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EMBASSY OF THE REPUBLIC OF KENYA, THE HAGUE
CITIZEN SERVICE DELIVERY PROCEDURES/ PROCESSES
MARCH, 2022
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FORWARD
It is our pleasure and honour to present the Service Delivery Procedures/ Processes of the
Embassy of the Republic of Kenya in The Hague to our clients and stakeholders.
The Mission strives to enhance and strengthen Kenya’s bilateral diplomatic engagement
with the Kingdom of the Netherlands and at the multilateral level with the following
International Organisations in The Netherlands: The Organisation for Prohibition of
Chemical Weapons, The International Criminal Court, The International Court of Justice,
The Permanent Court of Arbitration and the Common Fund for Commodities. To
achieve this, the Service Charter spells out the mandate and core functions of the Mission,
and serves as a guide to the achievement of Kenya’s strategic interests as envisioned in
the country’s development agenda, particularly of Vision 2030, Medium Term Plans and
the “Big Four” Agenda.
The Mission is committed to efficient and effective service delivery, and has provided this
overview of the service delivery procedures and processes to help our clients and
stakeholders know how we execute our mandate. We hope that the clarity on the
various stages of the process of service delivery by the mission will ensure a better
experience for our clients and stakeholders. We would appreciate regular feedback from
our clientele to enable the Mission continuously improve on service delivery.
H.E Lawrence N. Lenayapa, CBS
Ambassador
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CONTENTS
FORWARD .................................................................................................................................................. 1
1. INTRODUCTION ................................................................................................................................... 3
1.1. Purpose .................................................................................................................................................. 3
1.2. Scope ..................................................................................................................................................... 3
1.3. Requirements ....................................................................................................................................... 4
1.4. Our clients and stakeholders ................................................................................................. 4
1.5. Our services ......................................................................................................................... 4
1.6. Definition of terms and acronyms ........................................................................................ 4
2. PROCEDURES ......................................................................................................................................... 5
2.1 Procedure for issuance of E-visa/E-Passports-Renewal and Replacement...................................... 5
2.2 Procedure for Issuance of Emergency /Travel Certificates/ Legalization of Kenyan and Dutch
documents / Pet Permit / Endorsement of Foreign Passports/ Authentication of copies of official
documents .................................................................................................................................................... 6
2.3 Procedure for Issuance of Birth Certificate / Certificate of no Impediment to Marriage/
Declaration of dual citizenship/ Certificate of Good Conduct .............................................................. 7
2.4 Procedure for making Payments ........................................................................................................ 8
2.5 Procedure for attending to official correspondence ........................................................................ 9
2.6 Procedure for General inquiry (Email/phone call) on any information ...................................... 10
2.7 Procedure for Attending to visitors ................................................................................................. 11
3. ANTI-CORRUPTION ........................................................................................................................... 12
4. REVIEW OF THE SERVICE DELIVERY PROCEDURE ....................................................................... 12
5. FEEDBACK AND CONTACT ADDRESS ............................................................................................. 12
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1. INTRODUCTION
1.1. Purpose
The purpose of these procedures/Processes is to enhance implementation of Citizen’s
service delivery charter commitments to our clients and stakeholders and ensure effective
operation within the Embassy of the Republic of Kenya in The Hague, Netherlands
1.2. Scope
The Procedures are in line with the Embassy’s Citizen’s Service Delivery Charter (Revised
2021) and are applicable within the Embassy of the Republic of Kenya in The Hague,
Netherlands. The procedures covered are:
i. Issuance of E-visa
ii. Issuance of Emergency/ Travel Certificate
iii. Issuance of pet permits
iv. Issuance of Kenyan Passports (New/Renewal/Replacement)
v. Authentication and legalization of Documents
vi. Endorsement of passports
vii. Applications for birth certificate, certificate of no impediment to marriage, duplicate
marriage certificate, certificate of good conduct
viii. Applications to regain Kenyan citizenship, voluntarily renounce Kenyan citizenship,
declare dual citizenship,
viii. Attending to official correspondences
ix. Addressing complaints/ grievances
x. Attending to visitors
xi. General inquiry on any information about Kenya
1.3. Requirements
For detailed information on the requirements for provision of the services offered by the
Embassy, please visit our website: www.kenyaembassy.nl
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1.4 Our Clients and Stakeholders
• The Government and the people of the Republic Kenya
• The Government and the people of the Kingdom of The Netherlands
• Diplomatic Missions in the Kingdom of The Netherlands
• The Kenya Diaspora
• The International Organizations in The Hague
• The private sector and civil society in the Kingdom of The Netherlands
• Tourists and visitors to Kenya
• Investors and business community
1.5 Our Services
The Mission provides the following services:
• Promotion of cordial relations between the Government of Kenya and the
Government- of the country of accreditation, and the International Organizations
through enhanced diplomatic engagement;
• Provision of information on various sectors in Kenya including trade, investment
opportunities, health, education, employment, culture and travel;
• Engagement with the Kenya Diaspora including students within the country of
accreditation; and
• Provision of consular services to both Kenyan Diaspora and citizens of the of
accreditation.
1.6 Definition of Terms and Acronyms
• Action Officer: Officer assigned to work on a particular task or to attend to a
client
• Diplomatic Mission: Foreign Missions in The Hague other than the Kenya Embassy
• E-Citizen: Official Digital application/payment platform that enables Kenyan
citizens, residents and visitors access and pay for government services online
• E-visa: electronic visa / visa applied and issued via an online platform
• MDA: Ministries, Departments and Agencies
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2. PROCEDURES
2.1 Procedure for issuance of E-visa/E-Passports-Renewal and Replacement.
Customer /Client
Action Officer
MDA
Contact the Embassy
in case of a challenge
Print and Submit
completed
application at the
Embassy
END
Receive the
Application
Verification of
Documents
Preparation of
the application
for dispatch to
Nairobi
Receive the
processed
passport
from Nairobi
Notify the
Customer/client
Receive and
process the
Application
Start
Complete online application through E-Citizen
and make payment. Website
www.ecitizen.go.ke
Dispatch
the
Passport
Collect
Passport
Visa received
online
E - Visa
E-Passport
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END
2.2 Procedure for Issuance of Emergency Travel Certificates/ Legalization of Kenyan and
Dutch documents / Pet Permit / Endorsement of Foreign Passports/ Authentication of
copies of official documents
Customer /Client
Action Officer
Start
Visit the Embassy
and request for
assistance
Complete the
Application and
make payment
Collect the
Certificate/Document
Issue Application
Form
Receive complete
Application
Verify
Identification
Documents
Confirm Payment
and Issue receipt
Process and issue
Document
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2.3 Procedure for Issuance of Birth Certificate / Certificate of no Impediment to
Marriage/ Declaration of dual citizenship/ Certificate of Good Conduct
Customer/ Client
Action Officer
MDA
Start
Secure an appointment
and visit the Embassy
Complete the
Application and make
payment
Receive and process
the application
Dispatch the
document
Issue Application
Form
Receive and verify
the completed
application
Verify Payment and
issue receipt
Preparation of the
Application for
dispatch to Nairobi
Receive the processed
document from
Nairobi
Notify the
Client/Customer
Collect the document
END
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2.4 Procedure for making Payments
Customer/Client
Action Officer
Head of
Mission/DHM
Start
Submit
claim/Invoices
Receives
declined
claims/invoices
Receive
payment
Receive the
invoices/Claims
Verification of
Documents
Submit the Claims /
Invoices to the Head
of Mission/DHM for
action
Receives the
Claims/Invoices
Declined / Approved
Claims / Invoices
Voucher Preparation
for the approved
claims/invoices
Receive Signed
Voucher and process
payment
Payment made
Approves or
Declines
Claims /
Invoices
Voucher
approved
Corrected
claims/ Invoices
END
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2.5 Procedure for attending to official correspondence
Customer /Client
AA/Action Officer
Head of
Mission/DHM
Action Officer
Start
Government
MDA/
Diplomatic
Mission/Internat
ional
Organization
Submits
correspondence
Receives
Feedback
Execute the
action
Dispatch /File
correspondence
Mark out
the
corresponde
nce for
action
Record the
correspondence
on register and
present to
Action officer
Submit the
corresponden
ce to Head of
Mission
Receive
Correspondence
END
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2.6 Procedure for General inquiry (Email/phone call) on any information
Customer/ Client
Receptionist/ AA
Action Officer
END
Start
Start
Calls/ Emails the
inquiry
Feedback
Received
Receives call/ Written
inquiry
Registers/Records
Phone call transferred
to the action officer/
Email forwarded to
the Action Officer
Phone call
received/ Email
received
Process/Give
feedback
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2.7 Procedure for Attending to visitors
Visitor
Receptionist
Action Officer
Start
Arrival of the
Visitor
Receives the visitor
Record in the
visitors’ Register
/Book
Establish the
purpose of visit
Refer the visitor
to relevant
officer/Action
officer
Meet and Serve the
Visitor.
Visitor Departs
END
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3. ANTI-CORRUPTION
The Mission operates in a non-corrupt environment with zero tolerance for corruption,
as outlined in the Anti-Corruption Policy of the Ministry of Foreign Affairs. We will
appreciate and act on any information on corruption activity reported to us.
4. REVIEW OF THE SERVICE DELIVERY PROCEDURE
The Service procedure/ process is subject to review as necessary every two years to
ensure that it is in tandem with both the Service Charter and the Strategic plans of the
Ministry of Foreign Affairs of Kenya and the Mission as well as the prevailing dynamic
global environment.
5. FEEDBACK AND CONTACT ADDRESS
The Mission welcomes comments, suggestions and complaints in regard to performance,
services offered to enable us enhance quality of service to our clients. Such feedback
should be addressed to:
The Ambassador
Embassy of the Republic of Kenya
Nieuwe Parklaan 21
2597 LA, The Hague
Tel: +31(0)703504215
