- Commissioner for Transport, Mr. Oluwaseun Osiyemi, inspecting the guard of honour mounted by officials of the Lagos State Traffic Management Authority (LASTMA) during the commissioning of the agency’s Customer Support Centre in Lagos…Tuesday
By Anthony Nwachukwu
In continuation of efforts to revolutionise road traffic management in the state, Governor Babajide Sanwo-Olu has launched the Lagos State Traffic Management Authority (LASTMA) Customer Support Centre to provide real-time, efficient solution to traffic control with 24-hour dedicated lines.
The integrated research-based concept, with the catch-phrase, “See Something, Say Something,” aims to maintain an unhindered and improved traffic flow through prompt feedback system, whereby the general public promptly reports traffic situations using apps or toll-free numbers, or walk in with report(s) for an equally prompt attention by LASTMA agents.
This comes as LASTMA disclosed that it impounded a total of 9,370 vehicles from January to June 2024 over various road traffic infractions, with commercial buses accounting for 5,547, while private vehicles were 3,623.
The data also showed that out of the 3,622 broken down vehicles recorded on the roads within the period, trucks were highest at 948, followed by containerised vehicles at 818 and buses at 641, while suvs were the least at 172
Speaking at the unveiling, Special Adviser to the Governor on Transportation, Mr. Sola Giwa, said it comprises a toll-free call centre, walk-in complaint centre, website, whistleblower app and a new Department of Statistics, Research and Data.
Giwa explained that these are “intended to boost communication between the public and our traffic management authority, simplify traffic operations, and significantly improve the overall driving experience in our bustling commercial capital.
“Lagos is densely populated and this sometimes results to daily gridlocks and accidents contributing to traffic challenges. In response, the customer support centre aims to provide real-time, efficient solution to traffic management, reflecting our government’s commitment to leveraging technology for public service enhancement.”
According to him, the state-of-the-art call centre is operational round the clock throughout the week and is manned by trained professionals skilled at handling a wide range of traffic-related issues.
The general public and motorists “can contact the call centre via toll-free dedicated hotlines to report traffic incidents, request assistance, or seek information on road conditions, including reports on the activities of LASTMA personnel,” he explained.
“Using advanced technology, the call centre will track incidents, dispatch traffic officers and coordinate with other emergency services where necessary. This integrated approach ensures that help is always just a phone call away, providing a lifeline for motorists caught in traffic distress.”
The call centre can also accept accident reports and unexpected roadblocks, while motorists can quickly notify LASTMA for swift deployment of traffic officers to manage and clear the scene, thereby reducing delay and preventing secondary accidents,” Giwa added.
The call centre will also serve as an information hub for motorists, as drivers can call in to get real-time updates on road conditions and traffic advisory, while the walk-in complaint centre represents a significant step in fostering better communication between the public and LASTMA, which then deploys swift solutions.
Also, the whistleblower app will enable motorists and other road users to report dangerous driving and other reckless behaviours on the road, while LASTMA reacts immediately to uphold traffic regulations.
Meanwhile, to make this project efficient and result-oriented, LASTMA has trained its staff to handle calls professionally and efficiently, ensuring that every interaction contributes to a positive outcome. The public can look forward to a more responsive traffic management system that is better equipped to handle the demands of Lagos’s dynamic road network.
Addressing newsmen afterwards, the Commissioner for Transport, Mr. Oluwaseun Osiyemi, noted that though the state may not cover everywhere, “with this kind of resourceful and wonderful idea, we will be able to reach more places and get more accessible.”
Allaying fears that the centre might also be unable to handle the volume of complaints that might flow in, Osiyemi explained that “10 persons will be taking toll-free calls, and there are more than enough resources to attend to those things,” adding that a lot of work has been put into the backend.
Accordingly, this project puts everyone on their toes, because “once you know that there is a mystery shopper or somebody watching you, it is just apparent that you behave better,” adding that the agents, aware of the feedback process, will adjust to give a better service.
Osiyemi described the feedback process as “very helpful and resourceful,” noting that though there had been complaints about LASTMA not being up to par, there is need to be intentional with every action.
“So we need to be proactive and deal with issues as they emanate, irrespective of emotional involvement as humans, but there must be a process and a guide to regulate what they do.
For LASTMA General Manager, Mr. Olalekan Oki, the “see something and say something” concept is a welcome development that will also put the agency’s operatives on check against unethical practices.
“In this agency, we prioritise feedback, especially for the Lagos motoring public, and this will equally enhance our service delivery at all time, for us to perform optimally.”
