Golden Arches Development Corporation, which is the master franchise holder of McDonald's in the Philippines, is the winner of the Digital Resiliency award for the Future of Enterprise Awards 2022 Philippines, the International Data Corporation Philippines indicated.

When the pandemic hit in 2020, McDonald's put together a Business Continuity Plan with concurrent workstreams to respond to immediate business needs, and prepare for the future. These cross-functional groups implemented digital and technology solutions that enabled operational efficiency, productivity, user experience, safety, and addressed the well-being of employees and communities in need.

McDonald's categorized its measures into 1) Response/Recovery, covering daily operations, and 2) Rebound/Renewal, for business continuity and sustained growth within 2021.

McDonald's pivoted from BCP to digital transformation, growing its digital maturity.

By the end of the year, McDonald's exceeded the system-wide sales target, and achieved 80 percent of pre-pandemic sales level across all channels.

Several steps ahead

As early as 2009, McDonald's already embarked on its digital transformation journey with the launch of McDelivery.com.ph, followed by social media presence in 2011, and launch of the McDelivery app in 2014. In 2018, McDonald's NXTGEN stores were opened and scaled to elevate the in-store customer experience with self-order kiosks and cashless payment. Digital solutions for delivery and drive-thru businesses continued to be updated and implemented for a seamless omnichannel experience.