United States
        Environmental Protection
        Agency
EPA 420-B-94-002
   April, 1994
        Air
vvEPA  Supplemental  Guidance  for
        I/M  Programs:
        Hot Line  Services

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SUPPLEMENTAL GUIDANCE FOR
        I/M  PROGRAMS:

     HOT LINE SERVICES
            April 1994
   Emission Planning and Strategies Division
         Office of Mobile Sources
        Office of Air and Radiation
     U.S.  Environmental Protection Agency

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                        TABLE  OF  CONTENTS

PREFACE

                                                            Page
1 .0     REGULATORY REQUIREMENTS                              1

2 .0     MINIMUM HOT LINE CAPABILITIES THAT MEET  REGULATORY  1
        REQUIREMENTS

3.0     OPTIONS FOR HOT LINE MANAGEMENT                      2

4.0     REPAIR SUPPORT ENHANCEMENTS                          5

5.0     GUIDELINES FOR SELECTING COMMERCIAL HOT  LINES
5.1     Guidelines for Enhanced I/M Areas                    6
5.2     Guidelines for Basic I/M Areas                       8
5.3     Enhanced Capabilities                                8

APPENDIX 1:  BIBLIOGRAPHY OF COMMERCIAL  HOT LINE            9
             SERVICES

APPENDIX 2:  OTHER PRODUCT INFORMATION HOT  LINE             12
             SERVICES

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                             PREFACE

     This document  is  intended  as  a resource for state and  local
Inspection and Maintenance  (I/M) planners and administrators.   It
provides  guidance  regarding the  hot  line service  requirement
outlined in 40 CFR 51.369(a) (2)  of the I/M program regulation.

     The  provision for a  hot  line  service is  required  in both
basic and enhanced  I/M areas.   It  is required in basic I/M  areas
by 1994  (January 1,  1994  for decentralized programs  or  July  1,
1994 for centralized programs.)   It  is  required by January  1, 1995
in enhanced  I/M  programs.    The program  agency is  required  to
provide a  hot line that will:  1)  assist  repair technicians with
specific repair problems,  2)  answer  technical questions that  arise
in the  repair process,  and 3)   answer  questions related  to the
legal  requirements  of  state  and   federal  law  with regard   to
emission  control  device tampering,   engine  switching,  or  similar
issues.

     A draft of this hot line guidance,  dated January  3, 1994, was
circulated to  various  state and industry organizations including
hot line  services.   Comments from  EPA reviewers, state agencies,
industry   organizations,   and  the  hot  line  services  were
incorporated  as  appropriate in this  version.   The regulatory
requirements   are  discussed,   followed   by minimum  hot  line
capabilities  that meet  the  three requirements  of the rule.  This
is  followed  by  various options for implementation by  a state
program agency.   Also presented are enhancements,  some  of which
states are considering, in addition  to  the minimum requirements  to
further  assist  the  repair technician.    This  is  followed   by
guidelines  state  agencies can   consider  for   selection   or
development  of  a  hot  line  service.    Also provided are  some
possible  hot   line  enhancements.    A  bibliography  of  available
commercial hot line services  is  also  provided.

     Although this guidance document has not been released  in time
for  states  to  prepare their final SIPs,  it  will  be useful   in
developing those  programs required  by regulation to support the
"M" side of I/M;  in this case,  a hot line service in  support of a
basic or  enhanced I/M program.   Subsequently,  the  information  in
this  document will be incorporated  into  a  revision of the draft
March 24, 1993 QMS document titled,  "Supplemental Guidance  for I/M
Programs:  Vehicle  Repair,  Technician Training and  Certification,
and  Repair Shop  Tracking."    Also  included will  be a   revised
version of the "Performance Monitoring  Guidance," a  draft of which
was  released  by this office in  December  1993.   Comments  on this
document are welcome and should  be directed to:

               Pamela J. Brodowicz  (EPSD/TSB)
               U.S. Environmental Protection Agency
               National Vehicle  and  Fuels  Emissions  Lab
                2565 Plymouth Road
               Ann Arbor, MI  48105
               Fax:  (313)668-4368

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                                -1-
1.0   REGULATORY  REQUIREMENTS

     Section  51.369(a)(2)  of  the  Inspection/Maintenance  Program
Requirements  published  November 5,  1992  in the Federal  Register
states:

     "The  (oversight) agency  shall provide a hot line  service  to
assist  repair technicians with  specific  repair problems,  answer
technical  questions that  arise in  the repair process,  and  answer
questions  related to  the  legal requirements of state and  federal
law  with  regard  to  emission control  device  tampering,   engine
switching,  or similar  issues".

     In essence, this regulatory language  contains  three  distinct
service areas that a program agency is required to provide  through
a hot line. These three  areas  are:

     (1)  provide specific repair advice,
     (2)  provide technical information during the repair  process,
          and
     (3)  respond to legal and agency policy questions on  specific
          vehicle  conditions/repair   strategy   needed  for
          compliance.

     The provision  for a  hot line  service is  required  in both
basic and  enhanced I/M areas.  This  includes the  areas  of the
country that  choose to  opt into  either the basic or  enhanced I/M
programs  if  they  seek  the  corresponding  level  of  emission
reduction credit.

     Further,  §51.369(d)   requires   that   the   SIP   (State
Implementation  Plan)  "...  include  a description of  the technical
assistance  plan to  be   implemented,  .  . . . "    The  "technical
assistance"  language  refers  to  the requirements of §51.369 (a),
which includes the hot line service requirements.

2 . 0   MINIMUM  HOT  LINK  CAPABILITIES  THAT  MEET REGULATORY
      REQUIREMENTS

     The state program agency must  provide  a hot line  service that
provides a basic level of  technical service in  order  to  assist the
technician   (or  anyone  seeking  technical  advice,   e.g.,  do-it-
yourselfers) during the repair process and  also answers the legal
and policy questions  as  they relate to specific  vehicle  conditions
and repairs.   The state may choose to contract for  some of these
services if  certain conditions,  as discussed in Section 3.0,  are
met.

     With  regard to  providing  repair  advice and  technical
information during the repair process, the  staff on this hot line
must have an understanding of the I/M test  procedures  used in that
state,  and  an  understanding  of the  basic vehicle  systems  and
components,  as  well as  a  working knowledge of how the two relate
to each other  in  order to  answer generic repair questions.  It  is

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                               -2-


not necessary  that  such a service  offer  repair advice on an  in-
depth  vehicle-specific  level  which  is  available  from  many
commercial hot line services  (e.g., "What is the voltage on  pin  9
of model xx?" as opposed to a generic  question,  "How  could  a  purge
failure  affect  IM240  emissions?").    Therefore,  the  staff of  any
technical  hot  line service  offered  under  §51.369(a) (2)  must at
least have  a general  understanding of emission repair diagnostic
procedures.

     With  regard  to  responding   to legal  and  agency  policy
questions,  the hot line staff that  is  chosen must be  familiar with
state and federal specific I/M rules,  regulations, and  policies in
regard  to  all  aspects  of  the  I/M  program  (tampering,  engine
switching policy, catalyst replacement policy,  consumer protection
policy,  location of I/M test stations, I/M cutpoints  for different
model years, waivers,  reinspection,  etc.).

     For minimum access requirements, it  is preferable,  but  not
required,   that  the  technical  hot  line  established  under
51.369(a) (2)  be  separate  from  the public  awareness  information
number  which could be established by  a state  under 51.368(a).
However, technicians   (or  others)   in  need  of  advice  during  the
repair   process  should not be made to wait while general  program
information  is disseminated.   If  a state chooses to operate only
one hot line, it must  ensure that  the  hot  line  has enough capacity
or special  routing  features  so  technicians  will not  have to wait
for repair information.

     If  the  repair  questions are  more  vehicle-specific  than
generic, hot line personnel  must  be able to refer the technician
to additional sources  of information that  could  further assist  the
technician  in  the repair  process.    At  a  minimum, hot  line
personnel  should be  prepared  to  provide  the technicians  with
general  information   summarizing   methods  to  access  available
commercial hot line services that  support  the specific  area of  the
question,  as well  as  their  general capabilities and costs.    The
section  titled,  "Guidelines for Selecting  Commercial  Hot Lines"
discussed  later in this  document  (Section  5.0)  may provide a
starting point for the states in preparing this information.

     A  state may also wish to propose alternatives  to this  basic
referral requirement,   such as referring technicians to a specific
repair manual.   However, the burden would be on the state to show
how such alternatives  would  work in practice (e.g.,  would the  hot
line  operator  have  specific  knowledge of  appropriate  repair
manuals;  where  would the  technician obtain  the  manual  if  the
technician did not have it,  etc.).

3 . 0   OPTIONS FOR  HOT  LINE  MANAGEMENT

     There  is considerable flexibility with  regard to how the rule
is administered.

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                               -3-
     Conceptually, paraphrased  areas  (1)  and  (2),  which  address
the  issues  of  providing specific  repair  advice  and technical
information during the  repair  process,  probably  have  the most
flexibility.   Some of the options available to the  states  include
the following.

     1)    The state  could operate  the  entire  repair  information
     function  itself.

     2)    The state could have a contractor handle  all the  repair
     information  hot line  functions  including  detailed  repair
     questions.

     3)    The state could provide a repair hot line that  provides
     a  basic  level  of  technical  service,  and  refers  detailed
     repair questions  to commercial  repair sevices.   With this
     approach, the referral could be:  (1)  to a specific hot line
     service  under  contract,   (2)  to  one  of  several  hot line
     services under contract,  (3)  to one or  many  hot line  services
     that meet state requirements  (but  not under  contract),  or  (4)
     any service  that  the  state has  identified  that  can  provide
     support  for  the  specific  repair  questions  asked  by  the
     technicians  (i.e.,  essentially  a  free market with  minimal
     oversight to assure  that  the  minimum  referral requirements in
     Section 2.0 are met).

     4)    The state  could turn  over  the operation  and management
     of a basic  repair hot  line to  the state I/M contractor,  and
     the contractor would  subsequently refer the  more  detailed
     questions to commercial hot line services, or

     5)    The  state  could work  in  partnership  with   an  I/M
     contractor  in  establishing and  operating a hot line  service
      (i.e., a combination of options 3 and 4 above).

     Other options  in  admininstering  the functional requirements
of the repair hot line may exist.

     Paraphrased area  (3)   of the  rule encompasses a  variety  of
services.   The  most  straightforward service  requirement  is  the
dissemination of the legal requirements and policies  of  the  I/M
program.  A more complicated service  requirement  is responding to
questions from the  service  industry that may  involve interpreting
both Federal  and State legal and policy guidelines  for individual
situations.   Interpretation of legal and policy  guidelines  may be
considered "an  inherently  governmental  function" in many  states.
As  an  aside,  Federal regulations  prohibit the Federal government
from performing  an  inherently  governmental  function   under
contract.

     EPA  feels  that a state  could  contract out  area  (3)  if  the
following conditions are  met:

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     1)   the  state  can  legally do so  (i.e., this  activity would
     not  be considered  an inherent  governmental function  under
     state law),

     2)   the  state is  comfortable  with the  contractor  making
     these decisions, and

     3)   the  hot  line  staff  that is  chosen  should be  familiar
     with state  and  federal specific I/M rules,  regulations,  and
     policies  in regard  to all aspects  of the  I/M program,  as
     discussed in Section 2.0.

     Assuming  that the above  criteria are met,  and  a state  could
contract  out  a legal/policy hot line,  EPA still recommends  that
the state program agency  itself establish  a hot  line to  answer the
questions related to the  legal  requirements  and interpretation  of
state and federal laws and  the  state  I/M  program  itself.   This  is
because  there can  be  unique  repair situations  that  do  not
conveniently  fit within   frequently  encountered legal and  policy
guidelines.   For this reason,  many  states  currently  offer hot line
services to address  such  unusual circumstances.   In  addition,  one
of the purposes  of  this  section of the I/M rule  was  to  encourage
the states to  work more  closely with  the  repair industry.   If the
state contracts out all of the interface with the repair  industry,
including the  legal  assistance, this  interface element with  the
repair industry envisioned by the regulations will be lost.

     Another reason  supporting  the recommendation that  the  state
operate the legal hot line is  because of the volume  and variety  of
state  and local  laws that  a  given hot line  service may  handle.
Because  there  currently  are  a  limited number  of commercial  hot
line services, it is reasonable to assume that  any  given hot  line
service  contracted by  a  state  will in reality  also  be supporting
many  different  states.    Unless  a  contractor  assigns  specific
personnel for  each state,  there  could be  difficulties experienced
by a contractor in becoming familiar  with  the many state  and local
laws and regulations, as  well  as the  federal laws and regulations.
This could be  particularly problematic if  the contractor  personnel
are  also providing  detailed  repair  advice.    If  the  hot  line
service  contractor is  capable  of establishing a  hot  line  service
with a dedicated legal interpreter  for each particular state,  then
the possibility  of the contractor  successfully  handling  the  legal
questions will be  much greater.   If  a state chooses to contract
out  this area,  the state will  ultimately have  to deal  with
situations that could arise if the  information provided by  the hot
line service is in error.

     In  summary,  the state must provide a  mechanism  to ensure  that
a  hot  line  service will  exist that  addresses  the  three  areas
listed  in Section  1.    We would  expect  that  most  states  would
physically  operate  a hot line  that  handles the  basic functional
requirements   (including  legal  issues),  and employ one  of the
referral options  discussed previously.    The  states  are  free,
however,  to  propose  other methods  for administering the required

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                               -5-
hot line service,  as  long  as  sufficient information is provided to
allow a  reasonable expectation that  the alternate  method would
result  in  a  system  that   would  meet  the  requirements  of
§51 .369(a) (2) .   Finally, §51.369(d)  requires  that the SIP include
a  "...  description  of the  technical assistance  program  to be
implemented ...."   A description of  the method (s)  that  will be
used to  administer the hot  line  and the  functions/capabilities
that will be offered  by the  service are  considered to be part of
the description of the technical  assistance program required by
§51.369(d).

4 .  0   REPAIR  SUPPORT  ENHANCEMENTS

     In addition to the approaches that have been discussed  above,
the state may  opt to enhance its program  using other approaches
beyond the  minimum program that is  required.   Listed  below are
several ideas,  some  of which states  are presently proposing, as
enhancements  to  technician   assistance.   This  may  not  be an
exhaustive  list,  but  should  still  be useful.   Individual  states
may wish  to develop  other enhancements to  meet  their specific
needs.

     1)    The  state   (or  its  contractor) may  wish  to  negotiate
     pricing and  access arrangements with  one or  more national
     repair hot line  services which a registered technician could
     call for  free, or at  nominal charge,  or at  cost.


     2)    The  state  may wish to identify  minimum qualifications
     for referral  services to be  included on  the  state referral
     list.    For example,   repair  subjects  covered,   access
     requirements, hours of operation,  etc.


     3)    The state  (or its contractor)  could set up a diagnostic
     center, establish  electronic  (phone or  other)  communication
     capabilities  with  in-field  BAR90   analyzers  or  other
     diagnostic equipment, and could provide  the  capability for
     technicians to take cars to the  center if  the over-the-phone
     approach is unsuccessful.


     4)   The state  (or its contractor) could set up  an electronic
     library from which the technician could down-load information
     or otherwise access.


     5)   The state  (or its  contractor)  could establish a library
     of  failure  information  on vehicles  in the local fleet  that
     was electronically accessible.

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                                -6-
5 . 0   GUIDELINES  FOR  SELECTING  COMMERCIAL  HOT  LINES

     Listed below are guidelines state agencies could consider for
selection or development of a hot line service.   This list  may not
encompass all the criteria necessary to consider in choosing a hot
line; however, the  list should be broad enough to  provide  useful
guidance.  Even  so,  individual  states  may  have  specific  needs not
mentioned here,  and of  course,  those would need to  be  considered
when using the following guidance.   In preparing these guidelines,
EPA  reviewed  the guidelines from  several  sources,  including the
Coalition for Safer,  Cleaner Vehicles'  (CSCV) ,  Education/Training
Advisory Board.  Some of  those  guidelines  were  incorporated where
appropriate .

     Even  though these guidelines are directed  more toward  the
commercial  services, many of  the  criteria  specified  in  these
guidelines would still be applicable to a state-run program.   When
reviewing these  guidelines it  is  important  to remember that  the
IM240 data  are  not  yet available.   A hot line  should have  the
capability to use  and incorporate  these data when they  do  become
available .

5 . i   Guidalineg  for  Enhanead. I
     1)  A  hot  line  service  should  provide  the  auto  repair
     facilities  with   comprehensive   technical   information.
     Personnel  providing  repair information should have in-depth
     knowledge of the vehicle in question.

     The hot line should be capable of providing assistance in:  a)
     diagnosis  and repair of  malfunctions  in  computer  controlled,
     closed loop vehicles   (e.g.,  1981  and  later)  as well  as
     earlier  vehicles  (e.g.,  those with  oxidation  catalysts  or
     non-catalyst)  to  which  the  I/M  program  applies,  b)  the
     application of emission control theory and diagnostic data  to
     the diagnosis and repair on the transient  emission test and
     the evaporative  system functional  checks,  and c)  the use  of
     diagnostic information  on systematic or  repeated failures
     observed  in  the  transient emission test and the  evaporative
     system functional checks .

     2) The hot line capacity should be sized to minimize access
     time during periods of  high demand.

     3) The hot line should provide a mechanism to  ensure that the
     necessary preliminary  systems  checks have  been  completed
     prior  to  making  the  initial  repair  call.   This  will minimize
     the  hot  line   service  from  being  flooded with  inquiries
     relating  to  basic  service  questions.   This  may  take the  form
     of  a  standard  checklist  to  be  provided  by  the  hot   line
     service or initial questioning by  the  hot  line  technician  to
     determine  if these checks  have been made.   The  existence and

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                          -7-


necessity  of  conducting such  preliminary  checks  should  be
widely distributed to  the repair industry.

4)  The  information should  be provided in a  timely manner
after receipt of  a call.  In general, the  information  should
be provided almost immediately  (e.g., within an hour).

5)  The  hot  line should  be convenient and  cost  effective
(local,  800, or 900 number)  with minimum operating  hours  that
cover the  hours  of normal  repair shop  activity  in the  I/M
area.

6)  The  service  should have  a complete  collection  of  factory
service manuals,  wiring diagrams,  factory  service  bulletins;
PROM  update  information,  and a demonstrated ability  to
acquire  and  to  incorporate  the most recent  information
available.   This collection  should generally be  for all model
years covered by the I/M program.

Several efforts are underway which would provide independent
service  facilities/hot lines  with  greater access  to  OEMs
service information.   EPA's September 24,  1991  proposed  rule
on  onboard diagnostics  requires   manufacturers to   make
emission-related  repair and service information  (including
recall  information) available  to  all independent technicians
and services.   Portions of  this  proposal are expected to  be
finalized  in  1994.   Also,  beginning in 1998,  the proposed
rules  would require  this  information  to  be provided  in  a
standardized  electronic format currently being developed  by
the Society of Automotive Engineers (SAE)  under  SAE  J2008:
Recommended Organization of  Vehicle  Service Information.   A
draft version of this  document  was released  in July of 1993.

7)  The hot line  should  have available  current  access  to
various service  information in electronic  form.  The  service
should be upgradeable  to SAE  J2008 format when available.

8)  The  service should remain current  with the  local I/M fleet
as  the model year mix  changes with time.

9)  The  hot line  service  should  create a  database with the
repair   knowledge  (not  IM240  data)  gained  through   the
assistance  provided by  the service.    This  database will  give
historical  perspective on a particular vehicle and/or  vehicle
type.   The database  should be accessible  such  that it  could
be  easily  downloaded to local or county air pollution  program
databases.

10) Bilingual services are appropriate in areas  with  large
non-English speaking populations.

11) The hot line  should have  facsimile  (fax) capabilities.

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5.2   
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                               -9-


                           APPEHDIX  1

        BIBLIOGRAPHY OF  COMMERCIAL HOT  LINE  SERVICES

     The following  bibliography  is  provided for reference  only.
EPA does not endorse any particular  service.   Currently,  at  least
six  companies  operate  commercial  hot  line  services.   If  EPA
becomes aware  of any additional  sources,  they  will be  added to
future updates of the guidance document.   It  is  expected that the
state and  local agencies  will determine which,  if  any,  of  these
hot lines  can meet the needs  of an  I/M program in their  state.
The information below was provided  by the  companies  operating hot
line services, and EPA makes no claims on the accuracy  of the data
and provides no specific endorsement  of these services.

1)   ASPIRE
     U.S.  Hwy 1
     Morrisville, PA   19067
     Contact:  J. R. King   800-435-1050

     The hot line operated by ASPIRE was established in 1980, with
subscribers  from state and  industry.   The  ASPIRE hot  line logs
about 20,000  to 25,000  minutes of  call time per month.   Service
charges for actual  time used and the  price charged depends  on the
user.   Calls  are primarily related to driveability, performance,
and emissions.  There is a  separate  hot line to support trainers.

2)   Technet/Automotive Data Systems (ADS)
     15593 Graham
     Huntington Beach,  CA    92649
     Information source: Leith Tecklenberg   714-891-7818
     Contact no.: 714-892-8330, ask  for Curt Moore or
                  714-891-7818

     The  company runs  four hot lines,  the  Shell  Auto  Care Hot
line, a hot line for Hurst  Motor  Repair  Manuals, a test program
with  Snap-on  Tools,  and  Teleguide  for   Computer  Aided  Service
Corporation.    Technet/ADS  services approximately  7000  cars per
month with 90 to 95% of the calls  related to driveability/engine
control.   Over the past 10 years they have  averaged 1000 to 1500
calls per  day.  During their  13 years of operation,  the company
has  compiled a vehicle repair database, tracking  repair patterns
with over  300,000 cars.

3)   Mitchell
      9889  Willow Creek Road
     P.O.  Box  26260
      San Diego, CA   92126
     Contact:     Bob Gradijan 800-854-7030,  extension  6411  or
                  Eddie Santangelo,  extension  6504

     Mitchell  has a call volume of  100-200  calls/week,  with  75% of
calls driveability  related and the rest electrical.   Most  of the

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                               -10-


customers are  technicians  and shop owners.   Charges are  assessed
on a per problem basis.

4)   Autoline Telediagnosis
     2714 Patton Rd.
     Roseville, MN   55113
     Contact no.:  Rob Schuyt 800-288-6220

     Autoline  has been  in existence  for  over five years.   The
company handles about 10,000  calls per month and has 4200  factory
manuals and all factory bulletins.   The company also has Expertec,
a  CD  ROM service from  General  Motors  with  PROM updates.   The
company has an extensive database  with 500,000 fixes logged  into
the  system.    Customers   include  independent  shops,  service
stations, fleets,  and car  dealers.  Autoline  runs  hot lines for
NAPA,   Parts  Plus, Mighty  Auto Parts,  ASA, NTDRA,  Amoco, Exxon,
Chevron, BP,  and Marathon.   The company can  also receive live  data
over the phone from a modem on test equipment.   Hours of operation
are 7:00 a.m.  to 7:00  p.m.  CST,   Monday through  Friday.   A
quarterly  newsletter  giving technical   information  is   also
published and a  sample  copy can  be  obtained from the  contact
listed  above.    Charges for this  hot line service  are  by the
minute, Nwith no monthly fees  and no sign-up fees.

5)   GE Capital Fleet Services
     Three Capital Drive
     Eden Prairie, MN   55244
     Information source:  Mike Peterzen  612-828-2103
     Contact no.:  612-828-2799

     GE  Capital  Fleet  Services'   past  experience does not   have
service  center  subscribers;  its  clients  are  owners of  fleet
vehicles being serviced  at  shops  not  owned by the  fleets.   The
company provides  guidance  to mechanics,  and also issues purchase
orders to repair or rental  facilities,  so drivers do not incur out
of pocket expenses.

     At  present,  GE Capital  Fleet Services  is completing the
development of an Enhanced  Inspection/Maintenance  Technical Hot
Line.    Their  proposed system includes  online  access  to emission
results  by  VIN,  the  ability to access  a  database  of  historical
data,  the  ability  to view  State  parameters  regarding emission
tests,  and  the  ability  to  create statistical reports  from the
database of calls.

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6)    Technician ONLINE
     8949 Bluewater Hwy
     Saranac,  MI  48881
     Contact:   Terry L. Callaghan   616-642-9271

     The Technician ONLINE hot line is, at  present, a  computer
accessed hot  line  that has  been in operation since  August,  1992.
It is  a 24 hour  service that  enables  the  technician to  access
technical bulletins and service  information  compiled directly from
field experiences.   Files have recently been added to access IM240
emission traces, automotive Original Equipment Manufacturers (OEM)
emission/safety product recalls, and OEM recall  notices in the SAE
J2008  format.   A  monthly newsletter,  Driveability  Technician,.
giving technical information  directly  from  the  repair technicians
is also published.   A sample copy  can be obtained from the contact
listed above.   After  the  initial set-up  and training is  completed
by Technician ONLINE  (with a  one time  charge),  the  cost  for their
hot line service is on  a  per  month  basis.   There is an additional
charge if  the  Technician ONLINE graphical software  is desired by
the user.  Technician ONLINE  will  also establish,  for independent
states,  an Automotive  Information  Resource Center.   This  center
would  be  based  in the specific   state  and  would  be  set  up  by
Technician ONLINE to the state's specifications  and needs.

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                           APPENDIX  2

         OTHER  PRODUCT  INFORMATION  HOT  LINE  SERVICES

     There  are  many other  companies that  sponsor  technical hot
lines relating  to  companies'  own  parts.   Many of these other hot
lines are  designed to  answer specific questions on  products of
particular companies;  thus,  they vary in  usefulness and scope.  If
you are  a  customer of these  products, the  hot lines  are usually
free, but   may  be  limited to  directions  on how  to install  a
particular  product.     Since  the   hot   lines  specified  in
§51.363(a) (2)  are diagnostic  in nature, these  other hot lines will
not be discussed here.

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