contactpunt

Contactpunt is a Dutch term used to describe a designated point of contact within an organization or system that handles inquiries, coordinates information, and directs requests to the appropriate services. The word combines contact and punt (point) and is used in both public sector and private organizations to designate a single channel for interaction with the organization.

Usage and context: In public administration, a contactpunt often serves as a central access point or one-stop shop for citizens seeking information or services such as permits, registrations, or payments. In corporate or IT settings, it can refer to the main service desk or customer contact channel through which users report issues, request support, or obtain guidance.

Functions and characteristics: A contactpunt typically has defined contact channels (phone, email, web form, chat), an appointed contact person or team, triage or routing rules to direct requests to the right unit, and a knowledge base or FAQ repository. It may track interactions for accountability and monitor performance metrics like response time and resolution rate.

Relation to other terms: The concept overlaps with helpdesk, service desk, customer service, and information desk, but contactpunt emphasizes an explicitly designated single point of contact within an organization and is often used in public-sector service design.