I thought it was very easy to believe. A central conceit of the piece is that the system's maddeningly insane and needlessly difficult to interact with. If the system actually worked as advertised, you would certainly be right, and no doubt that was a goal of the refactor.
But training people to deal with crashes and exceptions is very hard, especially if it is under pressure. Often, this sort of training only takes places as catastrophes happen. Imagine you're an operator, and you have to use a system that's made of failures and bugs, you're exhausted from working doubles, and you can't debug anything: when it fails you have to rely on someone else.
(I have never worked in 911 operator facilities, only industrial operations.)
But training people to deal with crashes and exceptions is very hard, especially if it is under pressure. Often, this sort of training only takes places as catastrophes happen. Imagine you're an operator, and you have to use a system that's made of failures and bugs, you're exhausted from working doubles, and you can't debug anything: when it fails you have to rely on someone else.
(I have never worked in 911 operator facilities, only industrial operations.)