The assignment concerns the execution of the entire public and customer service of NPO, including the webcare on the social media channels of the NPO. This focuses on handling questions, malfunctions, complaints and other public reactions. This means that the Contractor is responsible for the correct and complete handling of all public reactions, questions and malfunctions. In addition, all experiences, problems and wishes are recorded in the central NPO ticket system. NPO is currently working with the Jira system. The webcare of a number of platforms for specific target groups, such as NPO Zapp/Zappelin and some radio stations of the NPO, fall outside the scope of this assignment.

The assignment concerns the execution of the entire public and customer service of NPO, including the webcare on the social media channels of the NPO. This focuses on handling questions, malfunctions, complaints and other public reactions. This means that the Contractor is responsible for the correct and complete handling of all public reactions, questions and malfunctions. In addition, all experiences, problems and wishes are recorded in the central NPO ticket system. NPO is currently working with the Jira system. The webcare of a number of platforms for specific target groups, such as NPO Zapp/Zappelin and some radio stations of the NPO, fall outside the scope of this assignment. The reason for this is because these platforms choose their own tone of voice for the webcare. The NPO does not outsource this webcare, but is provided by the own departments of these channels. However, there is one exception: in the case of events, some webcare support for a short period of time may be desired at the radio stations. Think, for example, of Serious Request from NPO 3FM. This has to do with the peaks that are expected during the events, so that they cannot be handled internally.