1. SMB Service Status 117th ACCU Meeting
Tuesday, 19th of September 2017

2. Agenda Service Report Project Update ‘Other’ Pending issues
Service Desk and Telephone Exchange: New contract
Hotel: Tuning of booking rules, Update on B38
Project Update
Place Particules, Prevessin Roundabout, Tram, etc….
‘Other’ Pending issues
Small Parcels,
EU citizens driving Swiss cars

3. Service Report Number of Request tickets remains significant
Summer holiday's effect more significant then previous years
159,907
2015
2016
2017

4. Your Feedback Matters Feedback on ~10% of all “human” tickets
2.6 % negative evaluations in the last 3 months of 2017
Your effective and timely feedback on resolved tickets
A critical component to continually improve services

5. Service Desk New contractor from 1th of April 2017
Switchboard (76111) integrated with the Service Desk
Preliminary, CERN effort in training:
Knowledge Database reviewed
Services’ presentations
Follow up of Service Desk service based on Quality process
Difficult startup, hand holding, collaborative users attitude
Significant progress with speed and quality.
Still some “surprises” and remaining quality problems being handled by the contractor.
Increased Service Desk work volume (~ 540 tickets/day)
Your feedback matters

6. Hotel
Summer (students) period passed without any significant incidents.
B38 consolidation plan awaiting results safety audit. (gap analysis between current state, and compliance with regulations).
WaitingList; Automatic management of a waiting list in our use-case, is more difficult than certain clients imagine. Given the frustration and problems with the current implementation we have decided to revert to a “manual” managed waiting list by the hotel reception. Clients facing difficulties with their reservation are invited to contact the reception; the limitation on the list length is dropped for the moment.

7. Hotel: Some stats Occupation rate Meyrin for June Thru September
Hotel better filled possibly due to the fact that the summer student block was heavily reduced/adapted to actual usage in the past, which has given others the opportunity to reserve? (hotel no longer “appeared full”)
Summer students take less than 50% of capacity in Meyrin

8. Projects Prevessin Crossing
Phase 1 started early May, stopped shortly after awaiting clarifications on plans, and resolution interference with CERN networks
New target to start work 9th of October  5 Months delay
Changes in networks 10
Civil engineering&road works Early 2018
Installation traffic lights March/April 2018
Follow developments on service portal / news
Place des Particules; work in progress…….

9. Green plates
A new more efficient and paperless process is being implemented by the French authorities.
The entire process is orchestrated from Paris as of 18th of September
The Sous Prefecture de Gex anticipated and stopped treating files on the 4th of September.

10. Green plates
The new informatics system (DEFI) is planned to become operational beginning 2018.
The new process should be 6 times faster (from 6 to 1 week)
From today until 2018 an ad hoc process will be used (no need to go to Paris instead of Gex).
In view of the situation, our experience, and the difficulties we anticipate for our (in particular non French speaking) user population, we decided that as of now the installation service will extend its scope and becomes the single point of contact concerning the green plate process (for certain documents and formalities the customs in Ferney will most likely still play a role, the exact processes are ‘work in progress’).

11. Green Plates
DRAFT

12. Green plates; installation service
The installation service will assist the users in preparing the file, and validate the files for correctness and completeness before transmitting it to the Paris authorities.
A temporary registration (carte grise), if requested, will be transmitted to the installation service, who will forward to the user (who can then obtain temporary number plates for the car).
The final registration will be transmitted to the installation service, who will forward to the user.
We plan that in near future CERN will also provide the green plates.
Advantages:
Process greatly facilitated for Non French speaking users
No rendezvous and waiting in sous prefecture (nor Paris)
Overall process supposed to be 6 times faster
Improved control by CERN of conformity of green plates
BUT: this is a big change
Under implementation as we speak; with a risk of teething problems.

13. Many thanks for your attention!