Service Charter

Preamble:

This Service Charter reflects our commitment to ensuring that the mission’s activities are well managed in a less costly but more efficient manner in order to deliver quality service to all our clients and get the best out of scarce resources. The Charter recognizes the key role played by all our clients and stakeholders in ensuring that it meets its pledges. The purpose of this charter is therefore to establish clarity of our services to our customers. The Charter represents a basis for continuous improvement as we reinvent our Mission to meet the needs and expectations of our clients in Türkiye and the Kenyan people in particular.

VISION

To be a model diplomatic mission contributing to better relations between Kenya and Türkiye and a prosperous Kenya

MISSION

Meet the needs and aspirations of Kenyans through innovative trade and commercial, diplomatic & political engagements in line wıth Vision 2030.

MANDATE

To engage the Government of the Republic of Türkiye, Business People, organizations, and stakeholders that have steered the development of Türkiye as we articulate Kenya’s foreign policy.

CORE VALUES

Patriotism, Professionalism, Integrity, Dignity, Accountability and transparency, Loyalty, Discipline, Team spirit, Collective responsibility, Equity and Innovation

 

Services/Goods rendered	Requirements	Fee	Timeline
Interface with the Government of the Republic of Türkiye	Meetings	Nil	Continouous
Response to communication	Receipt of communication	Nil	Within five (5) working days for letters Immediately for emails For complex issues, will give initial reply of when full response should be expected As per the indicated timeline for internal communication
Payment of goods and services	Accurate supporting documents e.g. invoices etc	Nil	Within five (5) working days.
Provide technical or analytical reports	Receipt of a request Availability of information	Nil	Within 14 days for analytical reports Within 7 days for technical reports
Facilitate & coordinate bilateral negotiations & implementation of agreements	Receipt of a written request	Nil	Within three (3) months
Authentication of documents & issue of travel documents	Receipt of a request	Ranges from $15 to $200	Immediate Within 14 days those referred to Nairobi
Answering to incoming calls	Incoming calls	Nil	Answer within 10 seconds or maximum of three rings
Attending to visitors	Arrival of visitors	Nil	Within 5 minutes for visitors with appointments Within 10 minutes for visiors without appointments
Provide/disseminate information	Request received Availabilty of information	Nil	Promptly for verbal requests Within 5 working days for written requests  Regularly for dissemination