1

Survey of all CERN USERS and MEMBERS OF THE PERSONNEL

(CERNois)

May 2009

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

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.

PRIORITIES

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. bicycles8. shuttle9. cheap accommodation10. child care

Priorities

ACCOMMODATION

Key messages: AccommodationShould it be possible to make all bookings on the website? YES

Key messages: AccommodationDo you think that the number of hostel places is sufficient? NO

0

200

400

600

800

1000

1200

No Yes

Key messages: AccommodationWhich 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

Do you consider that more accommodation is needed? Indicate which kind: Total: 1283 Yes No

a) more rooms at the same price (58 CHF) and offering the same standard of comfort 73% 10%b) more comfortable rooms 18% 46%c) more basic and cheaper rooms (below 40 CHF) 57% 20% If you consider that cheaper accommodation is needed would you consider: Total: 966 Yes No

a) The present rooms with a reduction of services (no daily cleaning or new towels, etc.) 76% 14%b) Shared rooms 17% 60%c) “youth hostel” style accommodation, possibly shared with local (non-CERN) users 24% 53%d) Accommodation farther from CERN 36% 41%

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 35o Nearly half of them PhD studentso For 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. o 25 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 …).

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

Accommodation - ACTIONS

SHORT TERMImplement 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 PLANSCreation of a new hotel (students).

TRANSPORT

Key messages: TransportWhich of the following is needed? Transport on site for all and also to the accommodation for Users

Which of the following is needed? Yes No1.a) transport between CERN sites during office hours 74% 7%1.b) transport to and from accommodation 55% 16%1.c) transport to local shopping centres 32% 34%The idea of a new kind of car pool is under consideration, whereby cars would be available for collection from a few locations on the CERN site for return to the same or another collection point after use (limited to a few hours). If it were implemented: Total: 1448

Yes No

Would you use it? 71% 16%Would it be a good alternative to the presently available “group car”? 52% 18%Would it improve your mobility during your stay at CERN? 64% 14%

The “mobility car sharing” model is supported by all but even more strongly supported among non staff

Key messages: Transport

No, 30%

Yes, 70%

No, 12%

Yes, 88%

0%

20%

40%

60%

80%

100%

% staff % non staff

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

Key messages: TransportDo 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

No, 69%

Yes, 31%

No, 14%

Yes, 86%

0%

20%

40%

60%

80%

100%

% staff % non staff

Key messages: TransportDestination of the shuttle service

Prevessin24%

ATLAS4%

CMS13%ALICE

3%

Airport40%

St.Genis10%

Other5%

LHC1%

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 timeBut, 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.

Taxi-type shuttle service (available by calling 76969 during working hours) Total: 1599 Yes No8.a) do you know about this service? 58% 41%8.b) do you use it? 34% 48%8.c) if you use it, do you think the waiting time is too long? 6% 28%8.d) if you use it, does it meet your needs? 29% 6%

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!

Needed for making exercise: Total: 1173 Number %Publicity/organization of fitness classes 519 16%Make more showers available 967 30%Provide changing rooms 888 28%Provide indoor facilities for exercise during the winter 827 26%

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

If you come by tram in the future, would you need internal transport? Number %inside CERN 489 35%to Prevessin 366 26%to the LHC experiment 439 31%other 110 8%

Transport - ACTIONS

SHORT TERMStudy 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 .

INFRASTRUCTURE

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!

Size of the room (encountering difficulties to find) Number %up to 20 seats 496 55%20-50 seats 294 33%50-100 seats 59 7%more than 100 seats 50 6%

Key messages: Infrastructure - RestaurantsRestaurant 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!

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.

HELP IN EVERYDAY LIFE

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

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%.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.

Help in everyday life - ACTIONS

SHORT TERMBrochure on childcare in the region.Brochure on education in the region with comparison of the education path.Brochure for newcomers.

FUTURE PLANSGeneral office for CERNOis (and not for Users, staff …) – Help Desk.

COMPLEMENTARY INFORMATION

POPULATION

Age & SexFemale

21%

Male79%

24-3548%

36-5034%

51-6514%

over 652%

under 232%

Position

CERN staff member23%

Lecturer5%

Other16%

Post-doc (fellow)18%

Student (incl.PhD)24%

Professor14%

0 50 100 150 200 250 300

OTHERSBGGECNHU

ILTRBRIN

ROSKDKJPFI

CANOCZSEPTATBEGRNLCHRUPLES

GBUSFRIT

DE

Answers by country

PRIORITIES

36

Prioritiesimportant points for CERNois % error (%) Ranking first

priorityRanking weighted

accommodation (more places) on the CERN site 28.8% 1.5% 1 1better restaurant services (including space) 10.7% 0.9% 2 2improvement of general infrastructure 9.3% 0.8% 3 4more office space in general 7.8% 0.7% 4 3childcare initiative (in the broad sense) 6.2% 0.6% 5 10cheap accommodation (below 40 CHF) 5.9% 0.6% 6 9make CERN “greener” – energy saving 5.7% 0.6% 7 6office space close to Bldg. 40 4.7% 0.6% 8 11easier reservation system (electronic) for the hostel and clear priorities 4.2% 0.5% 9 5shuttle service to Prévessin and exp. points – frequency and timetable 3.4% 0.5% 10 8accommodation outside the CERN site 2.5% 0.4% 11 14bicycles available for collection/return at several points 2.0% 0.4% 12 7safety and security issues 1.8% 0.3% 13 18car pool providing users with CERN cars (car sharing system) 1.7% 0.3% 14 12improve computing facilities 1.4% 0.3% 15 17opening hours and availability of services (dosimeters, training, library, etc.) 1.3% 0.3% 16 15short-term office space 0.9% 0.2% 17 16possibility to use CERN cars to and from accommodation or shopping centres 0.7% 0.2% 18 13more help for non-EU users in obtaining a visa for the Host States 0.6% 0.2% 19 20availability of kitchen facilities in the hostel (for those who want to use them?) 0.4% 0.2% 20 19help for the disabled 0.1% 0.1% 21 21

ACCOMMODATION

Key messages: AccommodationAcceptance of bookings? Shared views but 43% in favor of no restrictions

0

100

200

300

400

500

600

30 days before arrival 45 days before arrival 60 days before arrival no restrictions, firstcome first served

CERN staff member Lecturer

Other Post-doc (fellow)

Professor Student (incl.PhD)

(blank) Grand Total

Key messages: AccommodationInformation 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

0

200

400

600

800

1000

1200

No Yes

TRANSPORT

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

37%

25% 25%

21%

25%

36%

13%12%

1%

6%

0%

5%

10%

15%

20%

25%

30%

35%

40%

From 1 to 4 From 5 to 8 From 8 to 24 From 24 to 72 more than 72

% staff

% non staff

Key messages: TransportDo 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

No, 29%

Yes, 71%

No, 35%

Yes, 65%

0%10%20%30%40%50%60%70%80%

% staff % non staff

Key messages: Transport If the limit is exceeded?

If the limit is exceeded, would you suggest: %charging an additional fee? 54%placing people/groups who fail to comply with the rules on a blacklist? 19%

charging an additional fee?; placing people/groups who fail to comply with the rules on a blacklist? 12%setting an absolute limit and blocking the card if it is exceeded? 7%charging an additional fee?; setting an absolute limit and blocking the card if it is exceeded?; placing people/groups who fail to comply with the rules on a blacklist? 5%charging an additional fee?; setting an absolute limit and blocking the card if it is exceeded? 3%setting an absolute limit and blocking the card if it is exceeded?; placing people/groups who fail to comply with the rules on a blacklist? 2%

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

every hour 8.00-18.0040%every 2 hours 8.00-

18.0013%

3 times a day 9.00, 13.00, 17.30

3%

4 times a day: 9.00, 12.00, 14.00, 18.00

13%

to coincide with shift times

31%

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 )

INFRASTRUCTURE

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.

Key messages: InfrastructureFor 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)

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!)

HELP IN EVERYDAY LIFE

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)

Key messages: Help in everyday life94% 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

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

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 …)

Key Suggestions: Help in everyday lifeMain 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)

Key Suggestions: Help in everyday lifeMain problems people have: Work opportunities for family and working conditions French documents is very slow (cards, registration …)

OTHER SUGGESTIONS: Supermarket at CERN Ombudsman post

DISCUSSION FORUM

Key messages: Discussion forumWhat do you think of the idea of creating a discussion forum for people who would like to put forward ideas for improvements/ changes and discuss them with others? Total: 1481

Number %

Good Idea 773 52%Good idea: I would be interested 205 14%No opinion 462 31%Bad idea 41 3%

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%

OTHER POINTS

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)