SMB Service Status 117 th ACCU Meeting Tuesday

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

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

Agenda • Service Report • Service Desk and Telephone Exchange: New contract • Hotel:

Agenda • Service Report • Service Desk and Telephone Exchange: New contract • Hotel: Tuning of booking rules, Update on B 38 • Project Update • Place Particules, Prevessin Roundabout, Tram, etc…. • ‘Other’ Pending issues • Small Parcels, • EU citizens driving Swiss cars

Service Report Number of Request tickets remains significant Summer holiday's effect more significant then

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

Your Feedback Matters Feedback on ~10% of all “human” tickets 2. 6 % negative

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

Service Desk • New contractor from 1 th of April 2017 • Switchboard (76111)

Service Desk • New contractor from 1 th 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

Hotel • Summer (students) period passed without any significant incidents. • B 38 consolidation

Hotel • Summer (students) period passed without any significant incidents. • B 38 consolidation plan awaiting results safety audit. (gap analysis between current state, and compliance with regulations). • Waiting. List; 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.

Hotel: Some stats • • Hotel better filled possibly due to the fact that

Hotel: Some stats • • 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 Occupation rate Meyrin for June Thru September

Projects Prevessin Crossing • Phase 1 started early May, stopped shortly after awaiting clarifications

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 9 th of October 5 Months delay • Changes in networks 10 12 2017 • Civil engineering&road works Early 2018 • Installation traffic lights March/April 2018 • Follow developments on service portal / news Place des Particules; work in progress…….

Green plates • A new more efficient and paperless process is being implemented by

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 18 th of September The Sous Prefecture de Gex anticipated and stopped treating files on the 4 th of September.

Green plates • The new informatics system (DEFI) is planned to become operational •

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’).

DR AF T Green Plates

DR AF T Green Plates

Green plates; installation service • The installation service will assist the users in •

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.

Many thanks for your attention!

Many thanks for your attention!