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.