Service Delivery Charter
SERVICE DELIVERY CHARTER
Vision
A model Diplomatic Mission in the promotion of bilateral relations and advancement of the interests of the people of Kenya in Angola
Mission
To promote, project and protect the interests of the people of Kenya in Angola through innovative diplomacy
Core values
Customer Focus, Patriotism, Team spirit, Professionalism, Ethics and Integrity, Equity and Fairness
| Services/Goods rendered / Serviços/Bens prestados | Requirements to obtain Service / Requisitos para obter o Serviço
| Cost/ Custos
| Timeline / Horizonte Temporal |
1. | Provision of advisory services and information on Kenya / Prestação de serviços de assessoria e informação sobre oportunidades de comércio, investimento e turismo | Receipt of request / Recepção do pedido | Nil | · Within 3 working days · For complex issues, initial response indicating when to expect full response |
2. | Facilitation for application of Kenya government documents / Facilitação na aquisição de documentos do governo do Quênia | Receipt of requests Valid documentation | Nil | Within 5 working days |
3. | Authentication/certification of documents / Autenticação de documentos | Receipt of requests Valid documentation Proof of payment | From 5000 kwanza | Within 3 working days |
4. | Issuance of Emergency travel documents / Emissão de documentos de emergência para viagem | Receipt of requests Valid documentation Proof of payment | 5000 kwanza | Within 3 working days |
5. | Emergency consular services / Serviços consulares de emergência | Receipt of request / Recepção do pedido | Nil | Case by case basis |
6. | Protocol services / Serviços prtocolares | Receipt of request for facilitation / Recepção do pedido por facilitar | Nil | Within 2 working days |
7. | Payment for goods and services / Pagamento de bens e serviços | Receipt of valid documentation / Receção de documentação válida | Nil | Within 5 working days |
8. | Responding to enquiries/correspondence / Respostas à questões/correspondência | Receipt of enquiry/ correspondence / Recepção de questões/correspondência | Nil | · Within 3 working days · For complex issues, initial response indicating when to expect full response |
9. | Attending to visitors / Atendimento aos visitantes | Arrival of visitors / Chegada de visitantes | Nil | Immediate for visitors with appointment, 15 minutes for those without appointment |
10. | Answering in-coming calls / Atender chamadas recebidas | In-coming call / Chamada recebida
| Nil | Within 3 rings |
