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Project Description
Lalamove is a leading on-demand logistics company operating across Asia, connecting users and drivers for fast and flexible delivery services. In Singapore, Lalamove aims to strengthen compliance and build trust among platform workers and customers by enhancing its Data Protection strategy.
Lalamove Singapore wanted to assess its Data Protection strategy against a rapidly evolving regulatory space. The SMU-XL team conducted gap analysis using PDPC's PATO tool, reviewed enforcement cases, and benchmarked best practices to design a tailored DPMP for Lalamove.
Project Outcomes
The SMU-XL Capstone Project focused on strengthening Lalamove Singapore’s Data Protection strategy. The project addressed gaps in data governance, compliance with PDPA, and operational readiness for handling personal data. Objectives included:
- Creating a governance structure and defining DPO roles
- Drafting internal policies and breach management procedures
- Developing an Access Request Playbook
- Conducting PATO self-assessment and gap analysis
- Designing a roadmap for continuous improvement.
The implementation of governance structures and policies clarified roles and responsibilities, reducing ambiguity in data handling. The Access Request Playbook and Breach Management Procedures enable swift and compliant responses to data subject requests and incidents. These measures enhance accountability and build trust among stakeholders.
Tools and Resources
Key tools included PDPC's PATO self-assessment framework, ISO-aligned breach management templates, and RACI matrices for role clarity. The team adopted an agile approach, ensuring iterative feedback and stakeholder engagement. These resources position Lalamove for continuous compliance improvement.
Ongoing Improvements
The roadmap recommends phased implementation of advanced privacy measures, including regular audits, staff training, and breach simulation exercises. Lalamove aims to pursue Data Protection Trustmark certification, signaling maturity and commitment to data governance.
Lessons Learned
Key lessons include:
- Early stakeholder engagement is critical for success
- Agile methodology accelerates deliverable development
- GenAI tools can support research but require human validation
- Governance gaps must be addressed before technology adoption.
Risks and Recommendations
Top risks identified:
- Governance gaps (no privacy committee)
- Lack of breach management procedures
- Third-party risk management absent
Recommendations:
- Operationalize governance structure and policies
- Implement PATO action plan
- Train platform workers on PDPA obligations
- Conduct breach simulation exercises.
Future Roadmap
Short-term: Implement playbook, breach procedures, governance structure
Medium-term: Regular audits, training, privacy culture programs
Long-term: Achieve higher maturity (Trustmark, continuous improvement).
Conclusion
The SMU-XL project has laid a strong foundation for Lalamove's data governance journey. By addressing critical compliance gaps and operationalizing best practices, Lalamove is now better equipped to safeguard personal data, mitigate risks, and enhance stakeholder confidence. This transformation underscores the strategic importance of privacy in the digital logistics sector.
Feedback from Partner
I would like to compliment SMU-XL, the professors and practitioners for their support during the SMU XL experience. Specifically, Lyndon was helpful and addressed our concerns and questions about the SMU-XL project. We would recommend this program to other companies looking to strengthen their Data Privacy strategy.
Yuvan s/o Mohan, Corporate Affairs Manager
Partner: Lalamove
Company Type:
Enhance Data Protection Management strategy
Theme(s):
Digital Transformation, Growth in Asia
Instructor:
Professor Gary PAN
School:
SMU Academy
Course:
Digital Economy Capstone (Industry Practice Masters)