They included: * a poster for SURS to be displayed at
access; and * an information manual for SURS agency
Coinciding with the mailing of the SURS BenefitLine communication materials, SURS sent news releases to SURS agency representatives for publication in the agencies' newsletters.
Communication materials for this phase were designed to describe SURS BenefitLine in detail, without overwhelming or confusing readers, and to ensure that callers would remember the hotline number and their PIN.
The success of SURS BenefitLine depended on whether participants used the system, whether it effectively decreased calls to SURS offices and whether participants liked it.
In the first five days after SURS BenefitLine went into effect, almost 3,500 calls were taken.