1. Service Management Status 102 th ACCU Meeting 04 December 2013

2. Agenda Service Level Report and Miscellaneous News Hotel reservation system overview (Presentation by software specialists) The CERN Library

3. Service Reporting Reminder: we have Service Portal (single point of contact) Service Status Board (news and information on service changes and interruptions planned and unplanned) Feedback (is actively followed up) Complaints process (no complaints received during last period)

4. Service Reporting > 180000 requests and incidents processed to date in 2013 Backlog (snapshot of work that remains to be done) stable/improving ~4000 tickets resolved per week, with backlog of ~5000

5. CERN Hotel Occupancy rate evolution Jan Feb Mar Apr May June Aug SeptOct Nov Dec July 200820092010201120122013 Occupancy Rates in % 72.5% (Source Betisoft) 73.5% (Source Fidelio as from July 2009) 76% (Source Fidelio) 74% (Source Fidelio) 80.43% (Source Fidelio) Forecast 73%

6. Mobility 1. In 2012 110’000 passengers were transported, i.e. an increase of 18% compared to 2011. 2. 2013 forecast :100’000 persons.

7. Soft mobility update Bicycle path meyrin-prevessin: no news, ‘Work should start in 2014 with hope to finish later in the year, but depending on the available budget of the local authorities.’ Bicycle entrance close to the Swiss/French customs : no news, ‘CERN has prepared all technical solutions and CERN would be ready to start construction but discussions with the Swiss and French authorities are difficult. No time estimate can be given..’ New bicycle entrances Prevessin site : One new entrance planned soon for people and bicycles (equal to the one at entrance C) close to building 864, « route du Maroc ». Plusses: proximity to Prévessin, its cycling paths and the bus stop of the TPG line “O Second new entrance considered for ‘later’ A third entrance for people and bicycles close to ‘dechetterie’ is also considered, but not budgeted (so no date as yet).

8. TPG some minor changes next week http://www.tpg.ch/web/10162/540 And tram 18 continues to Carouge as of mid 2014

9. Heating startup

10. Many thanks for your attention!