Service Charter

PREAMBLE

 The purpose of this Service Charter is to communicate Kenya Tourism Board`s commitment to provision of quality and efficient service to its customers and stakeholders. It highlights KTB’s role in positioning Kenya as an outstanding tourist destination. It gives insights about our core functions, values and sets standards of service delivery to ensure client`s/stakeholders satisfaction.

Kenya Tourism Board (KTB) was established in 1997 through the legal notice no.14 under the state Corporations Act (Cap 446) of the laws of Kenya.

CORE VALUES

 Our Corporate culture is based on our core values-the beliefs and behavioral qualities that will not be compromised:

  1. Integrity and Professionalism;
  2. Quality customer service,
  3. Competence, discipline and Team Spirit
  4. Productive Partnerships, Social Responsibility and recognition of employee,
  5. Innovativeness, Dynamism and Excellence.

 CORE FUNCTIONS 

  1. To develop and implement destination marketing strategies locally and internationally.
  2. To provide leadership and offer strategic direction to both the government and the tourism private sector in matters regarding destination marketing.
  3. To establish public relations services to address issues concerning the image of the tourism industry in Kenya.
  4. To generate and manage tourism industry research, information and market data and necessary statistical information required for planning at both public and private sector levels.
  5. Work in partnership with national, regional and international organizations as well as local authorities in the country to improve the tourism environment.
  6. To monitor the quality and standards of facilities available to both local and international tourists and advice the private sector and government agencies on how to improve the facilities for various target markets.
  7. Initiate education and awareness programmes on tourism locally as well as abroad.

 

OUR SERVICES

  1. Destination Marketing Services
  2. Tourism Marketing Information Services
  3. Tourism Statistics, Research and Information Services
  4. Media Liaison and Tourism Sector Crisis Management Services
  5. Web Advertising Services
  6. Collateral Materials/Promotional Materials Services
  7. Exhibition, Road shows and Stand Design Services
  8. Destination Training Services for Source Market Travel Trade
  9. Product Value Added Advisory Services
  10. Tour Operator Partnership Support
  11. General Industry Marketing Services

OUR CLIENTS

 Local 

  1. Tourists
  2. Employees
  3. Tourism industry
  4. Media
  5. People of Kenya
  6. Diplomatic Corp and Government agencies

COMMITMENTS ON SERVICE DELIVERY

 To the employees

No. SERVICES RENDERED TIMELINE
1. Provision of conducive work environment and resources Continuous
2. Conducting Staff appraisals Annually
3. Enhancing skills through relevant capacity development Continuous
4. Communicating of policy changes Immediately
5. Responding to feedback/Complaints 7 days

 To the Government

No. SERVICES RENDERED TIMELINE
1. Fulfillment of our mandate Continuous
2. Submission of performance contract reports to the relevant government authorities Quarterly
3. Submission of annual financial statements 30th September
4. Release of tourists data to various publics Immediately
5. Remittance of taxes due As per statutory deadlines

 

COMMITMENTS ON SERVICE DELIVERY

 

To the tourism industry

No. SERVICES RENDERED TIMELINE
1. Offering advisory services Continuous
2. Releasing planned marketing activities September
3. Developing/establishing strategic partnerships in the implementation of marketing activities Continuous

To the supplier

No. SERVICES RENDERED TIMELINE
1. Ensuring compliance with the public procurement and Disposal Act 2005 Continuous
2. Payment for goods and services As per the terms of contract

To the people of Kenya

No. SERVICES RENDERED TIMELINE
1. Treating the general public courteously and professionally Continuous
2. Responding to enquiries through:-

  • Telephone
  • Email
  • Letters
  • Walk In
 

  • 3 rings
  • 24hrs
  • 7 Days
  • Promptly
3. Conducting Media Briefings Quarterly

 

Customer Obligation

  • Treating our staff with courtesy and respect
  • Attending scheduled meetings punctually
  • Responding to requests for information appropriately
  • Respecting our values

 Review of Service Charter

In light of the changing circumstances, the Board will subject this service charter to regular reviews with a view to improving its service delivery.

To help us serve you better please send your queries to:

The Managing Director

Postal Address

Kenya Tourism Board

Kenya –Re Towers, Upper Hill,

Off Ragati Road,

P.O.Box 30630-00100, Nairobi

Telephone Number:

+254-20-2711262

Email:   info@ktb.go.ke

md@ktb.go.ke

 

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