2016 Annual Operations Report 
 
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 Data analysis and reporting are required for the monitoring and evaluation of Georgia's Enhanced I/M Program ("the Program") by program management and the US Environmental Protection Agency (EPA). This report includes information regarding the types of program activities performed and their final outcomes. Also included are summary statistics and effectiveness evaluations of the enforcement mechanism, the quality assurance system, the quality control program, and the testing element. 
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 Table of Contents 
 
Section 
 
I. 
 
Test Data Report 
 
II. Quality Assurance Report 
 
III. Quality Control Report 
 
IV. Enforcement Report 
 
V. Public Information and Consumer Protection Program (PI&CP) 
 
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12 20 26 36 
 
Appendices A. Overall Initial Test and After-Repairs (Retest) Results by Test Type B. Test Results by Test Type C. Visual (Catalytic Converter) Results by Test Type D. Functional (Fuel Cap Test) Results by Test Type E. OBD Malfunction Indicator Light (MIL) and Associated Diagnostic Trouble Code (DTCs) F. OBD Readiness and Associated Monitors G. OBD and Functional (Fuel Cap Test) Results H. First After-Repairs (Retest) Results by Test Type I. Second/Subsequent After-Repairs (Retest) Results by Test Type J. Vehicles with Initial Fail Result that Receive Repair Waiver K. Summary of Waivers Processed & Referee Tests Performed L. Audit Activity M. Covert Audits Conducted by Inducement and Test Type N. Covert Audits Conducted Resulting in a False Pass by Test Type O. Inspection Station Information by Test Type 
A. Test Type: OBD B. Test Type: ASM C. Test Type: TSI P. Vehicle Outcome by Test Type and Vehicle Class Q. Most Common Repairs and Associated Emissions Benefit 
 
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 Section I. Test Data Report 
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 Test Data Report 
The following report provides basic statistics on the testing program for the reporting year of January 1, 2016, through December 31, 2016. It includes: 
A. The number of vehicles tested by model year and vehicle type [CFR 51.366(a)(1)] 
1. See Appendix A. 
B. By model year and vehicle type, the number and percentage of vehicles [CFR 51.366(a)(2)] 
1. Failing initially, per test type a. See Appendices A and B. 
2. Failing the first after-repairs test (retest), per test type a. See Appendix H. 
3. Passing the first after-repairs test (retest), per test type a. See Appendix H. 
4. Initially failed vehicles passing the second or subsequent after-repairs test (retest), per test type a. See Appendix I. 
5. Initially failed vehicles receiving a Repair Waiver a. See Appendix J. 
6. Vehicles with an undetermined final outcome (regardless of reason) a. See Appendix P. 
7. Passing the on-board diagnostic (OBD) check a. See Appendix B. 
8. Failing the on-board diagnostic (OBD) check a. See Appendix B. 
9. Failing the on-board diagnostic (OBD) check and passing the tailpipe test (if applicable) a. Not applicable: in Georgia's Enhanced I/M Program. 
10. Failing the on-board diagnostic (OBD) check and also failing the tailpipe test (if applicable) a. Not applicable: in Georgia's Enhanced I/M Program. 
11. Passing the on-board diagnostic (OBD) check and failing the I/M gas cap evaporative system test (if applicable) a. See Appendix G. 
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 12. Failing the on-board diagnostic (OBD) check and passing the I/M gas cap evaporative system test (if applicable) a. See Appendix G. 
13. Passing both the on-board diagnostic (OBD) check and the I/M gas cap evaporative system test (if applicable) a. See Appendix G. 
14. Failing both the on-board diagnostic (OBD) check and the I/M gas cap evaporative system test (if applicable) a. See Appendix G. 
15. MIL (Malfunction Indicator Light) is commanded on/illuminated and no codes are stored a. See Appendix E. 
16. MIL (Malfunction Indicator Light) is not commanded on/illuminated and codes are stored a. See Appendix E. 
17. MIL (Malfunction Indicator Light) is commanded on/illuminated and codes are stored a. See Appendix E. 
18. MIL (Malfunction Indicator Light) is not commanded on/illuminated and codes are not stored a. See Appendix E. 
19. Readiness status indicates that the evaluation is not complete for any module supported by on-board diagnostic (OBD) systems a. See Appendix F. 
C. The initial test volume by model year and test station [CFR 51.366(a) (3)] 
1. See Appendix O. 
D. The initial test failure rate by model year and test station [CFR 51.366(a) (4)] 
1. See Appendix O. 
E. The average increase or decrease in tailpipe emissions levels for HC, CO and NOx afterrepairs by model year and vehicle type for vehicles receiving a mass emissions test [CFR 51.366(a)(5)] 
1. Not applicable: in Georgia's Enhanced I/M Program, no vehicle received a mass emissions test. 
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 Section II. Quality Assurance Report 
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 Quality Assurance Report 
The following report provides basic statistics on the quality assurance program for the reporting year of January 1, 2016, through December 31, 2016. It includes: 
A. The number of inspection stations and lanes [CFR 51.366(b) (1)] 
1. Operating throughout the year: 
There were 697 inspection stations and 547 inspection lanes that operated throughout the year in Georgia's Enhanced I/M Program. Stations that operated throughout the year may have inspection lanes that operated only part of the year. This occurs when an existing station changes the number of test lanes it operates. 
2. Operating for only part of the year: 
There were 241 inspection stations and 716 inspection lanes that operated for only part of the year in Georgia's Enhanced I/M Program. 
B. The number of inspection stations operating throughout the year [CFR 51.366(b) (2)] 
1. Receiving overt performance audits in the year: 
There were 938 inspection stations that received overt performance audits during the year in Georgia's Enhanced I/M Program. 
2. Not receiving overt performance audits in the year: 
There were zero inspection stations that did not receive an overt performance audit during the year in Georgia's Enhanced I/M Program. 
3. Receiving covert performance audits in the year: 
There were 846 inspection stations that received covert performance audits during the year in Georgia's Enhanced I/M Program. 
4. Not receiving covert performance audits in the year: 
There were 92 inspection stations that did not receive a covert performance audit. Of these stations, 15 stations were operating as fleet stations. The remaining 77 stations only operated for part of the year in Georgia's Enhanced I/M Program. 
5. That has been shut down as a result of overt performance audits: 
No stations were "shut down" as the direct result of an overt audit. In accordance with Georgia's Administrative Procedures Act, the Environmental Protection Division (EPD) cannot "shut down" a station, except through the administrative hearing process. Inadequacies found during an overt performance audit that would warrant temporarily closing a station are typically related to malfunctioning or faulty testing equipment. 
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 When equipment problems are identified that might affect the integrity of the inspections, station owners are notified that they are not to conduct inspections until the equipment has been repaired and the accuracy of the equipment confirmed by a follow-up overt performance audit. Any station identified as conducting inspections after being so notified is cited for the violation and subject to: a suspension and/or monetary penalty through the consent order process; civil penalties through the administrative hearing process; or criminal charges, depending on the severity and gravity of the situation. Violations and penalties associated with overt audits are accounted for under question four below, part III, "That received fines - Stations". 
C. The number of covert audits [CFR 51.366(b) (3)] 
1. Conducted with the vehicle set to fail per test type: a. See Appendix M. 
2. Conducted with the vehicle set to fail any combination of two or more test types: a. Not applicable in the in Georgia's Enhanced I/M Program. 
3. Resulting in a false pass per test type: a. See Appendix N. 
4. Resulting in a false pass for any combination of two or more test types: a. Not applicable in the Georgia's Enhanced I/M Program. 
D. The number of inspectors and stations [CFR 51.366(b) (4)] 
1. That were suspended, fired (revoked1), or otherwise prohibited from testing as a result of covert audits: 
 
Inspectors Stations 
 
Licenses Suspended 0 0 
 
Licenses Revoked 0 0 
 
2. That were suspended, fired (revoked), or otherwise prohibited from testing for other causes: 
 
Inspectors Stations 
 
Suspended 0 0 
 
Revoked 14 0 
 
1 Because it is a decentralized program, inspectors and stations are licensed by, not employed by the State of Georgia. Accordingly, the resulting action is to revoke a station's or inspector's license as opposed to firing them. 
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 3. That received fines: 
 
Inspectors Stations 
 
Fined 0 0 
 
E. The number of inspectors licensed or certified to conduct testing [CFR 51.366(b) (5)] 
The total number of inspectors licensed or certified to conduct testing in 2016 was 4,406 (this includes all inspectors with an active license regardless of testing activity). 
There were a total of 2,221 inspectors who attended training during 2016 (this includes all training types and retests). The new inspector certification class had 1,310 attendees. Of the 1,310 attending, 893 passed the course and became newly licensed emissions inspectors with full certification (OBD, ASM and TSI). 
All currently active certified inspectors are required to receive re-certification training every two years; 911 inspectors attended the recertification training. Of the 911 attending, 884 passed the recertification. 
New inspector certification and recertification training will continue to be offered by the management contractor. Classes will be scheduled as needed. The average numbers of new inspector and recertification training classes conducted per month in 2016 respectively were 3.00 and 3.00. Note: At least one inspector was assigned per station. Some inspectors were assigned to multiple stations (See Appendix O). 
F. The number of hearings [CFR 51.366(b) (6)] 
The State of Georgia uses a two-step enforcement process for inspectors and station owners that commit violations of the rules. They are first offered an opportunity to settle the allegations by way of an Environmental Protection Division (EPD) proposed settlement of suspension/revocation and/or negotiated monetary settlement through the consent order process. If a settlement cannot be reached at this level, an administrative order is issued seeking an elevated level of enforcement (license suspension or revocation). The inspector or station owner is given the opportunity to petition for an administrative hearing prior to the administrative order taking effect. The vast majority of enforcement actions are settled through the consent order process. For more serious violations, a citation is issued to place the alleged violation in state court for criminal prosecution. 
There was one (1) hearing held during the reporting period of 2016; adverse actions were upheld against both inspector and station. The station closed prior to revocation; the inspector's license was revoked. 
G. The total amount collected in fines from inspectors and stations by type of violation [CFR 51.366(b) (7)] 
The fine amounts shown below are by violation type. In some cases where there were multiple violations against an inspector; EPD may have combined the total fine into one 
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 violation code. Code 
Total Fines Collected 
 
Violation Type 
 
Fines Collected $0.00 
 
H. The total number of covert vehicles available for undercover audits over the year [CFR 51.366(b) (8)] 
The management contractor uses multiple resources (private sale, auctions, etc.) to maintain a rotating fleet of covert vehicles. This fleet is varied in its composition of vehicle ages and types. For the 2016 test year, there were a total of 18 covert vehicles available for covert audits. 
I. The number of covert auditors available for undercover audits [CFR 51.366(b) (9)] 
The management contractor trained all of its field auditors and most of its office staff as certified emissions inspectors. Personnel are also trained in Georgia's Enhanced I/M Program overt and covert audit procedures and enforcement requirements. During this reporting period, there were 17 covert auditors available for covert audits. 
 
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 Section III. Quality Control Report 
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 Quality Control Report 
The following report provides basic statistics on the quality control program for the reporting year of January 1, 2016, through December 31, 2016. It includes: 
A. The number of emissions testing sites and lanes in use in the program [CFR 51.366(c) (1)] 
During the reporting year, there were 938 inspection stations and 1,263 inspection lanes in use in Georgia's Enhanced I/M Program. Note: Not all of these stations or lanes were operational throughout the test year. 
B. The number of equipment audits by station [CFR 51.366(c) (2)] 
In the reporting year, 2,490 equipment audits were performed. The management contractor performed equipment audits both during audits and during the certification of a station or lane. Note: Equipment audits were conducted during the audit types of: Certification Audits, Complete Audits, 5-Gas Audits, and 90-day Lockout Audits (See Appendix O). 
C. The number and percentage of stations that have failed equipment audits [CFR 51.366(c) (3)] 
Based on the management contractor's equipment audits performed during station audits and during the certification of a station or lane, 565 stations failed; this equates to approximately 60 percent of the stations participating in the program. Note: Some stations had more than one lane. 
D. Number and percentage of stations and lanes shut down as a result of equipment audits [CFR 51.366(c) (4)] 
No stations were "shut down" as the direct result of a failed equipment audit. In accordance with Georgia's Administrative Procedures Act, EPD cannot "shut down" a station except through the administrative hearing process. When equipment problems are identified that might affect the integrity of the inspections, station owners are notified that they shall not conduct inspections until the equipment has been repaired and the accuracy of the equipment confirmed by a follow-up overt performance audit. Any station identified as conducting inspections after being so notified is cited for the violation and subject to: a suspension and/or monetary penalty through the consent order process; civil penalties through the administrative hearing process; or criminal charges, depending on the severity and gravity of the situation. 
E. Additional Information Requested: 
1. Reports on all audit activities 
A summary of audit activities performed by the management contractor during the reporting year can be found in Appendix L. 
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 2. Auditor Performance Evaluations Monthly Auditor Performance Evaluations were performed for all field auditors employed throughout the reporting year. The evaluations consisted of the following criteria: number of audits scheduled/completed, completeness and thoroughness of recorded data/observations, enforcement effectiveness, and feedback from EPD staff/emissions station owners/inspectors, and results from ride-along evaluations performed by the management staff and the QA/QC Manager. The Overt Manager also performed ride-alongs, as well as unannounced follow-up field evaluations of the auditors' performance. EPD enforcement staff conducted follow-up audits of the management contractor's audits on a random basis. No significant issues or problems were identified. 
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 Section IV. Enforcement Report 
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 Enforcement Report 
 
The following report provides basic statistics on the enforcement program for the reporting year of January 1, 2016, through December 31, 2016. It includes: 
A. An estimate of the number of vehicles subject to the inspection program derived from the vehicle registration database. [CFR 51.366(d) (1)] 
2016 Registration Data2 
 
County (County Code) Cherokee (35) Clayton (13) 
Cobb (7) Coweta (27) DeKalb (2) Douglas (57) Fayette (112) Forsyth (79) 
Fulton (1) Gwinnett (16) 
Henry (54) Paulding (75) Rockdale (89) 
Total 
 
Vehicles Potentially Subject to I/M Program 
150,482 147,622 447,184 84,247 379,892 88,069 78,670 129,348 508,151 529,914 134,452 91,168 52,453 2,821,652 
 
B. The percentage of motorist compliance based upon a comparison of the number of valid tests with the number of vehicles subject to the program. 
As can be seen, the number of vehicles potentially subject to the I/M program (2,814,351  based on the GRATIS registration database) is more than the number of initial inspections (2,717,122) performed in 2016. This total was derived by taking all initial tests 
 
2 The above table contains the number of vehicles subject to inspection for 2016. Data source: Georgia Registration and Title Information System (GRATIS) managed by the Georgia Department of Revenue (DOR). 
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 and excluding all aborts and covert tests. This difference can increase or decrease and can be attributed to any of the following. 1. The GRATIS database cannot accurately differentiate between light-duty trucks with a 
gross vehicle weight rating (GVWR) over or under 8,500 pounds. 2. There is no way of anticipating the number of vehicles not previously registered in 
Georgia entering the 13-county Atlanta area due to new residency or used car sales; however, these vehicles receive tests prior to being counted in the GRATIS data. 3. Senior Exemptions and Out-of-Area Extensions are not taken into account. 4. Most State of Georgia government agencies are headquartered in the metro Atlanta area and their vehicles are registered in an I/M program county, but many of these vehicles are permanently assigned to counties or areas a significant distance from the I/M program area and therefore are not required to be inspected. 5. The registration information is only a "snapshot" of the fleet when the data was retrieved from GRATIS. 6. Vehicles legally or illegally registered outside of the I/M program area. 7. VIN errors in the I/M inspection database and GRATIS. 8. Georgia excludes the newest three (3) vehicle model years. 9. Used car dealers and auction houses often inspect vehicles being sold even though these vehicles may not be sold to owners living the non-attainment area. 10. Vehicles which fail multiple times may have several initial inspections. Of these, the most significant reason for this discrepancy appears to be the difficulty using the GRATIS registration data to differentiate between light-duty trucks (LDT) over or under the 8,500 pounds GVWR subjectivity threshold for the I/M program. Also, starting in 2002, Georgia moved to electronic verification of vehicle liability insurance on GRATIS through the registration process; this continues to help clean up VIN errors in GRATIS. 
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 The graph below illustrates data collected regarding registered vehicles in the 13-county non-attainment area, annual total tests performed, paid test volume, and the subject vehicle population for test years 2008 through 2016. This graph also illustrates the expected vehicle volumes projecting forward to test year 2017. As expected, subject vehicle numbers are less than the registered vehicles due to the several vehicle exemptions listed above. Tested vehicles indicate that more vehicles are tested than anticipated from the subject vehicle data for several reasons listed above. 
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 C. Total number of compliance documents issued to inspection stations 
Compliance documents (e-certificates of emissions inspections) are sold in blocks of 200 to new individual station owners and in blocks of 100 to past-standing individual station owners; they are issued electronically via the I/M inspection database by certificate number to each of the station's analyzers. All inventories are documented and accounted for in a database table. For each vehicle inspection performed, the analyzer e-certificate inventory is decremented by one and a hard copy of the official Certificate of Emissions Inspection is printed showing that unique certificate number assigned. The total number of certificates used is equal to the number of paid tests as shown in the database. During 2016, there were 2,878,951 certificates issued, which is more than the 2,768,949 certificates issued in 2015. 
D. The total number of missing compliance documents 
With the procedures described above for selling, issuing and accounting of e-certificates, the history in Georgia's Enhanced I/M Program has shown there is little cause for concern regarding "missing compliance documents." However, the potential for the production of counterfeit certificates continues to be of concern. With electronic matching of emissions inspections to the registration records on GRATIS, the occurrence of counterfeit certificates has been virtually eliminated. However, there are still instances when tag office clerk is presented with a paper Certificate of Emissions Inspection and no electronic verification of the inspection results is shown on GRATIS. In these cases, tag office personnel have become cautious, and utilize specific instructions on confirming the Test ID and visually identifying counterfeit certificates. The Test ID is a unique security number only printed on passing emissions certificates (generated by an algorithm that uses various test parameters from the vehicle's inspection). When a motorist presents a fraudulent certificate for vehicle registration, the tag office personnel notify either EPD officers or local law enforcement officers who charge the individuals with submitting false documents to a government agency, which can be a felony in Georgia. 
E. The number of time extensions and other exemptions are granted 
1. See Appendix K 
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 F. The number of compliance surveys conducted, number of vehicles surveyed, and the compliance rates found The Environmental Protection Division (EPD) and the Department of Revenue (DOR) continue to improve upon the transfer of electronic data from the I/M inspection database to the Georgia Registration And Title Information System (GRATIS) database. Additionally, with better integration and utilization of inspection results by GRATIS and better understanding by county tag office clerks, the registration denial component of the program continues to become an increasingly effective tool to ensure program compliance. However, vehicles owned by the State of Georgia and any municipality or political subdivision in the state used exclusively for government functions are not issued tag expiration decals like privately owned or corporate vehicles. Once issued, the government license plates are good until the next five to seven year tag cycle for government agencies. Without annual registration renewal, it is possible that some government-owned vehicles are out of compliance with the I/M inspection requirement under a program enforced through registration denial. Several methods are used to strengthen the relationship between government agencies operating fleets of vehicles and EPD. They include outreach and communication with fleet managers; semi-annual notices are provided reminding them of their obligation to inspect their subject vehicles each year. For fleet vehicles owned and registered by various state agencies in Atlanta, but operated or assigned well outside of the 13-county I/M program area, EPD streamlined the process by which state fleet managers can obtain the proper Out-of-Area Extensions. State agencies can now adhere more closely to the inspection rules and better account for their subject vehicles driven in the 13-county metro Atlanta non-attainment area. Each year EPD mails notifications to fleet managers reminding them of the program testing requirements, and that the five-year tag cycle does not exempt their vehicles from the annual testing requirement. 
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 G. Information provided regarding program enforcement by registration denial. [CFR 51.366(d) (2)] A report of efforts and actions to prevent motorists from falsely registering vehicles out of the program area or falsely changing the fuel type or weight class on the vehicle registration, and the results of special studies to investigate the frequency of such activity. Preventing motorists from falsely registering vehicles out of the program area or falsely changing the fuel type or weight class on the vehicle registration is accomplished at the county level. Various means of detecting vehicles falsely registered out of the program area are also employed. At each county tax commissioner's office, property tax records and vehicle registration records are compared to reveal any inconsistencies between the location of the registered vehicle and the location where homestead exemption is claimed. Additionally, complaints from citizens regarding out-of-area vehicle registration are forwarded to the respective county tax commissioners' office for further investigation. The measures taken to preclude vehicle owners from falsely changing the fuel type or vehicle weight for the purpose of seeking exemption from the I/M program are also taken at the county tag offices. An affidavit that indicates the change in fuel type or vehicle weight along with repair work-orders indicating engine or chassis modification are required at the time of vehicle registration or when the owner requests any change in the registration record. 
H. The number of registration file audits, number of registrations reviewed, and compliance rates found in such audits Registration file audits are done in conjunction with enforcement actions involving inspection stations or inspectors caught conducting fraudulent emissions inspections. Through the normal course of the investigation, suspect emissions test records are examined for signs of validity. Any that appear to have a likelihood of being fraudulent are further investigated on the registration database for signs of fraudulent activity. Although these audits or activities are not specifically tracked or tabulated, practically all investigations involve review of registration records. 
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 Section V. Public Information and Consumer Protection Program (PI&CP) 
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 Public Information and Consumer Protection Program 
(PI&CP) Executive Summary 
The Public Information and Consumer Protection Program (PI&CP) of Georgia's Clean Air Force (GCAF) celebrated its 20th anniversary in 2016 with continued successful public outreach initiatives. The GCAF PI&CP team responded to more than 37,000 inquiries via CRM tickets, email and comment cards. The GCAF Call Center responded to approximately 47,000 calls from English and Spanish motorists, inspection stations and repair facilities. 
Additional program highlights included: 
A. A 20th anniversary campaign was planned and launched to celebrate the accomplishments of the program. 
B. Social media marketing efforts included the continuation of Facebook, Twitter and YouTube, with the launch of paid Facebook boosts for increased visibility and engagement. 
C. Enhanced media relations efforts continued, including proactive pitching, press releases and infographics, landing placements in such publications as The Atlanta Business Chronicle and Green Lifestyle Magazine. 
D. GCAF utilized an online survey methodology to assess program acceptance and education levels. The survey collected more than 300 responses; the majority of respondents rated the overall experience with the inspection process as "excellent" (45.13 percent) and "good" (33.12 percent). 
E. The annual advertising campaign consisted of outdoor digital billboards, gas station pump toppers, :10 and :15 radio traffic spots, Marta taillight displays and a rail video, and online display ads. 
F. The annual training of tag office personnel was conducted at Zoo Atlanta. G. A communications strategy was planned and executed for a successful roll-out of Phase V 
for station owners and managers. H. GCAF partnered with Industry Advisory Board (IAB) officers to enhance IAB promotion and 
outreach. I. The inspection industry received 48 Georgia Analyzer System (GAS) messages, containing 
program updates and reminders. 
PI&CP Quarterly Report 
First Quarter: January - March 2016 
A. GCAF kicked off 2016 with updated program collateral and website, along with a refreshed advertising campaign. 
B. The 2016 media plan, PR plan, and social media plans were approved for the year's planned activities. GCAF submitted monthly social messaging calendars. 
C. GCAF continued communications on the upcoming Phase V software/hardware upgrades. D. The call center continued to offer live chat as a new resource for motorist, station, and 
repair industry inquiries. E. An updated crisis communication plan was created and approved, incorporating new 
program messages and situations. F. The fourth quarter 2015 RepairWatch reports and e-newsletters were distributed. 
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 Second Quarter: April - June 2016 A. A new media source, online display ads, was launched as part of the annual advertising campaign. B. GCAF launched its online motorist survey and promoted it via Facebook, Twitter, email, the program website, flyers, and via IAB meetings. C. GCAF hosted two open houses for station owners to learn more about Phase V; the open houses offered meet-and-greets with the equipment manufacturers (EMs). D. GCAF assisted repair facility owners who had questions related to the Facility Summary Report. E. The first quarter RepairWatch reports and e-newsletters were distributed. 
Third Quarter: July - September 2016 A. The annual advertising campaign continued. The 2017 registration renewal insert was completed and delivered for distribution by Wells Fargo for motorist education. Wells Fargo handled the storage and inventory of inserts, in addition to including the inserts with registration renewal mailings. B. The second quarter RepairWatch reports and e-newsletters were distributed. 
Fourth Quarter: October - December 2016 A. The annual training of tag office personnel was conducted at Zoo Atlanta to provide an update on program information; attendees also celebrated GCAF's 20th anniversary. B. GCAF successfully completed the launch of Phase V. C. The 2017 English Question and Answer (Q&A) brochure was printed and delivered. D. GCAF planned for 2017 program updates, including updating all necessary collateral, the GCAF website, and the call center training presentations. E. The third quarter RepairWatch reports and e-newsletters were distributed. 
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 2016 PI&CP Summary 
 
Quarter 
1 2 3 4 Total 
 
Motorist Calls Assisted (English) 
10,303 8,799 10,302 9,792 39,196 
 
Motorist Calls Assisted (Spanish) 
86 78 88 88 340 
 
Quarter 
1 2 3 4 Total 
 
CRM Tickets 
9,403 8,227 9,391 9,427 36,448 
 
Emails 
29 86 79 61 255 
 
Station Calls Assisted 
1,817 1,644 1,946 1,905 7,312 
Hard Copy Comment 
Cards 2 0 0 2 4 
 
Repair Assistance 
Calls 43 47 54 49 193 
Electronic Comment 
Cards 4 4 7 5 20 
 
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 Motorist Outreach 
Key Messages & Goals 
A. Maintain awareness of the following: 
1. Health benefits of emissions testing 2. Regular maintenance for improved emissions test results and cost savings 
a. Keep tires properly inflated b. Thermostat accuracy c. Replacing fuses 
B. Maintain outreach to Hispanic market 
Motorist Outreach Tools 
A. Radio and support media advertising campaign B. Social media marketing and tools C. Website D. Toll-free hotline E. Collateral materials F. Consumer comments/complaints system including annual online survey and comment 
cards (hard and electronic copy) G. Media relations, including crisis management and earned media H. Community outreach initiatives/special events 
Evaluation Methods 
A. Internet tracking studies via the annual research study that served as a mapping of motorist awareness and attitudes toward the program 
B. Traffic/volume data collected from each emissions test site C. Comment cards/website queries - most frequent comments and concerns D. Hotline inquiries - volume of calls and types of issues; escalations via CRM tickets E. Media coverage - quantity and quality of message delivery F. Website traffic and trend analysis via Google Analytics G. Social media engagement 
Motorist Program Deliverables 
A. Continued awareness of program benefits and repair tips B. Provided consistent message delivery; reiterated appreciation to motorists C. Controlled key messages and ensured consistent branding D. Strengthened awareness and acceptance of Georgia's Clean Air Force E. Averted negative coverage/perception proactively 
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 Motorist Outreach Audiences 
A. Metro Atlanta motorists 
1. Registered owners of 1992-2013 model year gasoline-powered cars and light-duty trucks (with a gross vehicle weight rating [GVWR] of 8,500 pounds or less) in the 13 metro counties; this included seniors and non-English speaking motorists (Spanish, Korean and Vietnamese). 
2. Annual media campaign targets adults ages 25-54 who own/lease and operate a passenger vehicle and live within the 13-county non-attainment region. 
B. Metro Atlanta media 
1. Print: Includes daily and weekly publications in the metro Atlanta area; full media list available upon request 
2. Radio: See Advertising and Marketing section. 3. Interactive: See Advertising and Marketing section. 
C. Advocacy groups 
1. Environmental and consumer advocacy groups: GCAF provided program information through www.cleanairforce.com, the GCAF Call Center and email, as requested. 
D. Ethnic audiences (Hispanic, Vietnamese and Korean) 
1. GCAF provided program information through www.cleanairforce.com, the GCAF Call Center and email, as requested. See Community Outreach for additional information. 
E. Senior citizen groups 
1. GCAF provided program information through www.cleanairforce.com, the GCAF Call Center and email, as requested. See Community Outreach for additional information. 
Advertising and Marketing 
Objectives 
A. Maintain awareness of Georgia's Clean Air Force and the following: 
1. Environmental and health benefits of emissions testing 2. Regular maintenance for improved emissions test results and cost savings 
B. Provide drivers with easy access to program information and testing locations C. Drive traffic to the www.cleanairforce.com website and social media channels 
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 Strategy 
A. Target only 13-county metro Atlanta residents B. Concentrate activity in relevant, highly visible local media outlets C. Utilize a multi-channel platform that will reach motorists and increase overall presence 
Paid Media 
GCAF ran a successful paid media campaign from March through November 2016, consisting of the following components: 
A. Traffic radio 
1. :10 and :15 sponsorship spots (English and Spanish) 
B. MARTA signage 
1. Bus tails 2. :15 radio rail displays 
C. Digital billboards D. Gas station pump toppers (English and Spanish) E. Online display ads 
Online display ads were added as a new media source for increased reach and visibility. 
Advertising Campaign Summary 
 
Campaign 
MARTA Taillight Bus Displays MARTA Rail Digital Displays Digital Rotary Network (four periods) Gas Station Pump Toppers Radio Traffic Sponsorships Display Ads 
Total 
 
Number of Impressions 
10,105,920 40,392,000 6,222,648 3,146,220 3,955,000 3,184,713 67,006,501 
 
Social Media 
 
This year's social media activities included the continuation of Facebook, Twitter and a YouTube channel. 
 
When comparing the combined Facebook/Twitter3 statistics of 2015 to 2016: A. The follower base increased from 271 fans to 353 fans (up 30.3 percent). B. The number of impressions grew from 39,110 impressions to 109,195 impressions (up 177.7 percent). C. The post engagements increased from 716 to 2,006 engagements (up 177.8 percent). 
 
3 The GCAF YouTube channel was not available during the entire year in 2015 to compare statistics. 
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 Facebook 
GCAF continued social media as part of its communications program via Facebook (https://www.facebook.com/GeorgiasCleanAirForce/) to communicate its key messages, programrelated news, information and statistics to fans and visitors. Fans may communicate directed with GCAF by posting a message on the page's wall. Facebook was promoted via the GCAF website, GAS messages, and RepairWatch E-news. 
GCAF ran paid boots of key messages for increased reach and visibility. 
Twitter 
The Twitter handle (@GACleanAirForce) continued as an additional outlet to disseminate program messaging and tips, and to promote the GCAF website. Twitter messaging complemented Facebook messages, and included graphics, when available. GCAF promoted Twitter through the program website, emails, and Facebook. 
YouTube 
The GCAF YouTube channel continued targeting motorists, inspectors and the repair industry. The following videos were created and posted: 
A. 10 Tips to Prepare For Your Annual Emissions Test (motorist) B. 20th Anniversary (motorist) C. 20th Anniversary (station  not published publicly) D. Updated Emission Inspector Recertification Training Video (stations) 
Annual Stats 
A. Total watch time (in minutes): 67,716 B. Total views: 4,036 C. Average view duration (in minutes): 16:46 D. Most viewed video: Emission Inspector Recertification Training Video 
GCAF promoted the YouTube channel through the program website, emails, Facebook and Twitter. 
Public Relations/Media Relations 
Press Releases 
Below is a list of the press releases and infographics that were created and distributed: 
A. March 1. Emissions Car Testing Tips Press Release 2. Emissions Car Testing Tips Infographic 
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 B. April 1. National Car Care Month Press Release 2. National Car Care Month Infographic 
C. May 1. National Clean Air Month Press Release 2. National Clean Air Month Infographic 
D. August 1. Back to School Press Release 2. Back to School Infographic 
E. October 1. GCAF 20th Anniversary Press Release 2. GCAF 20th Anniversary Infographic (shared on social only) 
The releases were distributed to local and environmental media outlets (print, television, online outlets, and bloggers); follow-up calls were made to ensure delivery and field any questions. These efforts generated more than 238,992,487 impressions. 
Media Interviews and Coverage 
GCAF updated its media contacts list, answered media inquiries, provided program information, and efficiently monitored any pertinent news coverage related to the I/M program. Below is a list of media placements, which included online outlets in Atlanta, as well as statewide and regional media: 
A. Atlanta Business Chronicle B. Green Lifestyle Magazine C. SoutheastGreen.com D. Atlanta City Room E. Patch.com F. WALB-TV (Albany, GA) G. WTOC-TV (Savannah, GA) H. WTVM-TV (Columbus, GA) I. WXTX-TV (Columbus, GA) J. WFXG-TV (Augusta, GA) K. Macon Telegraph (Macon, GA) 
Media Crisis Management Plan 
The Media Crisis Communications Plan was updated, talking points were issued as needed, and issue management strategies and communications plans were reviewed for preparation of controversial consumer and media issues. 
GCAF prepared talking points for the launch of the Phase V software and hardware upgrade; other issue-specific talking points were created, as needed. 
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 Motorist Resources 
GCAF provided many resources for motorists to seek program information or file a comment or complaint. Each of these resources, listed below, provided an effective and timely avenue for motorist assistance. 
GCAF Call Center 
The GCAF Call Center assisted 39,536 English and Spanish motorist calls, averaging approximately 3,295 calls per month. More complex inquiries were forwarded to the GCAF team who assisted with 36,448 CRM ticket inquiries. 
Additionally, the GCAF Call Center answered 3,043 live chat inquiries. 
During the reporting year, GCAF continued the use of a self-service after-hours IVR menu on the motorist and Spanish queues. The self-service IVR menu includes the same information as the daytime message, but when the caller requests to speak with a representative a recording plays stating that the office is currently closed and to leave message for a callback. 
Customer service representatives (CSRs) utilized Knowledge Base (an online information tree) to assist callers. GCAF updated Knowledge Base with program updates and announcements as necessary. 
GCAF completed an annual training presentation for CSR training, in addition to monthly trainings. 
GCAF Service Centers 
GCAF Service Centers provided assistance for not only waivers, extensions and exemptions, but also answered general motorist and station inquiries. GCAF continued supplying program collateral including 2016 question and answer (Q&A) brochures in English and Spanish. Public Information Manager Becky Dent Robinson worked with Service Center Manager Keren Hunter to ensure GCAF collateral posted at the tag offices/part-time service centers was current and up to date. 
Georgia's Clean Air Force Website (www.cleanairforce.com) 
GCAF enhanced the program website to provide additional program information and resources for its three key audiences: motorists, stations, and the repair industry. The website welcomed more than 836,000 visitors throughout the year, an increase of over 1,000 visitors from 2015. The website included the following features: 
A. For motorist convenience, the website included an updated online vehicle inspection report (VIR) summary reprint functionality, in addition to online comment cards, a Repair Assistance Knowledge Base with diagnostic trouble codes (DTCs), warranty, recall and technical service bulletins (TSBs) information, and testing tips, including how to prepare for a test, avoid a wait, the benefits of testing early, and email sign-up. All waiver applications continued to be offered in electronic format for online submissions. Testing station locations remained available via Google Maps, with a quick search via a zip code. 
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 B. For station convenience, all applications remained in electronic format for online submissions, including station and inspector certification and recertification applications. Additionally, the site offered the inspector training manual and print-on-demand feature for station signage, GAS message postings, and fleet information. The inspector recertification training class video was updated and posted via YouTube, to enable inspectors the convenience of observing at home, instead of in-person training. A Phase V dedicated Web page was maintained as a central location for announcements, updates and documents. 
C. For repair technician convenience, a link to an online training course, TSB notices and additional resources for technician assistance remained posted. GCAF also promoted new and existing recognized repair technicians. 
D. The live chat feature continued offer immediate assistance for program inquiries. E. A 20th anniversary GCAF logo was uploaded to the website. 
Email Inquiries 
Motorists had the opportunity to submit email inquiries via the GCAF website. Each inquiry received a response within three business days. The GCAF team responds to a total of 26,969 inquiries for the year 2016. There are four (4) different categories of inquiry, the breakdown consist of: ecerts@cleanairforce.com with 13 inquiries, info@cleanairforce.com with 255 inquiries, industry@cleanairforce.com with 8,134 inquiries, and waivers@cleanairforce.com with 18,567 inquiries. 
Annual Research Study: Online 
The year 2016 marked the 9th year GCAF has conducted an online survey via the GCAF website. During the period of April through October, GCAF received 321 surveys. 
A. The majority of respondents rated the overall experience with the inspection process as "excellent" (45.13 percent) and "good" (33.12 percent). 
B. "Cleaner air" rated at the top benefit of the program at 58.68 percent. C. The highest rated areas of the program that respondents considered effective were: 
"convenience," followed by "customer service" and "easy to understand information." D. For the first time, the website ranked higher as a resource for program information (at 
70.30 percent) than the registration renewal insert (at 68.44 percent). E. The majority of respondents were male, 55 and older. 
The survey was promoted via: 
A. Social media (including the addition of a "take survey" button on the program Facebook page) 
B. GCAF website (links were posted on the most visited Web pages in addition to a "take survey" button that was posted at the top of the website panel) 
C. E-marketing to motorists, stations and tag offices D. Flyers (posted at GCAF Service Centers and training rooms) 
A complete copy of the 2016 online survey results can be found at EPD's office. 
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 Tag Office Personnel 
See Tag Office Outreach section. 
Collateral Material 
All collateral that required annual updates were updated and posted online in December. 
A. Question & Answer (Q&A) Brochure  English and Spanish 
Question and Answer (Q&A) brochures were distributed to all emission stations, service centers, EPD, and GCAF office personnel. The brochures provided information about the following: vehicle testing requirements; testing and buying tips; used vehicle sales information; failure and repair information; service center locations; and extension/exemption information. 
B. Comment Cards 
Each Q&A brochure included a perforated comment card for motorists to mail to GCAF and voice their opinions on the program. Comment cards included a rating system on inspectors, inspection stations, RepairWatch, collateral material, website, hotline, and service centers. The comment card is also available electronically on the GCAF website. GCAF received four (4) comment cards via mail and 20 electronic comment cards. 
C. Registration Renewal Insert 
Registered motorists in the program's 13-county area received a registration renewal via mail or via their county tag office. The inserts provided a general overview of the emission inspection process. GCAF translated the insert into Spanish, Vietnamese, and Korean and posted online. See Tag Office Outreach for additional information. 
D. RepairWatch 
Motorists can view the quarterly repair effectiveness report (RepairWatch) either at an emissions station or via GCAF's website. The report allows motorists to find a repair facility in their area by city and zip code. See the RepairWatch section under Industry Outreach for additional information. 
E. RepairWatch E-News 
GCAF's quarterly e-newsletter, RepairWatch E-News, was distributed to run in conjunction with the RepairWatch quarterly report. Two (2) versions were created  one (1) targeting motorists and another for stations and repair facilities. The newsletters provided information on used vehicle sales, online VIR reprints, repair technician training, testing tips, preparing for an emission test, and general program statistics. 
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 F. Motorists' Rights Poster 
GCAF continued to offer the Motorists' Rights posters to educate motorists on their rights during and after their inspection. The poster included information on inspection procedures and cost, used vehicle sales, retests, referee tests, fraud, and more. A Spanish version is posted online. 
G. Who Gets Tested When? 
The annual "Who Gets Tested When?" flyer was created and posted on the website and at GCAF Service Centers, offering assistance to motorists with registration scenarios. An at- aglance version was created to assist tag office personnel with motorist inquiries. 
H. Heart Health flyer 
To communicate the relationship between air pollution and health concerns, GCAF updated its Heart Health flyer. The flyer was posted on the website and at GCAF Service Centers. 
I. Social media poster 
Social media posters continued to promote GCAF's social media networks  Facebook, Twitter and YouTube, and are posted at tag offices and GCAF Service Centers. 
Community Outreach 
GCAF's community outreach plan was designed to increase the reach of PI&CP resources, specifically the use of registration renewal inserts and additional collateral material. The following groups were targeted: Hispanic, Korean, Vietnamese, and senior citizens. Various groups were contacted to introduce GCAF contacts and resources, provide program information, request distribution of program information to members, and request each organization link to the GCAF website. 
20th Anniversary Celebration 
GCAF celebrated its 20th anniversary in October. The celebration included the launch of a YouTube video, new advertising creative, infographic, social posts and contest, along with the distribution of giveaways to stations, tag office personnel and program staff. A press release was distributed to the media. The 20th anniversary GCAF logo was uploaded to the website. 
Hispanic Outreach 
GCAF broadcasted :05 and :10 second radio traffic sponsorships in Spanish on a regional Hispanic station in the metro Atlanta area. The messages provided brief testing tips and promoted the hotline and website for assistance. 
Korean Outreach 
GCAF translated the registration renewal insert to Korean and posted online. The Korean version was promoted to stations to alleviate communication issues. 
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 Vietnamese Outreach GCAF translated the registration renewal insert to Vietnamese and posted online. The Vietnamese version was promoted to stations to alleviate communication issues. Senior Citizen Outreach GCAF continued the Waiver Information Line (option 4) to expedite senior renewals. GCAF continued the promotion of the Senior Exemption Application Requirements document for service center and tag office posting. GCAF promoted its collateral materials to senior motorists and organizations. GCAF PI&CP Team The GCAF PI&CP team included: 
A. Executive Program Manager Shawn Bomar B. Public Information Manager Becky Dent Robinson, who reported to EPD staff members 
including Kelley Nardell-Powell and Ashley Besaw Non-Contract Deliverables 
A. GCAF used Google Analytics to track traffic to the GCAF website. B. The GCAF Call Center continued partnering with GCAF Service Centers to provide status on 
previously-submitted applications, as well as assisting seniors who call in to renew their exemptions. C. The Waiver Information Line (option 4) remained available at the GCAF Call Center. 
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 Industry Outreach 
Georgia's Clean Air Force conducted industry outreach to active emission inspection stations (both test only and test and repair) and prospective business owners. 
Outreach goals in 2016 included: educate emission inspectors on OBD, ASM and TSI testing procedures; ensure accurate dissemination of program information; provide high quality motorist assistance; maintain an acceptable level of inspection stations to serve the metro Atlanta area; and provide guidance for the successful roll-out of Phase V. 
Regarding Phase V, communications and outreach efforts continued for the software and hardware upgrade, which concluded in December. Communication efforts included the continuation of a dedicated Web page, GAS messages, emails, and IAB meeting announcements. In May, GCAF hosted two open house events at its GCAF North and Central locations to field station inquiries and to offer a meet-and-greet opportunity with the equipment manufacturers (EMs). 
Outreach Messages 
A. OBD testing: 
1. OBD testing is a more accurate and efficient method of testing vehicle emissions. 2. If a vehicle's battery was recently repaired or disconnected or if emissions-related 
repairs have recently been conducted, a vehicle should be driven for one to two weeks, including some highway driving, prior to having a retest. 3. The RepairWatch program provides a marketing opportunity and exceptional assistance to consumers. 4. Vehicles that are well-maintained throughout the year create less pollution and have a greater chance at passing the emissions inspection. 5. Emissions testing is important for our health: a. Vehicle emissions lead to the creation of ground-level ozone, which can aggravate 
asthma and other respiratory conditions. b. Emissions testing is helping to identify and clean up heavy polluting vehicles in the 
metro Atlanta area. c. Emissions testing is improving metro Atlanta's air quality. 
Target Audiences 
A. Vehicle emissions station owners, managers and inspectors within Georgia's Enhanced I/M program 
B. Industry Advisory Board (IAB) officers and meeting attendees C. Repair industry D. Used vehicle dealers E. Fleets 
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 Industry Outreach Resources/Deliverables 
Station Owner Presentation 
The station owner training program is designed to assist all new station owners with opening their station. The Station Owner Presentation is required for all current station owners to view in order to renew their station license. The purpose of this presentation is to: inform station owners of the program requirements and their oversight responsibilities; expedite the station start-up process; assist station owners with identifying and reporting improper and/or fraudulent emissions testing; and educate station owners about ongoing maintenance and managerial functions within the analyzer software. The presentation is updated annually or as needed, with any updates to program processes. 
Industry Advisory Board (IAB) 
GCAF participated in IAB meetings as a vital source for communication between EPD, GCAF, and the emissions inspection and emissions repair industries. The Public Information Manager attended each meeting and provided an update on PI&CP activities. GCAF promoted each meeting via GAS messaging and posted all meetings on the GCAF website, in addition to an updated listing of IAB board members. 
RepairWatch Program 
The quarterly repair effectiveness reporting mechanism was continued, consisting of two (2) reports: the Facility Summary and the Public Report. The Facility Summary is the individual repair facility's report card while the Public Report is a complete listing of all facilities that qualified for public use. 
Repair facilities that completed 12 or more emissions-related repairs within the designated sixmonth reporting period, maintained an initial retest passage rate of 80 percent or better, and the vehicles being reported received all recommended emissions-related repairs, qualified for listing in both reports. Stations were not included in the report if they were suspended or revoked at the time of printing. 
Facility Summaries were posted on the GCAF website. The online availability enabled instant access to the summaries and the ability to print multiple copies at any time during the quarter. The Public Report was posted on the GCAF website and booklets were mailed to all testing stations. GCAF assisted stations with securing additional copies, upon request. Below is a summary of all 2016 reports: 
 
Reporting Quarter Q1 2016 Q2 2016 Q3 2016 Q4 2016 
 
Collection Period July 1, 2015  December 31, 2015 October 1, 2015  March 31, 2016 January 1, 2016  June 30, 2016 April 1, 2016  September 30, 2016 
 
Expiration Date April 30, 2016 July 31, 2016 
October 31, 2016 January 31, 2017 
 
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 Quarterly RepairWatch e-newsletters were distributed to stations to communicate program updates and reminders. 
GAS Messages 
Program changes; announcements, and reminders were delivered throughout the year to the industry, via messages over GAS units. In 2016, 48 messages (listed below) were sent to inspection stations, EPD, GCAF, service centers, call center staff, and IAB members. Pertinent GAS messages were posted to the GCAF website, as necessary. 
2016 GAS Messages 
1. "VRT Update for 2013 Model Year Vehicles": January 4, 2016 2. "IAB Meeting January 14 at GCAF North": January 6, 2016 3. "Stations Required to Display New Motorists' Rights Posters": January 8, 2016 4. "Holiday Closing Notice": January 14, 2016 5. "Steps and Timeline for Phase V": January 28, 2016 6. "Repair Watch Report Notification": February 3, 2016 7. "Reminder  Stations Required to Display New Motorists' Rights Posters": February 18, 
2016 8. "Reminder  Station Update Reminder for 1995 and Older MYVs": March 22, 2016 9. "Reminder On Tag Number Entries": March 24, 2016 10. "Clarification on Reminder on Tag Number Entries": March 28, 2016 11. "GCAF Applauds the Reduction of Particulate Matter and Ozone Pollution": April 5, 2016 12. "IAB Meeting April 14 at GCAF Central": April 7, 2016 13. "Phase V  Instructions for Station Owners/Managers": April 15, 2016 14. "Holiday Closing Notice": April 22, 2016 15. "Upgrades Available for Phase V  Open Houses": May 3, 2016 16. "New Stant Fuel Cap Application Chart Required": May 9, 2016 17. "You Are Invited To The GCAF Phase V Open Houses": May 13, 2016 18. "Join Us Tomorrow For The Phase V Open House": May 17, 2016 19. "Join Us Tomorrow For The Phase V Open House": May 24, 2016 20. "Update to Available Upgrades for Phase V": May 23, 2016 21. "Holiday Closing Notice": May 27, 2016 22. "Phase V Internet Requirements  Stations Must Upgrade by Oct. 31": June 24, 2016 23. "Holiday Closing Notice": June 30, 2016 24. "IAB Meeting July 14 at GCAF Central": July 12, 2016 25. "All Equipment Manufacturers Now Available for Upgrade to Phase V  Stations Must 
Upgrade by Oct. 31": July 20, 2016 26. "GCAF GAS Message: Random TSI Events August 4 and August 5": August 4, 2016 27. "Random TSI Event  Perform Data File Refresh": August 4, 2016 28. "New Phase V Software Version Available for Worldwide and Bosch Customers": August 5, 
2016 29. "Random TSI Events August 11 and August 12": August 9, 2016 30. "RepairWatch Report Notification": August 9, 2016 31. "Random TSI Events August 25 and August 26": August 23, 2016 32. "Stations Must Upgrade to Phase V by Oct. 31  Don't Delay": August 26, 2016 33. "Holiday Closing Notice": September 1, 2016 
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 2016 GAS Messages (continued) 
34. "Random TSI Event September 28": September 26, 2016 35. "Holiday Closing Notice": October 10, 2016 36. "IAB Meeting October 13 at EPD": October 11, 2016 37. "Phase V Update": November 1, 2016 38. "Random TSI Event November 4": November 2, 2016 39. "Station Closeout Requests  W9 Notice": November 7, 2016 40. "Holiday Closing Notice": November 8, 2016 41. "Holiday Closing Notice": November 21, 2016 42. "Early Birds and Late Registrations": November 22, 2016 43. "Final Update on Phase V Software/Hardware Equipment Upgrade": November 28, 2016 44. "Final Update on Phase V Software/Hardware Equipment Upgrade": December 7, 2016 45. "2017 English Q&A Brochures Now Available": December 9, 2016 46. "2017 Program Updates": December 13, 2016 47. "Holiday Closing Notice": December 21, 2016 48. "2017 Spanish Q&A Brochures Available": December 29, 2016 
 
Station Hotline 
 
Assistance 
 
A toll-free technical support hotline answered and resolved 7,312 inquiries from inspection stations. Additionally, a message center remained available after-hours and weekends for reporting of trouble issues. GCAF continued its training of station assistance representatives through the annual call center training presentation, monthly trainings, and email reminders/notices. 
 
GCAF utilized Knowledge Base, an online information tree, to support call center representatives with technical inquiries. 
 
Georgia's Clean Air Force Website (www.cleanairforce.com) 
 
The website was updated periodically with program information including: station contact information; Industry Advisory Board contacts and meeting schedule; inspector training information and schedule; and sign vendor listings. GCAF promoted the website to the industry as a reliable program resource for program information. 
 
Key updates included: 
 
A. Maintenance of a dedicated Web page to house important Phase V documents and announcements. A "countdown clock" was added to reinforce the deadline for station owners to complete the software and hardware upgrade. 
B. The inspector recertification training class was updated and posted online. C. Important GAS messages were posted for easy station retrieval. 
 
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 Station Signage To reinforce strong visual identity and message consistency, GCAF monitored station signage and assisted with sign inquiries. GCAF updated the sign vendor list, as needed, and posted on the website. A new sign specifications handout was created and posted online. Additionally, a letter was created for auditors to hand out to stations with improper signage, which outlined corrective steps to take. Industry Database GCAF utilized its database, compiled of vehicle emissions station operators in the 13-county metro Atlanta area, as a basis for all website and direct mail activities. Used Vehicle Dealer Outreach Outreach efforts to used vehicle dealers included three electronic fact sheets  one (1) targeting motorists ("Buyer Beware"), one (1) targeting sellers to outline their responsibilities ("Seller Beware"), and one (1) targeting dealers to outline their responsibilities ("Dealer Compliance"). The "Buyer Beware" and "Seller Beware" flyers were available in English and Spanish. The GCAF website has a Web page dedicated to providing information to dealers and motorists on the laws on used vehicle sales and the available Used Vehicle Sale Complaint Form. GCAF promoted used vehicle sale information via the RepairWatch E-News e-newsletter. The tracking and database tool continued via the GCAF Dashboard for all used sales complaints, providing easy search and reporting functionality. Non-Contract Deliverables 
A. The GCAF Call Center continued partnering with the GCAF Industry Administrative Department to provide stations and inspectors with general information regarding their license expiry date, insurance status, application status, etc. 
B. The Non-Compliant Sign Program continued, as needed. 
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 Repair Industry Outreach 
To ensure the continued success of Georgia's Enhanced I/M Program, GCAF offers outreach materials for the repair industry to maintain and to increase its technical knowledge. GCAF's repair industry outreach program included: information hotline assistance, inclusion of a link to an online repair technician training; promotion of online training; technical service bulletin (TSBs) monitoring; and a repair database. 
Information Hotline Assistance 
A toll-free repair technician hotline answered and resolved 193 inquiries from repair technicians and repair facilities in the metro Atlanta area that had questions specifically related to emissions. Additionally, a message center remained available after-hours and weekends for reporting of trouble issues. GCAF continued its training of repair assistance representatives through the annual call center training, monthly trainings, and email reminders/notices. 
GCAF utilized Knowledge Base, an online information tree, to support call center representatives with technical inquiries. 
Online Repair Technician Training 
To increase the knowledge of repair technicians in the metro Atlanta area, the online training program continued with a link on the GCAF website to the dedicated training Web page created by Delmar CENGAGE Learning, located at: http://www.delmarlearning.com/browse_product_detail.aspx?catid=32199&isbn=1435441478&cat 1ID=TDR&cat2ID=MDT. 
Promotion of Online Training 
GCAF promoted the online training via: 
A. The quarterly e-newsletter RepairWatch E-News B. Announcement at IAB meetings C. Website microsite dedicated solely to repair technicians D. Call center IVR script announcement 
Repair Database 
A database was compiled, called the Repair Assistance Knowledge Base, and included DTC, warranty, recall and TSB information. This information was posted online for motorists to look- up specific vehicle information and to assist with emissions-related repairs. GCAF utilized the OBD Clearinghouse with its vehicle search functionality and the GCAF L-1 technician. The database was updated, as needed. 
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 TSB Monitoring 
As part of the Repair Assistance Knowledge Base, GCAF monitored key technical service bulletins (TSBs). GCAF posted a TSB and Recall Notification List on the GCAF website for repair technicians to access needed. Additional TSB/recall notices were sent via email, as needed. 
Repair Effectiveness Rating 
The monthly Repair Effectiveness Rating includes Initial After-Repairs tests where repairs were made before the test was conducted. Aborts are not included in the rating. Below is a summary of all annual ratings: 
 
Month January February March 
April May June July August September October November December 
 
2016 Repair Effectiveness 
 
Total Pass 
 
Total Fail Total Pass % 
 
14,895 
 
3,067 
 
82.9% 
 
15,429 
 
3,409 
 
81.9% 
 
16,772 
 
3,653 
 
82.1% 
 
14,071 
 
3,116 
 
81.9% 
 
13,476 
 
3,004 
 
81.8% 
 
13,554 
 
3,039 
 
81.7% 
 
13,893 
 
2,916 
 
82.7% 
 
15,441 
 
3,229 
 
82.7% 
 
14,587 
 
3,257 
 
81.7% 
 
15,922 
 
3,715 
 
81.1% 
 
14,889 
 
3,572 
 
80.7% 
 
14,904 
 
3,572 
 
80.7% 
 
Total Fail % 17.1% 18.1% 17.9% 18.1% 18.2% 18.3% 17.3% 17.3% 18.3% 18.9% 19.3% 19.3% 
 
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 County Tag Office Outreach 
As the initial and most utilized point of contact for program information, GCAF incorporated several outlets for communicating, training and assisting the 13 metro Atlanta county tag offices in regard to the I/M program. 
Annual I/M Program Update Meeting 
The annual training meeting was conducted on October 19, 2016, at Zoo Atlanta. The meeting covered updates on the 20th anniversary, program statistics/updates/reminders, Alternative-Fuel Vehicles (AFVs), enforcement, and public information resources. Attendees were provided a Google Docs link for all handouts. They also received 20th anniversary gift bags and free admission to the zoo. A survey was distributed following the meeting. 
New Hire Training 
GCAF provided a link via Google Docs to each county to access a training presentation that can be used for new hire training. 
Online Survey 
A survey was created and distributed to tag office contacts to gauge preferences on receiving GCAF updates and communications. 
Registration Renewal Insert 
GCAF developed, printed and distributed the annual registration renewal inserts. The inserts were updated with annual changes including model year vehicles covered. Each tag office was supplied an ample amount of inserts to use as handouts throughout the year. Additional inserts were provided, upon request. GCAF partnered with Wells Fargo for distribution and storage. 
Who Gets Tested When? 
The 2016 "Who Gets Tested When?" flyer was posted on the GCAF website and distributed to tag office contacts to assist with general motorist inquiries. The document provided registration scenarios and how to properly address. An at-a-glance version was created for desktop posting and easy retrieval. 
2016 Question and Answer Brochures 
GCAF provided Q&A brochures, upon request. 
Posters 
All county tag and satellite offices were provided a Motorists' Rights and Social Media poster, as needed. 
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 Foreign Language Collateral Assistance GCAF promoted the availability of the registration renewal insert in Spanish, Korean, and Vietnamese, to assist county tag offices with non-English speaking motorists. GCAF promoted the website as an online portal for inserts, in addition to the Spanish media articles, Q&A brochures, and Motorists' Rights posters. Tag Office E-marketing and Personnel Database Email updates were distributed to tag office contacts, as needed, regarding program updates and reminders. A database was maintained with email addresses of tax commissioners and office personnel. GCAF utilized an email marketing service to maintain the aforementioned database of email addresses. Point of Contact GCAF served as point of contact for tax commissioners and tag office staff and provided assistance to I/M-related inquiries. 
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