LASTMA Begins 3-Day Refresher Training to Equip Officers With Global Traffic Management Skills

 LASTMA Begins 3-Day Refresher Training to Equip Officers With Global Traffic Management Skills

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

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

According to the agency, the assessment identified key competency gaps which were subsequently developed into eight structured learning modules aimed at improving efficiency, professionalism and service delivery across critical operational interfaces.

The modules cover 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 at the three-day programme 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 programme, LASTMA General Manager, Mr. Olalekan Bakare-Oki, commended the Lagos State Government for its continued support for human-capital development and institutional strengthening within the agency.

Bakare-Oki said continuous professional development was essential to building a responsive, technologically adaptable and citizen-centred traffic management institution capable of responding to the changing demands of urban mobility.

He noted that the rapid transformation of traffic management, coupled with Lagos' increasing urbanisation and vehicular density, made continuous learning and professional reinvention imperative.

The General Manager charged participants to translate the knowledge acquired during the training into measurable improvements in their daily responsibilities.

He stressed that training should go beyond classroom learning, describing it as an institutional tool for improving service delivery, operational efficiency, public engagement and traffic management outcomes.

Bakare-Oki also urged officers to demonstrate greater courtesy, empathy, emotional intelligence, professionalism and accountability when dealing with members of the public.

According to him, every interaction between a LASTMA officer and a road user presents an opportunity to build public confidence in the agency and strengthen its relationship with the motoring public.

He further acknowledged MACTAY CONSULTING for its role in delivering the capacity-building programme, noting that strategic partnerships were important to exposing LASTMA personnel to contemporary professional practices and international standards.

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

LASTMA said the initiative forms part of its broader commitment to continuous capacity development and efforts to reposition the agency as a professional, technology-driven, responsive and people-oriented traffic management institution operating in line with evolving global standards.

The statement was signed by Adebayo Taofiq, Director, Public Affairs and Enlightenment Department, LASTMA.