Service Management Status 107 th ACCU Meeting 10 March 2015

Agenda Service Report Update on projects New projects: Medical emergencies Merge of PH and CERN car pools Miscellaneous

Service Report Service Management System: - Throughput > 250k / Year - ‘Backlog’ ~ Capacity ~ / Month - No formal complaints

Surveys During last 120 days 1,594 surveys sent 460 completed or ~29% ~3.85 (max 4)

Feedback During last 120 days 808 times feedback received We resolved > tickets during that period

Hotel renovation & capacity Works progress according plan 36 rooms (41 beds) should be available mid June 36 remaining rooms end august Capacity issues current status: 70 extra students for school of Physics (15 days only until 3rd of July) 30 students are housed outside (business park) Currently reservations difficult, more visibility mid April; please use the waiting list… Some extra single rooms have been created (replacing some TV rooms)

Accident prone areas Bicycle path Prevessin, confirmed for ‘this year’ Accident prone areas; Route Feynman Blocked as no budget allocated at this point in time.

Library Library upgrade No progress in liberating the space. It does not look like the target of Q will be met.

Others Place des Particules No start date fixed; certainly not spring Globe Renovation Proceeds according plan Route around building 107 Was opened Jan 2015 as planned

Impact budget cut Shuttle Service: accepted, flyer produced for better communication Cleaning Service: no strong complaints Water bottle distribution: being implemented gradually Library Service: few complaints, but manageable For the announced cut of ‘web of science’; we are looking into other options; In June we’ll hopefully be able to announce we can continue for one more year.

Emergency care; CERN & HUG CERN Medical Service  A co-operation agreement between CERN and HUG has been approved in FC of December (and formally signed last week)  Operations are scheduled to start in May 2015 (building work is in progress)  Objective: build a lasting CERN-HUG co-operation in emergency care Benefits for people at CERN: Experienced Swiss medical emergency doctor on the CERN site (7-19h working days) Improved emergency call handling (‘triangulation’), training, interventions What does it mean: 1.A ‘SMUR’ (SMUR rive droite) will be located near building 57: B66 2.Management of the medical emergency calls will be improved via the 144 call center (‘triangulation’ with cern firebrigade 74444) 3.Advanced training in emergency care will be provided by the HUG at CERN (for fire brigade and medical service staff) Veronique Fassnacht (project lead) will present the project in the next ACCU SMUR = Service Mobile d'Urgence et de Réanimation HUG = Hôpitaux Universitaires de Genève

PH-CERN Car pool merge Benefits Better use of resources (synergies) Single point of contact for ALL services Recommendation of Internal Audit Administrative merge taken place 1/1/2015 Physical merge: work in progress.. No changes before June

Hotel Power plug adapters and hair dryers at Hotel reception Adapters and hair dryers have been available at the hotel reception for over three years Adapters are borrowed against a guarantee of 10 CHF Hair dryers are borrowed against a guarantee of 30 CHF The adapter service is used ca. tree times per day The hair dryer service is used ca. once a month As this service is apparently not known it will be more clearly advertised at the hotel reception and on the relevant web pages. A request for shoe cleaning machine(s) is under review Hotel actions:

Hotel Hotel actions (continued) Has already positive impact on number of no shows

Gaz bottle returns Contract change on 1 st of April Rental fees will be recharged 6 months after end of contract for non returned cylinders and racks (as of end September) GS-IS will contact users based on tracking information (in place since 2011) Rental fees will be 40 cents per day for cylinders and 4.80 CHF per day for racks. (resp 12CHF and 144CHF / month) So think of returning your Cylinders and Racks.. it can become costly not doing so.

Bat 55 (registration service) before After

Bat 55 (Queue management)

Many thanks for your attention!