01 | ABOUT NEXG 02 | OUR LEADERSHIP 03| OUR PERSPECTIVE 04 | SUSTAINABILITY 05 | GOVERNANCE 06 | FINANCIAL STATEMENTS 07 | OTHER INFORMATION ANNUAL REPORT 2026 OUR PROGRESS CUSTOMERS' SATISFACTION During FY2026, certain certifications approaching expiry were placed under renewal or recertification processes with accredited certification bodies. These renewals are currently in progress and are expected to be completed in accordance with the respective certification timelines, thus ensuring no disruption to the Group’s certified operational standards. NexG remains committed to strengthening its product safety and quality management practices through ongoing process enhancements, workforce training, and adherence to international standards, ensuring consistent delivery of reliable and secure products and services to its customers At NexG, we maintain open and ongoing communication with our clients to make sure their feedback is captured and reflected in the way we operate. Our commitment to national security and digital identity is mirrored in our rigorous adherence to SLAs and customer satisfaction benchmarks. In FY2026, the Annual Customer Satisfaction Rating for e-Passports increased to 88.5%, while the Group maintained a 100.0% resolution rate across all technical components, including Chips, Polycarbonate, Autogate, and Facial Live Capture systems. Meanwhile, 100.0% of passport chips and facial live capture logs were resolved within 24 hours, demonstrating our operational agility. MyKad production also grew to 2,550,500 units in FY2026, while maintaining a 98.9% initial response rate within five (5) minutes and a 99.3% resolution rate within 24 hours. Sustainability STATEMENT (Cont’d) RPS PRIMA 10 OUR APPROACH (CONT'D) PRODUCT SAFETY & QUALITY (CONT'D) Cert No: 10526718 Validity: 7 July 2023 - 6 July 2026 Cert No: 10767190 Validity: 7 July 2023 - 6 July 2026 Cert No: 10504022 Validity: 29 March 2023 - 28 March 2026 Cert No: 10764490 Validity: 29 March 2023 - 28 March 2026 56
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