LASTMA Begins Three-Day Refresher Training On Global Traffic Management Standards
OLORUNDARE ENIMOLA, Lagos
The Lagos State Traffic Management Authority (LASTMA) has commenced a three-day modular refresher training programme for its officers as part of efforts to strengthen professionalism, improve customer service and align the agency’s operations with emerging global trends and best practices in traffic management.
The capacity-building programme, organised by MACTAY Consulting, LASTMA’s strategic training partner, is designed to enhance the competencies of personnel who regularly interface with the public and other stakeholders.
According to LASTMA, the training followed a comprehensive Training Needs Assessment conducted among Contact Centre Agents and Support Staff. The assessment identified key competency gaps, which were subsequently developed into eight structured learning modules aimed at improving operational efficiency, professionalism and service delivery.
The programme covers key areas such as 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.
Participants include zonal heads, officers from the Digital Complaints Centre, Dispatch and Monitoring Centre (DMC), Physical Complaints Unit, Communication Room, Public Relations Department and Front Desk.
Speaking at the opening ceremony, LASTMA General Manager, Mr. Olalekan Bakare-Oki, commended the Lagos State Government for its sustained investment in staff development and institutional strengthening.
He said continuous human-capital development remains critical to building a responsive, technologically driven and citizen-focused traffic management agency capable of addressing the growing complexities of urban mobility in Lagos.
Bakare-Oki noted that the increasing pace of urbanisation, rising vehicular population and growing expectations of road users require traffic management personnel to embrace continuous learning and adapt to internationally recognised operational standards.
He urged participants to apply the knowledge and skills acquired during the training to improve their daily performance, stressing that capacity building should produce measurable improvements in service delivery, operational efficiency and public engagement.
The General Manager also challenged officers to demonstrate greater professionalism, courtesy, empathy, accountability and emotional intelligence in their interactions with members of the public, noting that every engagement with road users presents an opportunity to strengthen public confidence in the agency.
Bakare-Oki further acknowledged MACTAY Consulting for partnering with LASTMA to deliver the training, describing such collaborations as vital for exposing officers to contemporary professional practices and evolving global standards.
According to the agency, the training is expected to improve participants’ communication and interpersonal skills, reinforce adherence to operational standards, enhance customer service delivery, promote healthier approaches to workplace stress management, and strengthen compliance with data protection and information security protocols.
LASTMA said the initiative reflects its commitment to continuous staff development as part of broader efforts to reposition the agency as a professional, technology-driven and people-centred traffic management institution operating in line with global best practices.
