The Kenya mission to the United Nations is the focal point for both Kenya’s bilateral
and multilateral relations at the United Nations headquarters, where 192 countries
are represented. Representation at the United Nations Headquarters is crucial considering
that Kenya cannot have wide diplomatic representation throughout the world due to
inadequate resources. The presence of the Mission in New York is critical, in view
of the fact that the United Nations is the political center of multilateral diplomacy
in the world. The mission engages within the community of nations under the aegis
of the United Nations to project, protect and promote Kenya’s interests globally.
In pursuit of its mandates, the Mission is guided by the Vienna convention on diplomatic
relations, the United Nations Charter, Kenya’s Foreign Policy and the International
The importance of the United Nations to Kenya can not be overemphasized. The emergence
of new concerns has added to an already overcrowded agenda. Some of these include
issues of peace and security, international terrorism, inter and intra-state conflicts,
HIV/AIDS, advancing globalization and sustainable development. They have contributed
to the complex situation confronting the diplomatic community today, especially
those working in the UN system. Kenya plays a significant role within the East African
region, by virtue of its dominance in socio-economic and political affairs and being
host to the only United Nations Office in Africa which houses the United Nations
Environmental Programme and the United Nations Human Settlement Programme. The country
has transformed itself into an international business and diplomatic hub. Kenya’s
long standing participation in peacekeeping and conflict resolution has boosted
the country’s stature and reputation globally. Owing to its increasing vulnerability
in a globalized world compounded by numerous challenges, it is inevitable for the
mission to reassess its mandate and engagement with the international community.
This Service Charter is a response to the Ministry’s requirement that all its Missions
and departments/divisions that provide services to the public should develop individual
sub- charters based on the Ministry’s Charter. The Ministry’s Charter highlights
the Ministry’s objectives functions and expectations of customers.
Purpose of the Charter
This service charter defines the Mission’s functions, obligations to and expectations
of our customers- people of Kenya, the Kenya government and the international community.
It details the services we offer including the standards, redress procedures whenever
need arises all with a view to ensuring customer satisfaction.
To contribute to the implementation of Kenya’s foreign policy through effective
multilateral diplomacy at the United Nations.
To be a leader in pursuit of Kenya’s interests within the multilateral framework
of the United Nations.
To project, promote and protect the interests and values of the Kenyan people through
effective diplomatic engagement.
We are committed to providing the highest standards of service to all our customers.
You can expect the following from us:
- Treat you with respect and courtesy;
- Maintain confidentiality where required;
- Identify ourselves appropriately when serving you;
- Be clear and helpful;
- Act with care, diligence, honesty and integrity;
- Refer enquiries we cannot sufficiently respond to relevant agency/authority; and
- Ensure that our website is well set out, frequently updated and user friendly.
We will endeavour to:
- Deal with tasks efficiently and effectively;
- Respond to correspondences promptly;
- Attend to visitors promptly upon arrival;
- Notify about our meetings in good time, at least two days in advance;
- Reply to letters, faxes and emails within five(5) working days and 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 payment for goods, services and works upon submission of accurate invoices
and any other supporting documents in line with government procurement rules and
We will be available:
- For working days/hours 9.00am -1.00pm and 2.00pm - 6.00pm;
- Other times and during emergencies, we can be accessed on either cell phones, house
phones, emails whichever may be applicable and appropriate;
We aim to:
- Ensure that the accuracy and quality of our services remain world-class by continuously
incorporating relevant developments in our service charter;
- Further improve procedures for monitoring the quality of our services and reporting
- Upgrade the ways in which we deliver our services, in line with increasing improvements
in technology and the changing needs of our clients; and
- Develop a more streamlined system of handling enquires and feedback on our services
To ensure that you receive quality service, you can assist us by:
- Providing accurate, timely information and documentation to facilitate prompt action;
- Upholding professionalism and integrity in your actions with us;
- Treating our staff courteously and with respect;
- Giving your views and comments as a vital ingredient in helping us to monitor and
improve the relevance and quality of our service to our clients. We will consider
all suggestions fully and promptly in our planning for service improvement and wherever
possible, we shall respond immediately;
- Giving your views in random surveys of how you perceive our services and what additional
services you need; and
- 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;
- Facilitate capacity building through, including training to our internal customers;
- Engage high caliber service providers to guarantee quality service;
- Promptly and positively respond to staff needs; and
- Provide a conducive working environment.
To each other as colleagues
- Team work and collective responsibility;
- Honesty, transparency and accountability;
- Courtesy and respect;
- Respect for family values; and
Complaints, comments and suggestions
We greatly welcome feedback on our performance to enable us deliver quality service
to our customers. If you are dissatisfied with our services, kindly submit your
complaints, comments and suggestions to us.
Your complaints, comments, or suggestions will be handled by the relevant officers
dealing with the subject matter in the Mission. If you are not satisfied with the
response and wish to make a formal complaint, you may write to the Permanent Representative,
Kenya Mission to the United Nations, New York.
In case, you are dissatisfied with a decision of the Permanent Representative and
have information or evidence that may not have been considered in the decision made,
you may make an appeal.
Our address is:
Kenya Mission to the United Nations
866 UN Plaza Suite 304, NY, 10017
Telephone: +1 212 421 4740/1/2/3
Fax: +1 212 486 1985
You may also get more information about us on the internet at http:www.kenyaun.org.This
site links to other important sites including our Ministry Headquarter.
Review of the Charter
The charter will be reviewed every two years or as need arises to keep abreast with
new developments and to accommodate any lessons learnt from implementation of the