Home / Central – SOP


Coordination of all Operational Activities within the Region

  • Truck Deployment Schedule (TDS) per shift
  • Report on work done during shift operations
  • Monitoring of operational activities

Strategic Planning for the Regional Operation

  • Operational resource control
  • Strict allocation of available resources to achieve maximum results
  • Identification of solutions for peculiar waste management challenges within the Region by application of available resources wisely
  • Adoption of preventive / pre-emptive strategies to end indiscriminate waste disposal within the Region.
  • Effective Management of Human Resources
  • Proper deployment of human resources
  • Empowerment of operations personnel to achieve maximum results
  • Equitable application of available welfare packages
  • Time sheet and preparation of monthly salaries of those in that category
  • Welfare of all operations staff within the Region
  • Provision of kitting / rain wears
  • Respond to complaints

Requirements at the Point of Entry

  • Operators will be required to enter into a service level agreement with LAWMA Service Consumers and Community Development Association
  • Operators must maintain high level of Safety & Health standards
  • Operators are to provide information on their personnel
  • Operators must conform to the best practices with regards to waste management
  • Operators to service, bill and drive revenue in the assigned area.
  • Operators must submit a comprehensive data enumeration of the whole ward/ estate / area.

Collection / Transportation

  • The use of minimum of 2 Nos. compactor for a ward depending on the number of tenements within the allotted ward.
  • Proper colour coding of compactors and inscription of company’s name, telephone number, contact address and ward of operation.
  • Generate/submission of operating route plan before commencement of operation to ensure the sustainability of house to house collection
  • Waste collection should be done once (1) per week for residents

Provision of fliers and handbills to educate clients on days of operation and where to place bin for collection

  • Complete covering of open tipping trucks with tarpaulin or net to prevent dropping of loosed refuse on the roads and highways
  • Waste collector to provide Operatives with personal protective kits.
  • The placement of amber light on the waste operator’s trucks.


  • Operators should only dump refuse at stipulated landfill sites in the State.
  • The receipt of goods delivered (refuse dumped) should be collected on site for each trip made
  • The daily weighing of trucks on the weighbridge at each dumpsite to provide actual tonnage of refuse disposed.


  • Nonfunctional trucks
  • Irregular/skeletal services
  • Inefficient services
  • Illegal dumping
  • Encroachment

Identification and Enlistment of potential clients

  • Visitation to the potential client’s facility for the issuance of Introduction letter and evaluation. However, if conclusion can be reached at the first visitation, it shall be approved provided all necessary conditions have been satisfied visitation to dumpsite, consideration of the volume of waste as well as its agreed frequency of collection and proximity to the dumpsite
  • Schedule of a meeting date with client for discussion and possible enlistment upon the satisfaction of the essential conditions as above.
  • Sensitization of client’s on containerization of waste
  • Conclusion of enlistment should be made within 10 working days upon the issuance of introduction letter. The exception to this is recalcitrant clients and such client should be reported to the debt and compliance unit
  • All basic documents to validate the enlistment of client must be evidenced and forwarded to the Control Unit
  • The Control Unit shall generate a unique identification code for a prospective client upon the satisfaction of all necessary information and conditions therewith
  • Basic information for all newly enlisted clients shall be forwarded to the Legal Unit for the generation of a Memorandum of Understanding accordingly
  • All acceptance letters must be duly signed and must be written in permanent ink
  • No job shall be approved to any PSP operator without the necessary job placement letter accompanying it

Opening up new Business Areas such as venturing, event management etc.

  • Research into new business climes which must conform with acceptable standard as contained in the Lagos Waste Management Authority Law

Organization of Business Meetings/ Client’s Forum, Stake-holders, etc

  • Periodic stakeholders meeting shall be regulated by the Business Development Unit

Special duties ad hoc assignment

  • Involvement in all special duties ad-hoc assignment that falls under their jurisdiction from special duties unit

Clients’ Complaints Management

  • All Customer’s complaints must be proactively attended to within 24 hours of its receipt
  • All necessary documentations related to any complaints must be registered and communicated to all concerned parties accordingly
  • There must be a consistent synergy with the Customer Care Unit especially on complaints’ management

Sectoral Management of Business/Clients’ Classifications

  • Sectoral management of business/clients’ classifications (hotels, filling stations, schools, eateries, markets etc.)

Tariff review Initiation and Logical Conclusion

  • All newly enlisted clients shall be subject to service review relative to the terms and conditions as contained in the client’s Memorandum of Understanding
  • Tariff review shall be justifiable and proven with the ability to pay for prospective clients

Identification of Potential Clients

  • All potential client’s especially within the area of coverage of the respective officers must be identified and served necessary proceedings
  • The CSO’s must ensure that they relate with the Business Development Unit before closing any prospective enlistment whilst ensuring that all conditions are satisfactorily met
  • Recalcitrant prospective clients must be reported to the Business Development Unit for onward routing to the Debt and Compliance Unit for immediate compliance

Revenue Monitoring

  • All CSO’s are expected to maintain and update a Payment chart for all clients under their control. To this extent, all delivered bills shall be recorded in the payment chart accordingly
  • The online revenue report shall be regularly monitored and all confirmed payments therein shall be evidenced and recorded accordingly into the payment chart and its corresponding entry into the ledger
  • Reconciliation of all payment must be routinely carried out between the respective CSO’s and their Control Officers accordingly especially during the earmarked administrations day for the officers

Validation of Prompt Service Delivery to Clients

  • The Revenue Management Officers (CSO) shall be responsible for monitoring client’s facilities within their jurisdiction. They must ensure regular visit to client’s dumpsites, monitor that PSP operators conform with their route plan and service agreement to their clients, ensure prompt delivery of service bills and attend to client’s complaints with the underlying motive of customers satisfaction
  • They must ensure that customer’s request is promptly attended to within the shortest possible time. Any complaints whic

h could not be immediately managed at their level must be forwarded to the Business Development Managers for satisfactory resolution

  • All cases of poor service or complete absence of service must be reported immediately and if need for back up service is needed, such case(s) shall be reported for approval from the Business Development Managers
  • Under no circumstance shall back up service be unilaterally approved by the CSO’s without recourse to the respective managers. Any back up service must be put into writing and must be approved accordingly whilst erring PSP operators who has failed to notify any unforeseen shortcomings or problems must be reprimanded accordingly

Bill Distribution and Delivery Management

  • The CSO’s shall affirm that service was satisfactorily delivered to all clients under the periodic service time and bring up request for the issuance of bills to such client
  • Bills requisition for confirmed clients must be drawn up by the CSO’s for approval by their respective Business Development Managers
  • All such approved bills request shall be forwarded to the Control Unit on or before the 10th day of every bill month (FOR REGULAR SERVICE BILLS) whilst month end service for a preceding month must be submitted on or before the end of the first week of the immediate succeeding month
  • All per trip bill request must be accompanied with a valid confirmation from the client alongside the PSP dockets before such bills could be printed
  • All REGULAR SERVICE BILLS submitted to the Control Unit shall be completely printed and issued to the obligor latest 5 days after the receipt of the bill request whilst PER TRIP BILLS shall equally complete the 5-day cycle after the receipt of the bill request
  • The detached copy (LAWMA’S COPY) of all completed bills shall be expected to be delivered and returned within 14 working days upon its receipt from the Control Office
  • The returned bills copy must be submitted alongside the bill manifest relative to the respective clients
  • All cases related to no service, closure, recalcitrant, under negotiation etc. shall be returned undetached accordingly

Debt Management & Compliance

  • All recalcitrant prospective clients shall be sensitized to conform with the regulated waste management service as enabled by the Lagos Waste Management Authority Law 2007
  • The DMC shall receive complaints of erring clients from the BDM for necessary compliance proceedings
  • The DMC shall relate with the Legal Unit for necessary adjudications
  • The DMC is empowered to request for debt status from the respective units after prior information has been issued
  • The DMC shall relate with the Debt Control Manager from the Control Unit as well as correlate debt information with report from the CSO
  • The DMC must approve any demand notice before its onward delivery to affected clients
  • All demand notice must be correspondingly verified by the CSO, Regional Manager, Control Billing Officer and the Debt Control Manager at periodic request
  • All issued demand notices must be documented accordingly
  • The DMC shall work alongside the Legal Unit and the enforcement and Compliance department on all debt related issues

Enlistment Through Compliance Via the Issuance of Abatement Notices

  • Issuance of abatement/nuisance notices to culpable clients shall be in conformity with the approval from the Legal Unit
  • Any abatement/nuisance notice served shall be documented accordingly with necessary approval granted thereupon Information and weekly activity report

Feedback Mechanism

  • Feedback mechanism to the appropriate information Centre
  • Authentication of all information
  • Periodic Activity Reporting

Waste Handlers/Drivers

  • A driver must have valid license to operate vehicle.
  • Waste handler and driver are mandated to attend scheduled training as required.
  • There will be route plan and daily itinerary the drivers must follow.
  • It is expected that waste handlers and drivers are adequately kitted, the required personal protective equipment (PPE) which include: appropriate boots, apron, uniform, nose mask, hand gloves (not latex) etc, must be worn.
  • Waste handlers and drivers must be immunized on regular basis and/or as expected for Hepatitis B&C, Tetanus and other communicable diseases.
  • There should be no eating or placing of food in the van while on duty.
  • No waste should be left or kept overnight in the van.
  • Waste must be dropped off at LAWMA treatment facility by 4pm between Monday and Friday.
  • Drivers must obey State traffic rules and regulations as “LAWMA” would not be held accountable for any reckless actions

Wastes Transport Vehicles

  • Prior to engagement of prospective service provider, the vehicle must be inspected, approved and registered with the LAWMA Health-care Waste Unit.
  • The vehicle must be in designated colour and design, have the Operator’s information (company name, phone number) at side doors and the inscription of “BIOHAZARD SIGN” and “MEDICAL WASTE” on both sides and the rear of the vehicle.
  • The vehicle must be partitioned, and the storage compartment must be air-tight.
  • The vehicle must stay cleaned and in good operating condition at all times.
  • Disinfectants/cleaning solutions shall be used to clean the waste storage compartment on a daily basis.
  • The protective coverings in the storage compartment section should be removed and replaced as soon as possible, if it becomes contaminated.
  • The vehicle must meet LAWMA operating standards and requirements including: functional front and rear lights, good brakes, good tyres, windshield, and wipers etc.
  • The vehicle must be washed, sanitized on daily basis.
  • All transport vehicles containing health care waste shall be fully enclosed and secured when unattended.
  • The vehicle must be equipped with sanitary material, cleaning chemicals and absorbents.
  • The vehicle must be used strictly and only for the collection and transportation of medical waste from health care facilities.
  • The vehicle should maintain a weighing device for purpose of weighing waste collected.
  • The Operator must make the vehicle available whenever an inspection is scheduled.
  • All waste bins and buckets used for transporting waste should be cleaned and decontaminated on regular basis.

Waste Transporters (Operator)

  • The application fee of N50, 000.00 (Fifty Thousand Naira) is to be paid to the Lagos Waste Management Authority (LAWMA) once an applicant is pre-qualified.
  • The Operator will ensure that a “Certificate of Service Engagement” is obtained for collection, transportation and disposal of health-care waste from any facility in the State.
  • No registered operator may knowingly accept healthcare waste unless it has been properly segregated, and bagged for disposal.
  • Operator must give 60 days’ quit notice in writing if willing to relinquish appointment.
  • Every operator shall provide the waste generator with a receipt job card of pickup.
  • Operators must take record of actual volume of waste collected from each assigned facility and make it available on monthly basis (as part of summary report).
  • Monthly report of activities (summary report) must be submitted within the first 5 working days of the new month.
  • The waste collectors must collect medical waste from the point of collection as scheduled and adhering to the route plan.
  • Once route has been completed or the collection vehicle is filled, the waste collector is expected to transport medical waste to LAWMA treatment facility. Operator’s service may be terminated if not in complaint of all set rules.

The Chief Operating Officer

  • The Chief Operating Officer (COO) i.e. owner of the accredited registered company must endeavor to attend and be punctual for monthly meeting; the COO cannot miss two (3) consecutive meetings at any time in a year.
  • No driver, waste handler or unrecognized personnel would be allowed to represent the company or attend any of the meetings.
  • It is the responsibility of the COO to inform the health care facilities and LAWMA of any challenges that would disrupt the service.
  • Only one bank account shall be operated by the COO under this programme and agreement.
  • Franchisee is mandated to make available its operating bank account information and provide monthly statement record to LAWMA.

Monthly Report and Remittance

  • Quantity of waste collected from each healthcare facility.
  • Data and records of new enlistments (healthcare facilities).
  • Bank Statement records.
  • Healthcare facilities not in compliance: i.e. not providing expected waste volume, comingling healthcare waste with general waste should be reported.
  • Hospital debt profiles.
  • Issuance of bills/invoices to healthcare facilities for service rendered.
  • Based on the Bank Statement record, an approved % of monthly income/revenue shall be remitted to LAWMA’s account by the 5th day of the new month.

Treatment Plant/Operators

  • Medical waste unloaded from collection vehicles at the treatment facility would be transferred to the “BIOHAZARD WASTE BIN” used for emptying waste into the treatment chamber.
  • After treatment, the residual material would be transported to the final disposal location.
  • A special area/ location may be designated for treated medical waste residual disposal.
  • Disposal of the treated residues will be buried at the designated disposal site.

Client Service Officers

  • The vehicle must be used strictly and only for the collection and transportation of medical waste from healthcare facilities.
  • Must be a literate/ graduate in relevant profession.
  • Must be able to communicate well/ fluently with the clients
  • Must be teachable and demonstrate marketing skill.
  • Be conversant with the Lagos State Environmental Sanitation Law relative to Solid Waste Management.
  • Must ensure efficient and effective service delivery.
  • Must set realistic target for: enlistments, bill services, payments, debt recovery

As debt recovery officer, shall be responsible for the compilation of the list of default client/ debtors; Serve the demand notices within the time frame as provided by law; Perform reconciliation process after the service of each level of demand notices; Collate the list of all default clients after the expiration of the last demand notice and present to the head of enforcement

  • Enlistment of Markets, Plazas, Parks and Garages within the LAWMA Central market operational district in Lagos State.
  • Assigning Private Sector Participants (PSP) operators to the facilities.
  • Monitoring and evaluating the performance of the market PSP operators and WMS operations relative to Markets, Parks and Garages.
  • Sensitization on proper waste management in Markets, Plazas, Parks and Garages within the LAWMA Central market operational district
  • Distribution of monthly services bills to all enlisted facilities
  • Preparing / processing of payment request of the PSP operators.
  • Receiving payment evidences for confirmation on behalf of the Authority.
  • Initiating enforcement of non-compliance of the Markets, Parks and Garages.
  • Prompt Public Complaints investigation.
  • Mediation and resolution between PSP operators and facilities serviced.
  • Attending and convening meetings relative to Market, Plazas, Parks and Garages issues.
  • Terms of Engagement

    • Management has the exclusive right to change operational location as deemed necessary.
    • The appointment is provisional and subject to the following conditions:

    a) Provision of support staff/labor as stipulated herein: Relative to the stretch of the allotted route, the employment of support staff/sweepers is classified according to the conventional perceived value or merit as follows: PLATINUM: Twenty (20) nos. of staff shall be engaged for the delivery of the expected service. These Twenty staff shall comprise of one (1) no. supervisor and Nineteen (19) nos. sweepers. GOLD: Thirteen (13) nos staff shall be engaged for the delivery of the expected service. These thirteen staff shall comprise of One (1) nos. Supervisor and Twelve (12) nos. sweepers. SILVER: Ten (10) nos. staff shall be engaged for the delivery of the expected service. These ten staff shall comprise of One (1) supervisor and Nine (9) nos. sweepers.
    b) Bagging and disposal of removed litters/waste and vegetation in approved manner
    c) Monthly payment of the sum of Twenty-Five Thousand Naira (N25,000.00) only to the sweepers, Twenty-Five Thousand Naira (N25,000.00) for the safety operators and Forty Thousand Naira (N40,000.00)
    d) for the supervisors not later than the fifth (5TH) day of the subsequent month.
    e) Appropriate kitting of the engaged staff and provision of personal protective equipment (PPE), including but not limited to uniforms,
    canvas, raincoat, hand gloves, nose guard, plastic bags and other necessary tools as may be approved relative to changes
    f) Provision of strobe lights, flashers and all caution/safety systems in compliance with all applicable State and Federal Health and Safety requirements at all times.
    g) Provision of road camps/ street shelters for staff within the jurisdiction of the allotted routes.
    h) Strict adherence with stipulated working hours

    Minimum Obligations from the Contractee
    • The agreed services shall be provided between the hours of 6.00am -1:00pm and 2:00pm -7:00pm daily, public holidays inclusive, where work shifts are specified. Where work shift is not applicable, the service shall only be provided either between 6.00am -1:00pm or between 2:00pm -7:00pm as applicable.
    • All workers are expected to be at their respective duty post at least 30minutes before the stipulated service commencement time relative to their shifts
    • All workers must be appropriately kitted at all times and ensure strict compliance with personal protective equipment requirement.
    • Daily attendance register, which must be in triplicate, must be signed or thumb-printed by all attendees before the commencement of work, which must be ruled off by the supervisors and ditto upon the closure of work for the day
    • Route Managers are expected to countersign the daily attendance registers from the respective support service providers under their jurisdiction
    • Any compliant(s)/ challenge relative to the successful delivery of the expected job on a daily basis must be reported ahead of time to the route manager/coordinator such that it does not have any effect on the successful delivery of the job.
    • All collected waste shall be safely collected in plastic bags and strategically positioned along the curbs for collection by the designated waste collection truck(s).
    • For any job to be certified as satisfactory, the supervisors must ensure that there are no trails of dirt along the assigned area of coverage and all collected waste must be properly bagged and safely placed
    • Sweepers are expected to take their cart (waste) to any of the public waste receptacle along their routes
    • Sands or stones shall be sorted and bagged properly and same shall not be emptied into any drains, man-holes, water bodies etc.
    • Date stamped pictures of completed services must be profiled and archived such that it shall be readily available on demand by any monitoring officer
    • Weekly reports must be generated at the end of every week by the service provider
    All service providers are expected to submit a weekly progress report in line with a generic format generated by the Authority. The operator/ contractor is expected to file in a monthly payment request Assigned Work Area/Operational Location
    • MANUAL SWEEPING: The service provider shall manually sweep and remove litter/debris/filths from roads whether paved or unpaved within the assigned work area. Roads shall include any road, passageway, or alley constructed of asphalt, stone, tile, and brick or concrete or is otherwise hard surfaced. This includes but not limited to roadside edges, acceleration lanes, deceleration lanes, passing lanes and approaches. The work area shall include the paved area between the normal curb lines of a street whether actual curb lines exist or not, including median strips, traffic sidewalks, and areas adjacent to the street or parking lots within this work area. Gathering and removal of loose waste and debris along unpaved roads within the work area is also inclusive in your service assignment
    • LITTER COLLECTION FORM SPECIFIC PUBLIC FACILITIES: The service provider shall provide manual labor to be on duty during all open hours to sweep up and remove all litters along routes of public facilities such as squares, bus stops, toilets and junctions that are identified within allocated work area. This service shall include collecting all litters from the common areas by emptying all litter baskets.
    • BAGGING OF COLLECTED WASTES: The service provider shall ensure the collected litters are bagged properly and deposited at the collection (mustering) point assigned within allocated work area. The designated highway collection vehicles as provided by the Authority shall transport all collected bags to the designated disposal facility.

    Service Payment
    • Attainment of minimum of 65% rating on aggregate performance rating from the highway sanitation services department which is subject to clean street and adjoining roads, as the case may be, within the assigned work area
    • Regular availability of staff at respective duty post at all times
    • Effective and timely response to complaints
    • Compliance to health and safety standards

    Reprimands & Sanctions
    • Failure to employ the required minimum number of workers
    • Consistent poor operational performance
    • Failure to provide safety tools for workers
    • Delay or non-payment of salary to be engaged workers within stipulated time
  • Registration of Service provider (PSP)and Mechanical examination of the roll-on roll (chassis) for acceptability.
  • Training of operators on lifting, tipping and other evacuation and movement processes.
  • Stock taking of established bin location(s) and placements of bins as directed by the management.
  • Monitoring the safety and filling process of all bins in their locations, for Prompt evacuation of over-flowing waste bin.
  • Issuance of dockets to PSP vendor(s) on deployment to bin locations for dumping on landfill.
  • Deployment of both PSP & Lawma chassis to bin location(s) for evacuation of waste.
  • Daily reporting of Bins in all locations.
  • Weekly, Monthly and Quarterly analysis report of bins lifting frequency (ies), on each location, performance of PSP or chassis.
  • Preparing monthly payment schedule for PSP vendor(s).
  • Allocating Bin keepers (either direct from lawma or provided by the market or community) for each bin and ensuring the bin surrounding were sanitized.
  • Effective wearing of operational/PPE(s) gears by staffs and operators
  • Mandatory usage of netting by operators and other equipment during, moving and tipping process.
  • Welfare of staff within the unit.
  • Coordination of all Operational Activities within the Region

    • Enlistment of both public and private schools in the region for effective servicing
    • Deployment of PSP operators into schools in the region for prompt and effective servicing
    • Regular review of price and payment for services by schools in the region
    • Monitoring of schools’ waste points and PSP operations in the schools within the region
    • Regular report on work done by PSP operators in the schools within the region
    • Time sheet and preparation of monthly salaries of staff in the category
    • Welfare of all school waste sanitation staff within the region

    Strategic Planning for the Regional School Waste Sanitation Services
    • Resources control for effective usage
    • Strict allocation of available resources to achieve maximum resources
    • Identification of solutions for peculiar waste management challenges in schools within the Region by application of available resources wisely
    • Adoption of preventive/pre-emptive strategies to end indiscriminate waste disposal in schools within the Region

    Effective Management of Human Resources
    • Proper deployment of human resources
    • Empowerment of our personnel to achieve maximum results
    • Equitable application of available welfare packages among staff in the region

    Day to Day Running of The District as May Be Required
    • Provision of protective wears for workers
    • Prompt response and treatment of complaints