Last week's story included an incorrect Web site address for Kia. The information has been corrected and the site updated. We apologize for the error.
The Editors of Motor Age
CHICAGO - The U.S. Environmental Protection Agency (EPA) completed its audit of 26 automaker Web sites on Aug. 20, 2006. The final report for the audit, "Review of Original Equipment Manufacturer (OEM)Web Sites to Assess Availability of Emissions-Related Vehicle Service Information," was contracted out to Perrin Quarles Associates, Inc. to prepare and release.
EPA had finalized regulations on June 27, 2003, creating the Service Information Rule. The regulation required OEMs to make available by the end of 2003, via a full-text Web site, all emissions-related service information necessary to use on-board diagnostic (OBD) systems for model year 1996 and newer vehicles and light trucks. This information was to include data for making automotive emissions-related repairs, including any emissions-related information provided by the OEMs to franchised dealerships.
final report, click here.Not a test of compliance As part of a broader effort to evaluate the OEM Web sites, EPA initiated the audit process to gather feedback directly from the independent technician community on their experiences with the sites. The intent was to help identify potential improvements to sites. This audit was not intended to be a scientific study, nor was it intended to derive conclusions regarding any OEM's compliance with EPA's service information regulations. Further, the recommended Web site improvements or observations put forth by the auditors do not require the OEMs to revise their sites. According to the Agency, the audit will be only one of many elements considered when making regulatory compliance determinations. For instance, EPA will work with individual automakers to ensure that the relevant findings of the audit are implemented as appropriate. If and where necessary, other measures will be taken.Building the framework In order to ensure a neutral and transparent approach to this process, EPA formed a small steering committee - comprised of a cross-section of industry representatives - to design a uniform, extensive questionnaire, as well as assign auditors to specific OEM Web sites, subject to EPA oversight. In addition, the steering committee's comments were welcomed after the auditors' evaluation process was completed. Some auditors observe that there is a large
disparity among the different Web sites with
respect to their organizational structure.
The questionnaire contained six general topic areas, with each having between six and a dozen specific questions to obtain qualitative and quantitative responses. The general areas included:
* Ease of use, accessibility and Web site navigation.
* Information on OBD system monitors.
* Information on OBD repairs.
* Procedures and information for reprogramming and re-initialization.
* Structure and cost.
* Other general information.
At a number of industry events, EPA asked independent service technicians to volunteer as auditors for the Web sites. Free access to the Web sites was prearranged for the shop owners and technicians participating in the audit. Of the 231 shop owners and technicians who applied, most were assigned to audit just one site, with 42 assigned to a second site.
www.serviceexpress.honda.com85Audi
www.ebahn.com/audi84BMW
www.bmwtechinfo.com1411Chrysler
www.techauthority.com2311Ford / Lincoln
www.motorcraftservice.com239General Motors
www.gmtechinfo.com2311Honda
www.serviceexpress.honda.com106Hyundai
www.hmaservice.com94Infiniti
www.infinititechinfo.com73Isuzu
www.isuzutechinfo.com95Jaguar
www.jaguartechinfo.com105Kia
www.kiatechinfo.com92Land Rover
www.landrovertechinfo.com84Lexus
www.techinfo.lexus.com85Mazda
www.mazdatechinfo.com96Mercedes-Benz
www.startekinfo.com124Mini
www.minitechinfo.com87Mitsubishi
www.mitsubishitechinfo.com85Nissan
www.nissantechinfo.com106Porsche
www.techinfo.porsche.com96Saab
www.saabtechinfo.com94Subaru
www.techinf.Subaru.com87Suzuki
www.suzukitechinfo.com81Toyota
www.techinfo.Toyota.com106Volkswagen
www.ebahn.com/VW106Volvo
www.volvotechinfo.com103(Table source: EPA)In making assignments, the primary criteria included a technician's experience and interest in a specific automaker. Most of the Web sites were assigned seven to 10 auditors, although more were assigned to cover BMW, Ford, GM and Mercedes-Benz because of the higher interest expressed by the volunteers. Each auditor was identified by a unique number to protect their identity in the final report. As shown in the table, not every volunteer assigned to an OEM Web site followed through with returning a completed questionnaire. Good news and bad news The audit provided valuable feedback from the service technicians, which can be used by the OEMs to identify additional improvements to their service information Web sites. For nearly all of the sites, the auditors acknowledged that the sites contained a wealth of valuable information and indicated that they were generally an excellent source for obtaining their electronic service information. However, some comments and observations identified potential areas for improvement for many of the OEM websites. These included: Some auditors report that they were unaware
of the quality
and depth of information available on the OEM sites.
* Common structure: Some auditors observe that there is a large disparity among the different Web sites with respect to their organizational structure. From a user's perspective, they believe that the implementation of common structural features across all service information Web sites would be helpful.
Specifically, navigation and layout differed among most of the sites, requiring a new learning curve to be assimilated each time. This translates into more time spent learning the different sites, rather than completing repairs.
* Ease of use: While most of the Web sites are structured in a manner that provides short-, mid- and long-term access options for the user, other sites offer access only on a per-document approach. These sites were rated less favorably by the auditors; they state that this approach does not allow the user to easily browse through the site, identify the relevant documents and obtain all of the desired data or information.
* Improve keyword search mechanism: Generally, the auditors felt that a well-designed search mechanism is crucial to ensuring that all users are able to easily locate the desired information. Some OEM Web sites lacked or needed improvement of this feature, the auditors said.
The steering committee notes that in several cases where auditors said they couldn't find service information, the information was in fact present, but the auditor couldn't easily find it.
* Secondary source for service information: Nearly all of the OEM Web site auditors indicate that they use third-party information providers - such as Mitchell 1, ALLDATA or Identifix - as their primary source of electronic service information, citing accessibility, affordability and a common organization platform for all makes and models, allowing easier and quicker use. Most of the auditors indicate if the desired data or service information cannot be located through third-party sources, then they use the OEM Web sites, using short-term subscriptions on an as-needed basis.
* Fees: Many of the auditors recommend that the pricing structure of the sites be standardized to some degree, and some note that the higher prices are prohibitive for many independent shops. While only a few auditors actually mention OEM Web site pricing as a deterrent, they note that there were significant differences between some subscription costs - ranging from free access to an $8,000 annual fee.
* Missing information: Some auditors anecdotally added that all technicians should be able to access the same types of data and information currently available to the dealers. There was acknowledgement that it may be difficult for OEMs to release certain information to the public - such as code information for reprogramming and/or reinitialization. However, they say that independent technicians should have all the information they need to perform the necessary repairs.
A number of auditors cite missing or deficient information within a number of the sites, including Mode $06 data, training information and resources, and certain data and information on OBD system monitors and repair.
* Experience tells: Some auditors report that until they actually participated in this audit, they were unaware of the quality and depth of information available on the OEM sites. In most cases, the auditors note that the sites are a valuable resource for obtaining electronic service information.
* Outreach: Some auditors comment that a greater level of outreach to the independent technician community should be facilitated by EPA or the automakers. This type of effort could help disseminate information on the existence, location and content of the OEM Web sites and could also generally promote increased use.
