Users' Office Update

End-of-Run Survey Comments

July 8, 2009

Kathleen Nasta
NSLS User Administrator
nasta@bnl.gov

Archives:
July 2009
December 2008

As outlined in our December 2008 issue of NSLS eNews, we would like to share some of the comments received through our End-Of-Run Surveys, which many users take the time to fill out after an experimental run. We appreciate this feedback and try to use it for continually improving NSLS operations, procedures, and support. Please continue to feel free to contact Kathleen Nasta for questions, clarification, or to share suggestions to enhance the user experience.

The comments provided here cover the time period of February 2009 through May 2009.

Machine and Beamline Operations

One user stated that despite receiving an allocation for beam time, the time could not be scheduled due to technical problems at the beamline. It was felt that more could be done to communicate particular situations like these to users and to coordinate the use of beam time more efficiently. Another user stated more generally that he/she would like to see better communication of operational problems.

Response: After reading this comment, the beamline scientist contacted this user and was able to work out a resolution to the specific problem. It is important that we receive this feedback via the End-of-Run form. We have issued a reminder to beamline staff to notify users of potential problems with beamline equipment.

One user suggested that the single best thing the NSLS could do for users would be to put in place a beam-status notification system that would call a list of phone numbers in the case of an unexpected change in ring status.

Response: The NSLS uses several different methods for disseminating information to our users. Information regarding current operating conditions is displayed on several channels of the NSLS close-circuit TV system. Each ring has three channels dedicated to showing ring status that is updated approximately every second, beam current for the past 12 to 24 hours, and a ring schedule that covers the next one to two weeks of scheduled activities. Channel 2 shows information regarding any problems or other changes to operating conditions for the entire facility. This channel is updated as needed. In addition to the TV system, our operators use the NSLS PA system to alert users to any special conditions or problems that are or will be occurring. Finally, our user liaison, Steve Ehrlich, also is a source of information. He invites all users to attend a weekly meeting at which users receive information regarding operations or any other user-related issues. The information shown on the TV system is repeated on the web along with more information about active beamlines as well as a one-week beam current history. This website is available to anyone inside or outside of the BNL network. The link to this website is available off of the main NSLS page. At this time, we have no further plans for alternate methods of communicating this information.

Three users expressed that they felt the NSLS needs additional staff as well as access to an area detector.

Response: Within budget limitations, we are trying to increase overall beamline support. The recent award of stimulus funding will allow us to purchase several area detectors.

Equipment and Computer Problems

One person who was at the NSLS on a weekend was not able to connect to the internet from his/her personal laptop and there were no weekend NSLS staff members available to help.

Response: It is correct that the NSLS does not have 24-hour, 7-days-a-week (24/7) Information Technology (IT) support locally. Users can contact the Brookhaven National Laboratory IT group at 631-344-5522 for support 24/7.

One user stated the need for modifications to software at a particular beamline.

Response: This was a recognized issue at the beamline Efforts are under way to improve convenience of the current "old" system for users, and pending funding proposals include provisions to replace the beamline software with an entirely new system.

One user would like a better microscope to visualize small crystals.

Response: One of the beamline scientists at a nearby beamline did have one. The user is encouraged to ask either the local contact or beamline spokesperson if alternate equipment is needed.

Machine Operating Time

There were various comments both complimenting the amount of operations time and complaining about beam dumps.

Response: Each of these comments was communicated to Operations management separately. They are continuing to find ways to improve the amount of operations time available. As of June 1, the machine reliability for fiscal year (FY) 2009 is excellent: 99 percent for VUV & 96.7 percent for X-Ray.

Training

One user stated "there is a need for a more streamlined approach to some training aspects which highlight critical items and real-time hazards."

Response: Staff did not feel there was enough information provided here to answer this, and the submitter wished to remain anonymous. We encourage this user and other users who share a similar concern to contact NSLS User Administration Office.

User Site Access, Badges, Access Off Hours

One complaint was received that it seems that either the badge or the appointment expires on rapid time scales, so that one or the other needs to be renewed at every visit.

Response: Most user appointments are set for two years. Under new Department of Energy (DOE) regulations, we are required to end an appointment according to a visa or passport end date, which can be shorter. Most user training is also set for two years, but certain training courses expire after one year (cyber security the most often occurring). It's difficult to match training expirations with appointment dates as many users will not come to the site on the exact start date of their appointment, and will not take the necessary training courses until the day they plan to arrive.

One user felt the procedures in place to sign the User Agreement prior to starting work were not being implemented properly and caused confusion and time delays.

Response: DOE recently approved new User Agreements, which are to replace the current agreements within a little longer than a year. New procedures are now in place and in fact, were announced by the Guest, User, Visitor (GUV) Center on June 3, 2009, in a message to all users. We are working with the GUV Center to streamline the implementation of these agreements.

Proposals and Invoices

One user suggested that the regular proposal should be valid for more than the current, 2-year period.

Response: We have passed this suggestion on to NSLS management for consideration. It should be noted that most users request a shorter period.

One user said that the NSLS should abolish 2-year proposals for MX/PX users.

Response: Most techniques for general users now have the choice to submit Rapid Access proposals as well as regular proposals, MX/PX users included. A Rapid Access proposal choice is available within PASS, and beam time can generally be scheduled within 2 weeks upon submission. Regular 2-year proposals are still available as well for those users who may wish to preplan.

One user had complaints about the appearance of the invoice for proprietary work - that the line items do not make sense.

Response: This issue has the attention of NSLS management, and we have been working with the BNL Fiscal Department on this. Improvements have been made recently, but we are continuing to request changes. In the meantime, please contact NSLS User Administration if you would like a copy of the hourly report as backup to the invoice.

Quality of Life

A few users stated that they would like to see more easily accessible information how to ship samples and chemicals back to home institutions. Finding someone to tell them how to return was not easy.

Response: We have just reviewed and updated shipping procedures. See our webpage, under "shipping." This information also was recently transmitted to all users via email. Please note that NSLS Information, Outreach, and User Administration Office is available for any user questions.

One user stated that we need to build modern dormitory buildings for housing.

Response: The NSLS has been working with BNL Housing on an ongoing basis to make concerns about housing quality known. Housing has had a limited budget and has initiated upgrades whenever possible. At the present time, discussions are ongoing regarding building new facilities for housing, particularly when NSLS-II comes online.

One user said that some experimental areas were too warm, and better air flow and conditioning was needed.

Response: At the time of this comment, we had experienced a few extra warm days. It was a little early in the year for the temperatures to be so warm. The heating ventilation air-conditioning (HVAC) units were still in the winter mode, although work was in progress to switch to the summer mode. This is a complicated process covering several independent systems that take a few days each to change. It is always a hard guess to determine when to switch the systems since the weather is so unpredictable.

One user would like us to advertise, in a more obvious place (like the page with the steps on how to get to the NSLS), a page where you can check what you've done or need to do for site access (training outstanding, need for visa, etc.).

Response: Currently, there is a BNL initiative to create a "my space" page for all users and guests so they can verify precisely this information.

One user needed to carry a heavy liquid Dewar by hand to the beamline and felt there was no obvious sign for a cart or other transportation tool.

Response: Most beamlines as well as the NSLS Stockroom have various types of carts available for use. There also are small Dewars of various sizes that have wheels just for this purpose. Visiting users should contact the beamline staff for items like this.