Service Management Status 108 th ACCU Meeting 09 June 2015

Agenda Service Report (Performance, Availability, Customer Satisfaction, Complaints, Service Review Meetings) Service Update Hotel service review CAR pool merge & mobility center Car sharing contract change Water fountains GAS bottle return (contract change) Miscellaneous (incl small update on mobile operator contract from IT) SMUR project presentation (Service Mobile d'Urgence et de Réanimation)

Service Report Business as usual Slight increase in backlog; is being monitored and worked on to.

Service Report Reminder: we have Service Portal / Service Desk (single point of contact) Service Status Board (news and information on service changes and interruptions planned and unplanned) Feedback (is actively followed up, in particular dissatisfactory feedback) Satisfaction Surveys Complaints Process (no complaints received during last period) Guest

Project Update Hotel renovation: According plan (next slide) Library upgrade No progress in relocating people occupying space, unlikely this project will happen this year. Place des Particules: Discussion with Geneva Authorities on cost review and schedule. No works foreseen to start this year. Bicycle path  Prevessin: Pending decision on priorities from newly elected politicians Globe Renovation: Contracts awarded and works on-going initially with low visual impact.

Hotel capacity 2015 still difficult but better than 2014 Renovation of 70 rooms in building 38- will be completed as from 6 th of July 2015 Capacity:

Summer students programme To be noted 35 Open Lab students accommodated outside CERN

Hotel improvements 2015 CERN Hotel SOFTWARE: reminders (31% less no-show compared to previous year) WEB BOOKING: waiting list from 10 days to 5 days Various improvements to Infrastructure such as: Renovation of ground floor corridor B. 39 (painting, carpets, lighting); Change of the 2 lifts in B. 39 (end of work planned on 12 June) Refurbishment of 4th and 5 th floor in B. 38 (security, lighting; painting, carpets, bathrooms; furniture): 2 additional single rooms have been created (from TV room) 4 th floor will be operational on 22th of June (i.e 31 single+ 5 twin) 5 th floor will be operational on 6th of July (still to be confirmed) : (i.e 31 single+ 5 twin) But also –increased level of service offered such as : WIFI in CERN apartments. –September 2015 (but too late for summer high time) Improved WIFI service at Foyer Schumann Saint Genis (optical fiber) B.39- lifts B.39- Corridor B.38- 4th floor

User community feedback hotel

PH-CERN Car pool merge New mobility center on the Globe parking ready by the end of this year.

Mobility CENTER Reconfiguration of the far end of the Globe parking, Installation of bike shelters Fenced parking areas Installation of temporary modules combining offices and a reception area

Car sharing New contract with mobility as of 1 st of June More info on here (or by searching for ‘car sharing’ on the service portal)here OPEN to members of the CERN personnel (MPE and MPA) and contractors' personnel with: a contractual link to CERN an registered in the CERN database an authorisation to drive a CERN vehicle (V) Registration at the CERN Car Pool (Bldg 130) (RFID card) Reservation via For professional use only Conditions of use: Operational Circular No. 4Operational Circular No. 4 Maximum continuous period of 4 hours per day The vehicle must be returned to the initial pickup location

Water fountains Fountains on water network encouraged. Bottle water fountains still possible depending on technical constraints and costs. Monthly cost network fountain down from 70CHF/month to 60CHF/month. (free rental for bottle water fountains but 13CHF for a 19L bottle). Fountains on water network 37 in total 17 new in in-progress 8 as project Bottle water fountains 240 in total 14 back to the supplier in new fountains in 2015

GAS contract change Contract changed 31 st of March. 504 bottles or frames purchased with a team account still on CERN site for a total valuation of CHF In order to prevent payment of rental fees, these have to be returned to the supplier by the end of September A recall campaign is in progress. Contractual rental fees: Dayly rental fee is 0.40 CHF for a bottle and 4.80 CHF for a frame Monthly billing will be done at a rate of 12CHF et 144CHF for bottles and frames respectively These are fixed rates until final return of the containers to Carbagas. Bottles or frames can also be purchased if necessary (exact price can be obtained from stores service, these prices range from 85 to 350 for the majority of bottles depending on size and roughly 6300 CHF for a rack).

Miscellaneous Library: The subscription to Web of Science has been signed for another year, so no interruption in this service yet. Opening hours pedestrian entrance Prévessin, (Route du Maroc): This gate is now opened 24/7; (see here, or search in service portal)here The quality (especially stability) of the Wi-Fi in the Saint Genis hostel: As reported fix planned September (not under CERN control).

Miscellaneous Entrance A changes: Planned for period July  October Cyclists and pedestrians: 2 tourniquets (same as entrance C) (1 entry and 1 exit) «Larger» opening hours, gives extra option for pedestrians using the tram. Cars : Automatic fast entry (no agents) Car plate reader based (= entrance C). Peak hours portal permanently open; barrier opens on car plate scan. Other hours: car enters a ‘lock’ (sas) between barrier and portal. The portal opens when there is one car in the ‘lock’.

Miscellaneous The gate will be subject to random checks by the guards service An intercom system will enable a contact with the guards 24/7 A badge reader will enable entry if for some reason car plate reading is not successful A bypass will be available for vehicles who’s access is refused

Miscellaneous At the same time entrance A changes are implemented (which could mean the entrance A will be closed for up to 8 weeks), the parking in front of building 4 will be refurbished. The plan is to do this during the period July  November In order to reduce impact, the aim is to keep 50% of the parking capacity available at all time The Globe parking should be considered as ‘buffer’ Plans are being worked on ‘as we speak’

Change of Mobile Operator Many distribution points established for obtaining new SIM cards Special arrangements in place for users who will not be at CERN during the distribution period including, where necessary, sending the SIM card to the user concerned by post Changeover date has been moved to 24th June in order to avoid the leap second introduction on 1st July Users will be able to check that their new mobile phone subscription are active, and test any operational procedures and tools for which they are responsible, as from 15th June Full details available at: ACCU - 2 December Mats Moller - IT Department

Change of Mobile Operator The new Swisscom voice and data tariffs are shown below in CHF with the current Sunrise tariffs for comparison. Swisscom Sunrise Outgoing CallMS /minNMS Incoming CallMS /minNMS DataMS /MBNMS Outgoing SMSMS/NMS Incoming SMSMS/NMSFree Free MS: Member State; NMS: Non-Member State For Sunrise, “MS" corresponds to countries in Europe and "NMS" to the Sunrise region including the US; the outgoing call rates are for calls to Switzerland. ACCU - 2 December Mats Moller - IT Department

Many thanks for your attention!