In the fast-paced and highly competitive quick service restaurant (QSR) industry, multinational enterprises with extensive operations face significant challenges in maintaining data privacy compliance. A robust Data Subject Access Request (DSAR) program is essential for enhancing customer trust and improving operational efficiency. By transparently handling personal data requests and streamlining processes, organizations can mitigate legal risks, avoid significant fines, and protect their market reputation.
The Challenge
As a global leader in the quick service restaurant industry, our client faced mounting pressure to ensure compliance with data privacy regulations worldwide. With thousands of locations spanning multiple countries, they were inundated with a backlog of DSARs from customers seeking access to or deletion of their personal information. Despite implementing OneTrust and making changes to external systems, nonfunctional system connections and over-engineered processes led to operational inefficiencies and errors in request handling. Recognizing the urgency and potential regulatory risks, they sought Myna’s expertise.
This included:
- A backlog of thousands of overdue DSARs.
- Nonfunctional system connections and over-engineered processes.
- Lack of internal alignment and operational inefficiencies in request handling.
Our Approach
Our approach developed from the ground up, included the following steps: discovery of existing processes, identification of issues, defining desired future state practices, debugging, troubleshooting, adjustments to workflows and operations as well as test plan development. We conducted workshop sessions with the client’s internal stakeholders to gain a deeper understanding of the privacy program’s operations.
Myna enhanced the current DSAR process by automating requests in the OneTrust platform. To ensure efficient data ingestion and output that complied with global regulations, we created customized response templates, workflows, subtasks, and integrated webforms into public facing websites. After completing training sessions on the newly enhanced operations, Myna assisted the client through the go-live phase of their newly developed processes.
PROGRAM OUTCOMES
- A comprehensive architecture for DSAR integration that addressed immediate issues and ensured future resilience.
- Standardization for scalability, including accommodation of new users and external-facing webforms.
- Effective action on the client’s backlog of 6,000-10,000 requests.
- Streamlined manual efforts and reduced the need for manual intervention through automation.
- Automation of various compliance aspects, including Cookie Consent, Data Mapping, and IT Risk Management, helping to create a fully automated privacy program.
