LASTMA Trains Officers on Global Best Practices, Customer Service and Emerging Traffic Management Trends

The Lagos State Traffic Management Authority (LASTMA) has commenced a three-day modularised refresher training programme designed to enhance the professional capacity of its personnel and expose them to emerging global trends, operational standards and best practices in traffic management and customer service.

The capacity-building initiative, organised by MACTAY CONSULTING, a strategic training partner of LASTMA, followed a comprehensive Training Needs Assessment (TNA) conducted among Contact Centre Agents and Support Staff of the Agency.

Findings from the assessment were subsequently developed into eight structured learning modules aimed at addressing identified competency gaps while strengthening efficiency, professionalism and service delivery across the Agency’s critical operational interfaces.

The modules cover Building Professional Customer Interactions, Communication Skills, Emotional Intelligence, Customer Experience Excellence, Contact Centre Operations, Work-Life Balance and Stress Management, Operational Standards, as well as Data Protection and Information Security.

The three-day programme brings together personnel whose duties involve direct and frequent interaction with members of the public and other stakeholders. Participants include Zonal Heads, Digital Complaints Centre Officers, Dispatch and Monitoring Centre (DMC) personnel, Physical Complaints Officers, Communication Room Officers, Public Relations Department (PRD) personnel and Front Desk Officers.

Speaking at the commencement of the training, LASTMA General Manager, Mr. Olalekan Bakare-Oki, commended the Lagos State Government for its continued support for the professional development, capacity enhancement and institutional strengthening of the Agency.

Bakare-Oki said sustained investment in human capital remained critical to building a responsive, technologically adaptable and citizen-centred traffic management institution capable of addressing the increasingly complex demands of modern urban mobility.

He noted that the rapidly changing traffic environment, driven by increasing urbanisation, rising vehicular density and growing expectations from road users, made continuous learning and professional development imperative for traffic management personnel.

According to him, LASTMA officers must continually update their knowledge, embrace professional reinvention and align their operations with internationally recognised standards and best practices.

The General Manager charged participants to translate the knowledge acquired during the training into measurable improvements in their daily responsibilities, stressing that the true value of capacity development lies in its practical application.

He emphasised that training should go beyond an academic exercise, describing it as an institutional tool for converting knowledge and skills into improved service delivery, operational efficiency, effective public engagement and better traffic management outcomes.

Bakare-Oki further urged the officers to demonstrate greater emotional intelligence, courtesy, empathy, professionalism and accountability in their dealings with members of the public.

He explained that every interaction between a LASTMA officer and a road user provides an opportunity to build public confidence in the Agency and strengthen its relationship with the motoring public.

The LASTMA boss also appreciated MACTAY CONSULTING for its contribution to the organisation and delivery of the programme, noting that strategic partnerships remained valuable in exposing personnel to contemporary professional practices, innovative approaches and evolving global standards.

The training is expected to improve participants’ understanding of modern customer-service principles, strengthen communication and interpersonal skills, promote effective workplace stress-management practices, reinforce compliance with operational standards and deepen awareness of data protection and information-security protocols.

The initiative further demonstrates LASTMA’s commitment to continuous professional development as a key strategy for repositioning the Agency as a professional, technologically driven, responsive and people-oriented traffic management institution operating in line with evolving global standards and best practices.

Adebayo Taofiq
Director, Public Affairs and Enlightenment Department, LASTMA