The Lagos State Traffic Management Authority (LASTMA) has commenced a three-day modularised refresher training programme aimed at strengthening the professional competencies of its personnel and equipping officers with contemporary knowledge, emerging global trends, operational standards and best practices in traffic management and customer service.
The capacity-building programme, organised by MACTAY CONSULTING, a strategic training partner of LASTMA, was developed following a comprehensive Training Needs Assessment (TNA) conducted with LASTMA Contact Centre Agents and Support Staff. The outcome of the assessment was subsequently translated into eight structured learning modules, meticulously designed to address identified competency gaps and enhance the efficiency, professionalism and service orientation of personnel across critical operational interfaces.
The training programme encompasses critical thematic areas including Building Professional Customer Interactions, Communication Skills, Emotional Intelligence, Customer Experience Excellence, Contact Centre Operations, Work-Life Balance and Stress Management, Operational Standards, and Data Protection and Information Security.
The three-day programme brings together a broad spectrum of personnel whose responsibilities place them at the frontline of interaction with members of the public and other stakeholders. Participants comprise 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 during the commencement of the programme, the General Manager of LASTMA, Mr. Olalekan Bakare-Oki, commended the Lagos State Government for its sustained support towards the continuous professional development, capacity enhancement and institutional strengthening of the Agency.
Bakare-Oki noted that the administration’s commitment to human-capital development remained pivotal to building a more responsive, technologically adaptable and citizen-centred traffic management institution capable of navigating the increasingly complex dynamics of contemporary urban mobility.
He emphasised that the rapidly evolving nature of traffic management necessitates continuous learning, professional reinvention and an unwavering commitment to internationally recognised best practices, particularly as Lagos continues to experience unprecedented urbanisation, increasing vehicular density and heightened expectations from road users.
The General Manager therefore charged the participating officers to translate the knowledge and competencies acquired during the training into tangible improvements in their daily responsibilities, urging them to imbibe and operationalise the newly acquired knowledge, methodologies and professional standards in the discharge of their duties.
He stressed that training should not be perceived merely as an academic exercise, but rather as an institutional instrument for converting knowledge into measurable improvements in service delivery, operational efficiency, public engagement and traffic management outcomes.
Bakare-Oki further urged the officers to demonstrate greater emotional intelligence, courtesy, professionalism, empathy and accountability in their interactions with members of the public, stressing that every point of contact with a road user represents an opportunity to reinforce public confidence in the Agency and strengthen the relationship between LASTMA and the motoring public.
He also acknowledged the contribution of MACTAY CONSULTING towards the organisation and delivery of the capacity-building initiative, noting that strategic partnerships of this nature were essential to exposing LASTMA personnel to contemporary professional practices and emerging global standards.
The three-day programme is expected to deepen participants’ understanding of contemporary customer-service principles, enhance communication and interpersonal competencies, promote healthier approaches to workplace stress management, reinforce adherence to operational standards and strengthen awareness of data protection and information-security protocols.
The initiative underscores LASTMA’s unwavering commitment to continuous capacity development as an indispensable instrument for repositioning the Agency as a professional, technologically driven, responsive and people-oriented traffic management institution, operating in consonance with evolving global standards and best practices.
Adebayo Taofiq
Director, Public Affairs and Enlightenment Department of LASTMA
