Emmanuel Clement
The Lagos State Traffic Management Authority (LASTMA)has commenced a three-day intensive refresher training for its personnel to enhance service delivery, strengthen operational standards, and align the agency with emerging global trends in traffic management and customer relations.
The capacity-building programme, organised in partnership with Mactay Consulting, LASTMA’s strategic training partner, was developed following a comprehensive Training Needs Assessment (TNA)carried out among Contact Centre Agents and Support Staff. 
The findings from the assessment were structured into eight learning modules aimed at closing identified competency gaps.
The modules cover Professional customer interaction,communication skills, emotional intelligence, customer experience excellence, contact centre operations, work-life balance and stress management,operational standards,and data protection & information security.
Participants include 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— all serving at the frontline of public engagement.
Speaking at the flag-off, the General Manager of LASTMA, Mr. Olalekan Bakare-Oki, commended the Lagos State Government for its continuous support in strengthening the agency through human capital development.
He noted that the complexities of modern urban mobility require officers who are knowledgeable, adaptable, and committed to internationally recognised best practices.
“The nature of traffic management is changing rapidly. Lagos is growing, vehicular density is increasing, and public expectations are higher. Continuous training is no longer optional, it is essential,” Bakare-Oki said.
He urged participants to apply the knowledge gained to improve efficiency, professionalism, and public engagement.
“Training must translate into action. Every interaction with a motorist is an opportunity to build confidence in LASTMA and the Lagos State Government. I expect to see more courtesy, empathy, accountability and professionalism from our officers,” he added.
The GM also lauded Mactay Consultin for its professionalism in delivering the programme, stressing that strategic partnerships are vital to exposing LASTMA personnel to modern tools and global standards.
The three-day training is expected to improve communication skills, deepen understanding of customer service principles, promote better stress management, reinforce adherence to operational guidelines, and strengthen data protection awareness.
This initiative underscores LASTMA’s commitment to building a responsive, professional, technologically driven, and people-centred traffic management institution that meets the demands of a 21st-century megacity like Lagos.
