1. 1 Survey of all CERN USERS and MEMBERS OF THE PERSONNEL (CERNois) May 2009

2. Key messages We would like to thank the 2058 persons that filled the survey and the large number of Users and staff that worked on the preparation, test and evaluation of the survey We will take actions on a short time We present plans for the future

3. Survey contents  In an effort to enhance CERN’s services and infrastructure, CERN launched a survey designed to establish the areas where improvements are needed and to sound out ideas for solutions.  The answers should help setting priorities to start with most relevant actions.  The questionnaire had three parts: 1.Comments on specific solutions to some known problems:  Short term accommodation  Transport  Infrastructure at CERN  Training, dosimeters & safety  Availability of services & Access to the site  Help in everyday life  Discussion forum 2.Areas where actions are needed in order of priority. 3.Questions about the person and the relationship with CERN.

4. PRIORITIES

5. 5 The survey asked to identify the 5 MOST IMPORTANT NEEDS AT CERN Selection as first priority (from the 21 options): 1. Accommodation inside CERN (29%) 2. Restaurants (11%) 3. General infrastructure (9%) 4. Office space (8%) Considering a weighted average of the 5 most important needs or just considering the first priority gives the same order for the first 4. The order of the next 6 priorities changes if we consider just the first priority or the weighted average of the 5 most important needs. Selection as first priority: 5. child care (6%) 6. cheap accommodation (6%) 7. make CERN more “green” (6%) 8. offices close to buld 40 (5%) 9. reservation (4%) 10. shuttle service (3.5%) Weighted of 5 needs: 5. reservation 6. make CERN more “green” 7. bicycles 8. shuttle 9. cheap accommodation 10. child care Priorities

6. ACCOMMODATION

7. Key messages: Accommodation Should it be possible to make all bookings on the website? YES

8. Key messages: Accommodation Do you think that the number of hostel places is sufficient? NO

9. Key messages: Accommodation Which kind of accommodation? Same price or cheaper  75% of the people that consider more accommodation is needed think that it should be cheaper accommodation.  24% of the people support a youth hostel. They are mainly Students.  76% of the people answering were in favor of reducing price/services. * * We have not added the % of N/A

10. Key messages: Accommodation  More than 60% unable to find a room at least twice.  36% give up looking for a room.  23% found a room but was too expensive. o 68% of the people finding the room too expensive were under 35 oNearly half of them PhD students oFor 6 State member (BG, CZ, HU, NO, PL, SK) and 5 Observers (IN, IS, JP, RU, TK) more than 25% of their nationals found a room but was too expensive. o25 countries had more than 25% of their nationals that found a room but was too expensive (some with very low statistics). For them on average 43% found the room too expensive to afford it.  77% favorable of giving priority to those working on shifts.  62% favorable of pre-allocation of rooms for groups (council, committees …).

11. Key Suggestions*: Accommodation  Waiting list  Confirmation e-mail  Cancellation policy reviewed to avoid last minute systematic cancellation  Information of hotels close to CERN and negotiation of corporate rates  Additional building for cheap accommodation (students, summer students …)  Better equipped kitchen. Lockers in fridge and on the kitchen allocated to the hosts  Access to the lockers once the key of the room has been returned (in the evening)  Corporate rates for hotels in the region * For the following chapters the key suggestions are found at the end of the presentation on the complementary information section The suggestions questions have been answered massively and constructively

12. Accommodation - ACTIONS SHORT TERM  Implement the WWW booking including revision of the booking rules.  Create list of hotels close to CERN with their rate and make it available on the WWW, in the Users Office and in the PH secretariats.  Negotiate corporate rates for nearby hotels. FUTURE PLANS  Creation of a new hotel (students).

13. TRANSPORT

14. Key messages: Transport Which of the following is needed? Transport on site for all and also to the accommodation for Users The “mobility car sharing” model is supported by all but even more strongly supported among non staff

15. Key messages: Transport Do you consider that cars should be made available on the CERN site for short-term use? Both populations need cars to move between sites/points

16. Key messages: Transport Do you think that use of CERN cars should be authorized for shopping and transport to and from the hostel or other accommodation? Clear different needs between the two populations

17. Key messages: Transport Destination of the shuttle service

18. Key messages: Transport  Only 58% of the people answering (1599) knew the taxi-type shuttle service!  Nearly 60% of those use the system and do not consider as too long the waiting time But,  61% consider that a more frequent regular shuttle is better than the “taxi” service, and 75% consider that short journeys should not be covered by the “taxi” service only.  68% of the people travelled always alone or nearly with no one else.

19. Key messages: Transport – Bicycles – on foot  80% are interested in a “bicycle pick-up” system.  84% consider that people that they know would use it.  71% consider that will be an improvement to the present system.  Only 12% doubt that it would work.  68% think that would be a good idea to erect signs indicating the time and distance to locations on the CERN site (only 18% consider is not a good idea).  67% that exercise should be encouraged as break during working hours. For this will be needed more showers and changing rooms!

20. Key messages: Influence of Tram way  62% plan to use the tram regularly and stop coming by car.  72% of the people not permanently at CERN will stop coming by car.  48% of the people permanently at CERN will stop coming by car.  33% of the staff will stop coming by car. If this is not only a wish but a reality the transport needs will increase

21. Transport - ACTIONS SHORT TERM  Study of new timetable (enlarged) for the regular shuttle (reducing taxi shuttle).  Negotiate Corporate rates for cars at the airport.  Negotiate the arrival of bus 28 to CERN.  Study the extended opening of the French gate. FUTURE PLANS  Study new model on the use of bicycles and cars.  Safe passage on the frontier for bicycles.  Study Electrical cars and bikes.  Study the availability of showers of the hostel.

22. INFRASTRUCTURE

23. Key messages: Infrastructure  50% of the people encountered difficulties in finding a conference room.  The problem concerns mainly the small rooms missing teleconference equipment.  65% of the people are satisfied with their office. There is a clear and obvious correlation with how many people are assigned to the office (even more than 50)!  The main remarks on the infrastructure concern chairs, lighting, heating, WiFi, and space.  579 people answered that it will be useful to have lockers in the Main building!

24. Key messages: Infrastructure - Restaurants  Restaurant 1 needs additional seating places.  Restaurant 2 needs to improve the quality of the food.  Restaurant 3 needs to improve the quality of the food. Prices of food outside the “menu” are too high. Need to improve the infrastructure very, very soon!

25. Infrastructure - ACTIONS SHORT TERM  Restaurant 1 - In progress (ready in summer 2010).  Restaurant 3 – Study of a fast interim solution.  Purchase of new chairs.  Evaluation of stable Wi-Fi everywhere.  Lockers close to Restaurant 1.  Map with conference rooms available at CERN. FUTURE PLANS  Equip more conference rooms with video projector and teleconferencing facilities.

26. HELP IN EVERYDAY LIFE

27. Key messages: Help in everyday life  19% of the people need childcare facilities Information is missing  Only 45% know the “maman de jour” and “assistante maternelle”  Only 21% know the entry conditions for Kindergartens in Switzerland  From the comments more than the “mother and child” area (breastfeeding), what should be organized is a parent area to change, feed & make sleep the kids  Only 7% of the people had problems obtaining a Visa. Mainly nationals from USA and Canada  85% consider that an expert providing information BEFORE travel to CERN would be helpful  97% consider that would be useful to have detailed information on the web

28. Key messages: Help in everyday life  Only 57% of the people know the e-mail Users.Office@cern.ch. Considering only the Users that have answered this question the % is 65%.Users.Office@cern.ch  31% of the people consider that the information in the Users’ Office was too limited or inaccurate. Mainly :Information not updated (accommodation, visa, taxes, maps of the local area and living cost).  To the question of what kind of support is needed for people arriving for longer periods at CERN, the ranking of priorities are:  A central point where information and advice is easily obtainable (49%)  Installation service offering more detailed information & support (24%)  Integration for users and family members (14%)  Help with health insurance (12%)  76 % of the people consider that CERN should provide users with help on their health insurance.  79 % see a need for a “general purpose information office” to provide information and help with all types of problems.

29. Help in everyday life - ACTIONS SHORT TERM  Brochure on childcare in the region.  Brochure on education in the region with comparison of the education path.  Brochure for newcomers. FUTURE PLANS  General office for CERNOis (and not for Users, staff …) – Help Desk.

30. COMPLEMENTARY INFORMATION

31. POPULATION

32. Age & Sex

33. Position

34. Answers by country

35. PRIORITIES

36. 36 Priorities

37. ACCOMMODATION

38. Key messages: Accommodation Acceptance of bookings? Shared views but 43% in favor of no restrictions

39. Key messages: Accommodation Information on availability of hotels in the neighborhood – if an additional web page containing information, links, telephone numbers, etc. were available, would you use it? YES

40. TRANSPORT

41. Key messages: Transport If you are in favor of a time limit, how long do you think it should be (in hours)?

42. Key messages: Transport Do you see a need to place a limit on the amount of time for which a car can be kept? In both cases it is seen as natural to set a limitation on the time to be used the car

43. Key messages: Transport If the limit is exceeded?

44. Key messages: Transport Timetable? Every hour and to coincide with shift (a strong % consider both at the same time)

45. Key Suggestions: Transport  Corporate rates for car rental at the airport  Consider the electrical bicycles and cars  Include service for lunch, evenings (after 17:30) and weekends (shuttle)  Drivers able to communicate in English  Improve the communication means in the car (noise in the telephone)  Why not to request that bus 28 has CERN as its last stop?  Improve buses to France (Y, F)  Longer opening of the France gate  Bicycle roads inside CERN and along the path to Prevessin  Safe passage on the frontier for bicycles  CERN on foot yes, but showers shall be available for those walking, biking or doing sport  Possibility to use the showers in the hostels? (for those biking, doing sport )

46. INFRASTRUCTURE

47. Key messages: Infrastructure  During the big experiments collaboration meetings the problem increases but is not the only reason. There are some areas specifically problematic (Building 40)  85% of the people know INDICO. 67% use it  64% answer that the majority of people in their office use their own laptops.  Only 9% considers the cleaning is inadequate or bad. The level of cleaning (even if it is considered as poor) is accepted, but and extra effort on the bathrooms is requested.  Only 20% of the people have heard of the burotel but half of them are not interested by the initiative.

48. Key messages: Infrastructure  For people far from building 40 the main point would be to improve the coffee facilities (maybe the CERN alternative to the meeting rooms?)  40% of the people in building 40 will never agree to move.  The facilities that could make less central locations more attractive are: A good cafeteria, more meeting rooms, ATMs and less dense offices (less noise too)

49. Key Suggestions: Infrastructure  Increase the number of small conference room with teleconference/ telephone/ microphones, projectors and EVO facilities  New chairs  Review the lighting (not enough to work correctly)  Heating (too hot - too cold)  WiFi better and everywhere so that people can use all spaces to work also if there is no plug  Space, better allocation of offices  Improvement of the technical conditions of the toilets (urgent!)

50. HELP IN EVERYDAY LIFE

51. Key messages: Help in everyday life  Less than 100 people use the screened-off area in the restaurant. They correspond to ~30% of the people needing childcare facilities  Only 7% of the people had problems obtaining a Visa. Mainly nationals from USA and Canada  Only 3% of the people answering the question uses the Users Office regularly, 63% occasionally and 34% only just after the arrival. This question was filled by 70% of the users  31% of the people consider that the information in the Users’ Office was too limited or inaccurate. Mainly on the points:  Information not updated (accommodation, visa, taxes, maps of the local area and living cost)

52. Key messages: Help in everyday life  94% of the people knows the staff Association clubs, 80% is member of one of them and 71% consider important this kind of activity  To the question what kind of support is needed for people arriving for longer periods at CERN, the ranking of priorities are:  A central point where information and advice is easily obtainable (49%)  Installation service offering more detailed information & support (24%)  Integration for users and family members (14%)  Help with health insurance (12%)  76 % of the people considers that CERN should provide users with help on their health insurance  79 % see a need for a “general purpose information office” to provide information and help with all types of problems

53. Key Suggestions: Help in everyday life  List of babysitters and “trusted” persons taking care of kids for a few days/weeks  Flexibility for short term on the CERN kindergarten (Wednesdays, non CERN holidays, strikes, …)  Afterschool facilities  Information on summer camps, activities …  Need of more information, advice, sharing of experience for the education of children (difference between CH, FR and International education)  health care, insurance  Help on getting a correct insurance for non employees  Assistance with finding solution at reasonable price  Extended opening hours of Uniqa  Create an office for information and help  This could be an extension of the mandate of the Users Office  It could be localized in build.33, reception

54. Key Suggestions: Help in everyday life main issues for the general purpose information office:  housing, information, help in contact (language, rules, insurance, taxes)  information about status, rules, restrictions...  Legal advice (taxes, housing, working for family members, …) forms of activity:  availability full time with telephone line or/and mailing list with information, twiki pages, “how to” service, …  brochure for visitors with compendium of useful information (web page with the same). Welcome package for newcomers with all detailed info. (shops, opening hours, housing …)

55. Key Suggestions: Help in everyday life Main problems people have:  Installation in France in general (ex. case of 6 weeks to get electricity connection)  Telephone and internet (above 10 votes with detailed stories)  Internet (both France and Switzerland)  Work for family members, forum to share experience  Attestation de function – requested, not existing any more INFORMATION:  Support for searching housing  Specialized person giving advice, helping to communicate (French)  Web information  Need of a Visa information service (web). Visa – very long waiting time, especially for family members, Schengen make things more difficult  Dedicated service for installation  Health care: list of specialists, language,  Pre-registration before arrival  Option to e-mail documents, make a check (before coming to CERN)

56. Key Suggestions: Help in everyday life Main problems people have:  Work opportunities for family and working conditions  French documents is very slow (cards, registration …) OTHER SUGGESTIONS:  Supermarket at CERN  Ombudsman post

57. DISCUSSION FORUM

58. Key messages: Discussion forum  70% is in favor of an e-mail box for suggestions/information and will use it  Only 57% of the people knows the e-mail Users.Office@cern.ch. Considering only the Users that have answered this question the % is of 65%Users.Office@cern.ch

59. OTHER POINTS

60. Key messages: Other  Safety problems, observations:  safety of walking/biking people at CERN including road to Prevessin  bicycle passage through the customs  dosimeters (availability and time to return)