User Support and Experience Project (USEP)

Introduction

The CERN Strategy 2026-2030 identifies enhanced support for CERN’s Users as a strategic objective under Pillar 3 “Delivering value for CERN’s stakeholders”, specifically Aim 10 “Enhance support for CERN’s Users”. The strategy recognises that Long Shutdown 3 (LS3) will represent the largest challenge faced by the ATLAS and CMS collaborations since the construction of the original detectors and highlights the need to further increase the attractiveness of CERN to visiting Users.

The User Support and Experience Programme (USEP) provides a lightweight cross-departmental framework to coordinate and prioritise initiatives that improve the experience of CERN Users, particularly during LS3, while delivering sustainable long-term improvements.

The programme builds on contributions from multiple departments and services and promotes a user-centred approach to the development and delivery of CERN services.

Mandate

USEP provides strategic oversight and prioritisation of initiatives that improve the CERN User experience.

The programme will:

  • Support the implementation of CERN Strategy Aim 10
  • Identify and prioritise improvements based on User needs, operational and budget constraints
  • Coordinate actions involving multiple departments and service providers
  • Deliver tangible, short-term enhancements during LS3 and beyond
  • Monitor progress through agreed Key Performance Indicators (KPIs)
  • Maintain transparency on priorities, decisions and implementation status

USEP does not replace the operational responsibility of service providers, which remains within the relevant departments and groups.

Scope

USEP focuses on enhancing the overall experience of all Associated Members of the Personnel (MPAs), as defined in Administrative Circular No. 11, who have a declared on-site presence of at least 5%.

The programme covers services, infrastructure, processes and operational arrangements that directly affect Users’ ability to work efficiently and effectively at CERN.

A dedicated budget has been allocated for the years 2026-2029 to ensure the availability of the resources required to implement and sustain the programme.