IMO, the problem is not the equipment, it's the ever increasing pressure to get these runs out as fast as humanly possible. All they get is an address and a code before they send it to us, no cross-street verification until AFTER you're on the road. This was the basic flaw in our own pre-release program the year or so before UCT.
I forget which mayoral puppet said, in effect, at a council meeting that they don't care if they get a few wrong a day. They still did thousands others correctly -- call it an acceptable rate of loss if you will.
HOWEVER, in defense of dispatchers everywhere let me say that there is one thing that none of you in the field will know unless you have answered 911 calls. It's very hard to get accurate information from a person that's screaming, or is irrational and not thinking correctly because their world, their life, their home is in jeopardy. Add to the mix that some people don't know their own address and you have a recipe for disaster. Throw in a supervisor that will write you up for whatever reason they can find and you have NYC 911.