Hand-picked by Salt Lake County parks and recreation officials for a management study, employees now are picking apart the "disheartening" results.

Research was rushed, they say, the team of University of Utah students didn't use fair standards and the professor in charge had an agenda.

"We were happy to open ourselves up to evaluation," says Desiree Ingle, a county recreation manager who coordinated the study for the U. "But this gentleman came in with [the] bias: We're broken and he's going to fix us."

Dave Compton, the U. professor who guided the four-month "student-learning" project with Mayor Peter Corroon's blessing, says no way.

"It was intended for them to get a glimpse at what their own people were saying," says Compton, adding that neither he nor his students had an agenda "except to learn."

"They could have told us to stop the procedure at any time."

Based on focus-group interviews of a cross section of employees, a questionnaire, and more than 100 secret shopper visits, the 40-page report cites serious communication gaps and "heavy-handed" pressure to make money rather than focus on the community's recreation needs.

It further suggests marketing is poor, technology is outdated and that division director Glen Lu should be replaced.

The findings struck a nerve, partly because parks and recreation, with its array of services, serves as the face of the county.

On Friday, Community Services Director Chris Crowley rallied behind his employees.

"Our numbers are up," he noted, "and we do think it's a direct reflection of our quality of service. We are very proud of the product on the street."

Julie Peck, the department's former director, also defends the division.

"When you're trying to run a tight ship, you may have to wait in line. You may not get a call in right away," she says. "Overall, they do a phenomenal job with the resources they are given."

Peck also credits Lu for insisting on providing subsidies for low-income children, demanding accountability from his staff and operating with a limited budget from the County Council.

Lu, who has been division director since 1987 and with parks and recreation for 32 years, points to the popularity of facilities across the Salt Lake Valley.

He concedes the study was spot on in certain places, but notes 700 kids recently turned out for 340 spots in a program at the Dimple Dell Recreation Center.

Still, Nancy Day, a former county employee who now works as a recreation director for West Valley City, says customer complaints were common.

"Communication was a problem," she says. "Part-time seasonal help more or less ran the show. They didn't really have the authority to correct problems that would occur."

On balance, Compton says the division does a lot of things well. Some customer service is exemplary and he says the county has a loyal, dedicated work force.

But he also defends the report's critical findings, insisting the semester-long research was legitimate. And, he vigorously refutes Lu's claim that the director was not invited to participate.

"It was not our intention at all to cause harm," he says. "The division can choose to use our recommendations or ignore them, but hopefully, it was helpful."

Ingle, who says "ordinary, random employees" were selected to respond, is taking the results in stride.

"I'm kind of glad this whole thing erupted and there won't be this whispering campaign," she says.

Corroon, meanwhile, told insiders the exercise was an eye-opener.

"It sounds like the front-line workers know what they're doing," the mayor says. "The issues may be more with our internal county operation."

County rec by the numbers

l $40 million budget

l 250 full-time employees (more than 2,000, counting seasonal employees)

l 60-plus parks

l Six golf courses

l 12 recreation centers

l 18 aquatic centers (10 outdoor pools, 8 indoor)

l Three ice centers

l Four softball complexes

l Dozens of special-use facilities

l 18 competitive and recreational sports programs

l Latch-key programs and summer day camps