) from 1974.
With
the accreditation of Kenya’s Ambassador to the Quirinale
(Italian Presidency) the Embassy’s mandate expanded with
multiple accreditations to Italy and the other five countries
of accreditation; Cyprus, Turkey, Malta, Greece and Poland.
This necessitated the Embassy’s relocation from Via Icilio
14, Rome, to larger premises in Parioli, a prestigious location
at Via Archimede 164, Rome.
The
Mission is focused on enhancing bilateral relations between
Kenya and these countries and UN Food Agencies in Rome.
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2.
PURPOSE OF THE CHARTER
This
Service Charter defines the Mission’s mandate vision and
statement to our clients in order to enhance awareness on the
services we offer. It expounds on our commitment to the delivery
of quality services in pursuit of our customer’s satisfaction.
This service charter further provides insights into our core
functions and values. The Mission is committed to periodic evaluation
of its performance based on the implementation of the Service
Charter.
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3.
MISSION’S MANDATE
The
Mission mirrors the parent Ministry’s mandate of developing
and implementing Kenya’s Foreign Policy and therefore
will endeavour to provide effective diplomatic representation
and maintenance of cordial relations with Italy, Cyprus, Turkey,
Malta, Greece and Poland and U.N. Agencies based in Rome, to
sustain this noble cause.
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4.
MISSION’S VISION
Create
a strong and vibrant constituency that will ensure a prominent
visibility of Kenya in Italy and countries of accreditation
and in UN Agencies based in Rome.
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5.
MISSION STATEMENT
Forge
strong and flexible partnerships that will attract and deepen
the existing friendly relations between Kenya and the countries
of accreditation for the mutual benefit of our peoples, as well
as enhance co-operation with the United Nations Agencies based
in Rome (FAO, WFP and IFAD).
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6.
MISSION’S CORE VALUES
The
values that guide us in discharging our duties are:
Patriotism Team spirit Staff Motivation Collective Responsibility
Professionalism Discipline Dignity Integrity and Equity
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7.
MISSION’S CORE FUNCTIONS
Projecting
Kenya’s Foreign Policy and defending her interests through
Diplomatic Representation at both bilateral and multilateral
levels.
To ensure effective diplomatic representation and maintenance
of cordial relations with countries – (Italy, Poland,
Turkey, Cyprus, Greece and Malta) and institutions of accreditation
(FAO, WFP and IFAD). The Mission further projects/protects the
image of Kenya, and promotes Kenyan goods and services through
its Commercial and Tourist Departments.
In its effort to execute its mandate, the Mission uses its personnel
and material resources; local contacts (both diplomatic and
non-diplomatic); and maintains close liaison with relevant Kenya
Government Ministries, Institutions and Departments.
Promote Kenya Commercial goods and services and attracts investments
in Kenya through Trade Fairs and exhibitions.
Facilitate varied consultative seminars and meetings with local
investors and foreign entrepreneurs.
On appointment, negotiate and coordinate implementation of Bilateral
Trade and Development Cooperation Agreements.
Recognising the need for greater and more investment in the
Agricultural Sector, Liaises closely with UN Agencies in Rome
on matters on Agriculture Emergency and relief operations as
regards Kenya.
Offers Immigration, Consular and Visa Services, while seeking
to protect the interests of Kenyans living, travelling or doing
business in any of the areas of coverage.
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8.
MISSION’S CUSTOMERS
Our
Customers include:
Countries of accreditation;
U.N. based Agencies in Rome, FAO, IFAD and WFP;
The people of Kenya;
Rome based Foreign Missions;
Kenyan Citizens residing in countries of accreditation;
Foreign Governments;
Staff of the Mission;
Private sector and civil society;
Business, Tourism and Cultural Sectors.
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9.
OUR SERVICES
We
provide the following services:
Information on trade and investment opportunities in Kenya;
Facilitation of trade missions;
Advisory services in fields such as education, culture, and
Tourism;
Authentication of legal documents for use in Italy, countries
of
accreditation
and in Kenya;
Provision
of consular services to Kenyans in Italy and countries of accreditation;
Sourcing for International jobs;
Management of Diaspora relations;
Primary interface and coordination with Italy and Kenya and
between Kenya and countries of accreditation;
Facilitation of participation in events for the promotion of
trade,investment, tourism and culture;
Coordinating and participating in multilateral and bilateral
negotiations;
Co-ordination of the preparation of Government positions in
the negotiation of multilateral treaties, conventions and agreements
as well as participation in diplomatic conferences.
To
United Nations Agencies in Rome
Facilitate and enhance greater cooperation between Kenya and
Rome based UN Food and Agriculture Agencies.
Follow-up completed, ongoing or new projects and programmes.
supported by these organizations with a view to maximizing benefits.
Representing Kenya in all relevant meetings and sessions of
the UN agencies in order to contribute to better governance
of the organizations and to seek increased opportunities for
collaboration.
To
Italy and Countries of accreditation
Dissemination of information on Kenya, such as, history,
Government, trade and investment, education, culture and tourism;
Facilitation of Trade Missions and from to Kenya; and,
Facilitation of their participation in international conferences
held in Kenya.
To
Staff Members of the Mission
General
administrative services including working tools and equipment,
and security;
Welfare services;
Financial and accounting services;
Human resource management and development and training services.
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10.
OUR SERVICE STANDARDS
We
are committed to providing the highest standards of service
to all our customers. You can expect the following from us:
Quality
We
will:
Treat you with respect and courtesy, maintaining confidentiality;
Ensure transparency with total impartiality;
Be helpful in our interactions and follow-up to ensure desired
results;
Act with 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,
Develop and maintain a strong and informative Web Site that
is current and User friendly.
Responsiveness
We
will endeavour to:
Continuously assess and review our performance in order to improve
our effectiveness;
Deal with your enquiries and complaints promptly;
Answer
your phone calls promptly;
Attend to visitors promptly visiting the Mission;
Notify you of our meetings, at least two days in advance;
Reply to your letters, faxes and e-mails within five (5) working
days, giving clear timeline of problem resolution and cost if
any 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; and,
Prompt payments for goods, services and works upon submission
of accurate invoices and mandatory supporting documents in line
with Government procurement rules and regulations.
Accessibility
We
will be available:
Maintain a 24-hr Duty Officer to attend to Emergencies.
For other enquiries, from 9.00 a.m. to 5 p.m. from Monday to
Friday at Embassy. (Kenya is One (1) hour ahead of Italy time
during Summer (effective last week of March) and two (2) hours
ahead of Italy time during Winter (effective last week of October).
NB:
We are closed on public holidays and have a lunch hour break
between 1.00p.m. and 2.00 p.m. on weekdays).
Service
improvements
We
aim to:
Ensure a motivated and balanced staffing considered key to optimal
output.
Ensure accuracy and quality of our services.
Upgrade our level of professional preparedness towards qualitative
service delivery and subscribe to latest technology that will
answer to the changing needs of our clients; and,
Update and Streamline our system of handling enquiries and also
focus on feedback on our services.
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11.
OBLIGATIONS
As
customers
To
ensure that you receive quality service, you can assist us by:
Giving feedback through constructive criticism. A suggestion
box is available;
Providing accurate, timely information and documentation to
facilitate prompt action;
Observing and respecting our procedures, rules and regulations.
As
service provider
In
our interaction with our customers, we commit to: 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 calibre to ensure qualitative
service delivery.
Avail equal training opportunities to members of staff;
Promptly
and positively respond to staff needs;
Provide a conducive working environment.
To
each other as colleagues
Uphold teamwork spirit and practice collective responsibility;
Honesty, transparency and accountability;
Courtesy and respect;
Respect for family values; and
Equity.
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12.
FEEDBACK
Complaints,
Comments and Suggestions
We
welcome feedback on our performance to enable us deliver quality
service to our customers. If you are dissatisfied with our services,
do not hesitate to submit your complaints, comments or suggestions
to us.
Your
complaints, comments or suggestions will promptly be channelled
to and handled by the Head of Mission. If you are not satisfied
with the response and wish to make a formal complaint, you may
write to the Permanent Secretary, Ministry of Foreign Affairs,
Nairobi, Kenya.
Contacting
Us
Our
address is:
Embassy
of the Republic of Kenya
Via Archimede 164
00197, ROME
Telephone
: +3906-8082714/8082717/8082718
Fax : +3906-8082707
Email : kenroma@rdn.it
World
Wide Website at http://www.embassyofkenya.it - This site links
to other important sites - our Mission’s quarterly magazine
‘Karibu Kenya’.
