City Controller: ‘Philadelphia 311 system fails to meet key goals,’ prompts Managing Director rebuttal

The office of Philadelphia City Controller Alan Butkovitz released a critical analysis on Philadelphia 311, which prompted a retort from Managing Director Rich Negrin’s office.
From Butkovitz’s report:

City Controller Alan Butkovitz today released the Report on the Philly 311 System that found the $6 million a year constituent answering service didn’t meet any of the key goals established by the Nutter Administration. Of the more than 1.3 million calls that came into the 311 System in 2010, only seven percent were monitored.  One of the main missions of the 311 System was to monitor all calls received, classify the category of the call and the type of request, and track how much time it took for the request to be addressed and completed.

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“According to Butkovitz, the reduction in non-emergency calls to 911 has been virtually non-existent, if at all.”
“In addition, the Controller’s report found that the 311 System costs taxpayers $6 million a year, not $2.8 million as stated by the Administration.”
See the full report here [PDF].
In response, Negrin’s staff said: “more than 3,000 customer satisfaction surveys show an average customer satisfaction rating of 92 percent.”