From Anthony Nwachukwu, Lagos

The Lagos State Government, in a bid to provide real-time, efficient solution to traffic management with 24-hour dedicated lines, has launched an integrated Customer Support Centre for the Lagos State Traffic Management Authority (LASTMA).

Speaking at the unveiling Tuesday, the Commissioner for Transport, Oluwaseun Osiyemi, said the research-based concept, with the catch-phrase, “See Something, Say Something,” will improve traffic flow with prompt feedback system whereby the public promptly reports traffic situations using apps or toll-free numbers for an equally prompt attention by LASTMA agents.

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,” adding that the project puts everyone on guard, and that the officials, aware of the feedback process, will adjust to give a better service.

Describing the feedback process as “very helpful and resourceful,” he stated the need to be intentional with every action. We need to be proactive and deal with issues as they emanate, irrespective of emotional involvement as humans. There must be a process and a guide to regulate what they do.”

He allayed fears that the centre might not be able to handle the volume of expected complaints, stating that “10 persons will be taking toll-free calls, and there are more than enough resources to attend to those things,” beside the website.

The Special Adviser to the Governor on Transportation, Sola Giwa, said the facility comprises a toll free call centre, walk-in complaint centre, website, whistleblower app and a new Department of Statistics, Research and Data 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 in daily gridlocks and accidents contributing to our city’s traffic challenges. In response to these challenges, the customer support centres aim to provide real-time, efficient solutions 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 24/7 and manned by trained professionals skilled at handling a wide range of traffic-related issues. Also, 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.

 “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.”

According to him, 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.

Also, the whistleblower app will enable motorists and other road users to report dangerous driving and other reckless behaviours on the road, while enabling LASTMA to react immediately to uphold traffic regulations.

On his part, LASTMA General Manager, Olalekan Oki, described the ‘see something and say something’ concept as a welcome development that will also put the agency’s operatives on check against unethical practices.

According to him, “in this agency, we prioritise feedback, especially for the Lagos motoring public, and this will equally enhance our service delivery at all times, for us to perform optimally.”