LASTMA Begins 3-Day Refresher Training for Officers on Global Traffic Management Trends

The Lagos State Traffic Management Authority (LASTMA) has launched a three-day modularised refresher training programme to strengthen the professional capacity of its personnel and equip them with modern operational standards and customer service best practices.

Organised by MACTAY Consulting, a strategic training partner of the agency, the programme was developed following a Training Needs Assessment (TNA) of LASTMA Contact Centre Agents and Support Staff. The assessment informed the creation of eight structured learning modules tailored to bridge specific competency gaps and improve efficiency across critical operational areas.

The training covers key areas including 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.

Participants were drawn from frontline departments that regularly engage the public, including Zonal Heads, Digital Complaints Centre Officers, Dispatch and Monitoring Centre (DMC) personnel, Physical Complaints Officers, Communication Room Officers, Public Relations Department (PRD) staff, and Front Desk Officers.

Speaking at the commencement of the programme, LASTMA General Manager Mr. Olalekan Bakare-Oki commended the Lagos State Government for its continued support for staff development and institutional strengthening.

He noted that the government’s commitment to human capital development is central to building a responsive, technologically adaptable, and citizen-centred traffic management agency capable of navigating the increasingly complex dynamics of urban mobility.

Bakare-Oki emphasised that the rapidly evolving nature of traffic management requires continuous learning and adherence to global best practices, particularly as Lagos experiences rapid urbanisation, rising vehicular density, and higher expectations from road users.

He charged the participating officers to translate the knowledge acquired into tangible improvements in their daily responsibilities, stressing that training should not be treated as a mere academic exercise but as a tool for measurable improvements in service delivery and operational efficiency.

The General Manager urged the officers to demonstrate greater emotional intelligence, courtesy, and accountability in their interactions with the public, noting that every contact with a road user is an opportunity to reinforce public confidence in the agency. He also acknowledged MACTAY Consulting for its role in delivering the initiative, noting that such partnerships are essential for exposing LASTMA personnel to contemporary professional practices.

The three-day programme is expected to deepen participants’ understanding of modern customer service principles, enhance interpersonal competencies, promote healthier approaches to workplace stress, and reinforce adherence to data protection and information security protocols.

The initiative underscores LASTMA’s commitment to continuous capacity development as a tool for repositioning the agency as a professional, technologically driven, and people-oriented institution operating in line with evolving global standards.

By Abike Awojobi