Service Charter – Kenya Embassy Juba

REPUBLIC OF KENYA

THE EMBASSY OF KENYA, JUBA

CITIZENS’ SERVICE DELIVERY CHARTER

VISION

A model diplomatic mission advancing Kenya’s interests in South Sudan

MISSION

To pursue Kenya’s national and strategic interests in South Sudan through effective diplomatic engagements

CORE VALUES

Customer focused, Patriotism, Team Spirit, Professionalism, Ethics, Integrity and Equity and Fairness

S/No.	Service/Good	Requirements to obtain service/Good	Cost of a Service/Good	Timeline
	Issuance of Visas	Application forms One (1) coloured passport photo with white background Cover Letter (or Note Verbale from Ministry of Foreign Affairs/Embassy/ Mission incase of diplomatic organization) Registration certificate for companies Letter of invitation (family invitation) Proof of residency in South Sudan (Non-South Sudanese) Hotel Reservation (Tourism) Processing fee for referred visas	US$ 50.00 for single journey visa US$ 20.00 for Transit Visa US$ 100.00 for Multiple Visa $ 100 for East African tourist visa $ 10 processing fee for Referred visa	-Forty eight (48) hours for single journey &East African Tourist Visas -Fourteen working days(14) for Referred & Multiple journey Visas
	Issuance of emergency/ Travel Certificate	Police Abstract Copy of the previous passport National ID Card or Birth Certificate	US$ 20.00 (2000 SSP)	Twenty (24) hours
	Authentication of Documents	An Authentication request letter, Original documents	SSP 100 per Document	Forty eight (48) hours
	Issuance of Kenyan Passport (New/Renewal)	Application Forms, three (3) coloured passport Pc photos, copy of old passport	34 Pages Ordinary "A" Series , Kshs. 4,550 50 pages Ordinary "B" Series, Kshs. 6,050 66 Pages Ordinary "C" Series , Kshs. 7,550 Diplomatic passport Kshs. 7,550	All passport applications should be made via www.ecitizen.go.ke Print out the form, date the form, add any documents and photographs that are needed Submit your application form in person at the Immigration offices (Nyayo House Nairobi, Mombasa and Kisumu) (for biometric registration) Manual Applications will not be accepted Approximately 15 working days
	Replacement of Mutilated Passport	Application forms Three (3) coloured passport photos, copy of old passport	Kshs.10,000 (US$ 100.00)	Process is the same as for a new passport above
	Replacement of lost/stolen passport.	Application forms Three (3) coloured passport photos copy of old passport or birth certificate Sworn affidavit from a lawyer Police abstract	Kshs. 12,000 or $120	Process of application is the same as for the new passport above
	Registration of Kenyans	Completed registration form a copy of passport	Nil	Immediate
	Consular Assistance to arrested/detained Kenyans	Report from the Police/Other Agencies	Free	Immediate
	Attending to official correspondences or public inquiries	Letters/inquiries	Free	Immediate
	Address of complaints/ grievances	File a complaint as per the complaint handling procedure	Nil	Within five (5) working days
	Attend to visitors	Appointments/Emergency	Free	Immediate
	General inquiry on any information about Kenya	Inquiry/Email, correspondence, telephone	Free	Immediate

"COMMITMENT TO COURTESY AND EXCELLENCE IN SERVICE DELIVERY"

Any service that does not conform to the above standards or any officer who does not live up to commitment to courtesy and excellence in service delivery should be reported to:

The Ambassador, Embassy of the Republic of Kenya, Hai-Cinema, off Addis Ababa Road, Adjacent to the All Saints Cathedral (Episcopal Church South Sudan) and opposite Juba 1 (Boys and Girls) Primary Schools, Juba, Republic of South Sudan.