The Office of the Prime Cabinet Secretary has launched a new Service Delivery Charter through the Ministry of Foreign and Diaspora Affairs, promising faster, open, and citizen-friendly government services.
Announced on November 4, the charter is designed to fix long-standing delays and inefficiencies that have drawn criticism toward the ministry. It outlines clear timelines and service standards that are meant to make government operations more open and accountable.
Under the new directives, phone calls will be picked in 30 seconds while walk-in visitors will be served in five minutes.
The new timelines also indicate document authentications, that will cost between KSh 250 and KSh 650, will be finished in three working days.
The charter also stipulates time limits for the following services: a response to letters and written requests shall be done within five working days, while handling of public complaints shall be made within 14 days.
Tender applications shall take up to 90 days, and account payments for goods and services must be made within 30 days from the date all documents are received.
For those living abroad, the ministry has pledged to resolve distress cases within two weeks, and to disseminate information concerning government laws and policies within five working days.
The launch comes on the back of a similar move by the Public Service Commission, which unveiled its own service charter on August 30. The PSC Charter outlined timelines for hiring and promotions, setting 90 days for new staff recruitment, 75 days for promotional appointments, and set deadlines for other government bodies and universities.
The Ministry says the new charter is part of efforts to build a faster, fairer, responsive public service that delivers results and restores citizens’ confidence in government institutions.
