Conway Corp Annual Report | 2021

TIVE. ALWAYS RESPONSIBLE. ALWAYS S SAFE. ALWAYS FLEXIBLE. ALWAYS RESPONSIBLE. EGIAN. ALWAYS COMMUNITY FOCUSED. ALWAYS SAFE. ECOGNIZED. ALWAYS SERVICE ORIENTED. THINKING. ALWAYS AFFORDABLE. AFE. RIENDLY. AYS RELIABLE. ALWAYS INNOVATIVE. WAYS NATIONALLY RECOGNIZED. ALWAYS INNOVATIVE. RWARD THINKING. ALWAYS RESPONSIBLE. E. ALWAYS DISTINCTLY CONWEGIAN. TALLY SOUND. ALWAYS FLEXIBLE. S FLEXIBLE. CE ORIENTED.

ALWAYS ON.

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C O N W A Y

A N N U A L

C O R P

R E P O R T

OVER THE YEARS, COMMUNITIES CAN CHANGE A LOT. New projects bring new life to familiar areas. Families grow up. Dedicated workers retire. Snowstorms bring the entire city to a standstill. And every year comes with its own challenges and stories to tell.

But the things that don’t change are important, too.

Like the traditions that bring us together. The loved ones we hold dear. And the unwavering support the people of Conway show one another every day.

Since 1929, reliability has remained one of our core values. And in 2021, we delivered for our community time and time again. Through extreme weather, innovative new projects and the second-straight year of a pandemic, we were proud to show up for our customers with that same quality and exceptional service you’ve come to expect from Conway Corp.

When we say Always On, we mean ALWAYS. And we will always be proud to serve our beloved city.

Bret Carroll Chief Executive Officer

TABLE of CONTENTS ALWAYS INNOVATING Projects. . . . . . . . . . . . 2 Energy Smart . . . . . . . . . 9 ALWAYS ACHIEVING

ALWAYS INVESTING Education . . . . . . . . . 3 6 ALWAYS LEADING Leadership. . . . . . . . . 4 2

Awards. . . . . . . . . . . 1 4

Board of Directors . . . . . . 4 3

Certifications. . . . . . . . 2 3

Executive Leadership. . . . 4 4

Training. . . . . . . . . . . 2 9

Statistics. . . . . . . . . . 4 5

ALWAYS SERVING Retirements. . . . . . . . . 3 3 Promotions . . . . . . . . . 3 4

Financials. . . . . . . . . . 4 9

JEFF MEREDITH Broadband and Voice Services Technician

New technology and communication capabilities

automatically and securely with our office. Two-way

are essential to maintaining the service our customers

communication eliminates the need for a manual

expect. Advanced meters and other technology

meter and provides alerts to help with troubleshooting

upgrades provide a cost-effective way to ensure

and preventative maintenance.

efficient and reliable utility service.

As a part of planned technology improvements,

Thanks to these upgrades, information coming from the meters will be more reliable keeping water bills

Conway Corp has continued making upgrades to our

accurate while allowing us to diagnose problems that

electric and water metering systems. Electric meter

impact customers – like water leaks – much quicker.

upgrades were completed in 2018, and we completed replacing water meters in 2021.

These upgraded meters transmit and receive data

PROJECTS

METER UPGRADES

Water meter deployment was impacted by supply chain issues, but upgrades were finished by the end of 2021.

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PROJECTS

UTILITY INFRASTRUCTURE & STREET PROJECTS Conway Corp spent 2021 focused on investing in

was complete in 2020, and

infrastructure and capital improvements to support

crews began working on

the city’s street improvement plans.

Phase 2 in 2021.

Electric, Cable and Water Department crews helped

Crews also moved

pave the way for a brighter future by working along

utilities at the Salem and

Donaghey Avenue to move power lines and replace

Tyler Streets crossing in

water and sewer mains in preparation of the city’s

preparation of the city

road construction in that area. Phase 1 of the project

building a roundabout.

A R N O L D I N N OVAT I O N C E N T E R In 2021, renovations began on the Arnold Innovation Center located

create, launch and grow businesses.

The building is less than a block from the site of

downtown in the old Conway City

Conway Station, from which the city emerged in the late

Hall building. The center is named

1800s. It was built for First State Bank and opened in

in honor of retired Conway Corp

August 1960 before becoming Conway City Hall in 1986.

CEO Richard Arnold and will be

The Arnold Innovation Center will include co-working

a destination for entrepreneurs to connect with one

space, office suites and seminar facilities. It is expected

another while having access to necessary resources to

to open in 2022.

The innovation center will become the epicenter of Conway’s startup community. This is an ideal location from a technology standpoint and a historic one. It’s in the heart of the Data District and just a few steps from where, almost 150 years ago, Conway’s original startups were launched. –

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2021 ANNUAL REPORT

Chief Executive Officer Bret Carroll

PROJECTS

E L E C T R I C O U TAG E M A P We’re always looking for innovative ways to serve you, and the latest is an online outage map that shows real-time disruptions in power. The map – developed by our GIS, Engineering and Technology teams – is a way for customers to stay up-to-date during emergency and non-emergency situations.

Using the map, customers can track the status of an outage to confirm it’s been reported and that crews are working to restore power. The intuitive design makes it easy for customers to see if their location is included in an outage. Areas experiencing a service interruption appear on the map in a polygon shape outlined in red.

Clicking an outage on the map will bring up details including crew assignment status and estimated time of restoration if that information is available.

We understand that when a power outage does happen, our customers want to know what is happening. Our new, interactive map provides a quick and easy way for customers to get information while we’re working to restore power.

–

Chief Operating Officer Greg Dell

ONLINE SERVICE A P P L I C AT I O N As COVID-19 continued to impact our daily lives in 2021, we searched for more ways to continue serving our customers while also remaining six feet apart. Our technology and customer care teams created an online service application for customers to establish new service without coming to the office or having to call during normal business hours.

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PROJECTS

S TO N E DA M C R E E K M I T I GAT I O N P R OJ E C T The bridge crossing along Stone Dam Creek was

and a 30-inch gravity sewer main crossing. The State

replaced this year with a span bridge with funding

Hazard Mitigation Grant Program provides eligible

from the Arkansas Department of Emergency

entities across the state with funds to implement

Management (ADEM) State Hazard Mitigation Grant

mitigation measures.

Program. The new bridge will reduce the collection of debris and prevent flooding at Conway Corp’s wastewater treatment plant thereby protecting the city’s sewer infrastructure.

Also, Conway Corp received two additional grants from ADEM for work in the Stone Dam Creek area totaling more than $425,000. The grants cover replacement of the beam crossing, two aerial crossings

R E S I D E N T I A L F I B E R I N S TA L L AT I O N In May 2021, Conway Corp began installing fiber in all new residential construction areas and completed

our first fiber build in the North View Estates subdivision. These efforts will allow us to continue to offer reliable and innovative internet services to our customers for decades to come. The fiber infrastructure we’re deploying today will ensure we have the measures in place to meet the bandwidth demands of tomorrow. Currently, we have more than 700 locations with fiber in place.

PROJECTS

L A K E L I N E R E PA I RS Conway Corp began the process of repairing a leak in the water main pipe from Brewer Lake to the Roger Q Mills Water Treatment

Brewer Lake and Cadron Creek. While Cadron Creek is not our primary water source, it is an emergency supply.

In addition to the repairs, Conway Corp has entered

Plant in January 2021.

into a long-term water supply study with Crist

During the repairs,

Engineers to ensure our infrastructure and water

residents received a

source can supply safe, clean and plentiful drinking

mix of water from both

water to our growing community for years to come.

Fast Fact: Conway Corp thinned more than 15 acres of trees and vegetation along Brewer Lake for water quality improvements.

BROADBAND UPGRADES In late 2020, Conway Corp began efforts to upgrade

reliability for our customers. We also upgraded the

the existing outside plant for Docsis 3.1 capability. The

network to 85MHz upstream capabilities allowing

upgrades allow for more channels in the upstream and

us to increase upstream offerings for customers and

better overall throughput for customers in the system.

utilize next generation software.

It’s the equivalent of adding another lane for traffic from Conway to Little Rock on the interstate.

Broadband subscribers exceeded 22,000 for the first time in 2021, and our technology team added

In October 2021, our crews completed the project

additional capacity and redundancy into our edge

that involved successfully upgrading 2,139 amplifiers

network while also upgrading the core broadband

in the system while maintaining connectivity and

network to accommodate 100 Gig capabilities.

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PROJECTS

G R E AT B LU E R E S E A R C H CU S TO M E R S U R V E Y As part of our ongoing commitment to customer

more two-way communication surrounding utility and

service, we partnered with Great Blue Research in 2021

telecommunications outages including text message

to conduct a third-party customer research/market

notifications.

assessment study on both residential and commercial

In response, we added the electric outage map to our

customer satisfaction. We wanted to understand

website for customers to follow along real time, and

our customers’ expectations, act on opportunities

we’re currently working toward implementing a texting

for improvement and create a strategic roadmap to

system to alert customers of outages, phone scams,

increase customer satisfaction.

inclement weather and more. The notification system

A significant portion of surveyed customers wanted

is expected to be in place by the end of 2022.

O RGANIZAT ION C H ARACTERI STI CS

2021 Conway Corp

2020 Na ti on a l PPDS

Helpful and knowledgeable staff

96.1

69.2

Community involvement

95.3

63.8

Responding promptly to customers’ questions and complaints

95.1

70.0

Providing good service and value for the cost of electricity

95.1

64.9

Communicating with customers

93.6

69.0

Being an innovative company with modern and evolving technology

92.7

N/A

Being open and honest about company operations and policies

91.7

63.6

Encouraging customers to conserve water and electricity

89.8

N/A

Overall satisfaction with Conway Corp

94.2

70.8

Average positive ratings

93.7

66.0

Source:APPA Public Power Data Source powered by GreatBlue reseach, Inc. (January 2020)

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2021 ANNUAL REPORT

PROJECTS

MANAGED WIFI In 2021, Conway Corp launched Managed Wifi, a faster, more reliable wifi network that gives users a more controlled and personalized internet experience.

500+

13,000+

1,400+

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MANAGED WIFI HOMES

MANAGED WIFI PODS DEPLOYED IN THE FIELD

TOTAL MANAGED CONSUMER DEVICES

AVERAGE NUMBER OF CONNECTED DEVICES PER MANAGED HOME

10.8 MIL 98%

MALICIOUS ONLINE PROTECTION, ATTACKS BLOCKED ADVANCED IOT PROTECTION IN THE LAST 180 DAYS AND DNS PROTECTION USAGE

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ENERGY SMART

ENERGY SMART

191

HOMES BUILT IN 2021

$1,854,508

CUSTOMER SAVINGS PER YEAR

378

LOANS TO DATE $1,140,685 TOTAL

159

HOME AUDITS IN 2021

$10,485,570 $33,096,326 ENERGY SAVINGS SINCE 2009

77,573

FOR LIFE OF SAVINGS MEASURES

METRIC TONS OF EMISSIONS SAVED SINCE 2009 – EQUAL TO ANNUAL EMISSION OF 9,341 HOMES

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2021 ANNUAL REPORT

criteria since the program was developed in 2009. He and his wife, Cindy, along with office manager Jennifer Butler are a joy to work with and take great pride in providing their customers with an Energy Smart home.

–

Conway Corp Major Accounts and Energy Efficiency Manager David Avra

ENERGY SMART BUILDER OF THE YEAR Conway Corp named Tom Watson of Tom Watson Construction the 2021 Energy Smart Builder of the Year for his dedication to building energy-efficient homes in the Conway community.

Tom built 14 homes in 2021 that were recognized as

ENERGY SMART

Tom has been committed to building homes that meet or exceed Conway Corp’s Energy Smart New Home Program

as Conway Corp Energy Smart Builders of the Year in 2016 and 2018.

Energy Smart specifications are based on the United States Department of Energy recommendations.

Energy Smart homes can save 20 to 30 percent energy

being Energy Smart and has built more than 50 homes

use over a standard built home thanks to a variety

in the last three years that were also recognized.

of energy-efficient features including insulation,

Energy Smart homes use less energy than standard-

high-performance windows, tight ducts and efficient

built homes and help save homeowners money and

heating and cooling equipment.

energy for years to come.

Tom, along with his bother Kevin of Watson Homes, have built more than 200 Energy Smart homes since the program began with a calculated energy savings of more than $300,000 to date and a projected energy savings of more than $1,000,000 for the combined life-expectancy of all homes. The pair has been recognized previously

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ENERGY SMART

W I N T E R W E AT H E R Several components of our infrastructure were stress-tested from an unprecedented winter storm that left more than a foot of snow on the ground for almost a full week in February 2021.

BROADBAND Our broadband network saw an unprecedented 17 percent surge in traffic overnight, bumping overall usage up to more than 73 Gbps at its peak. We have been future proofing our network to account for events like these, and it worked. Customers were able to continue to operate normally without any impairments.

WAT E R As the days stayed unusually cold and below freezing, our water system began to have main breaks. While crews worked 24 hours a day, it was hard to find breaks/water meters/ etc. in more than a foot of snow. Our water, technology and engineering teams worked to develop an algorithm with specialized data models to filter through millions of data points finding anomalies that indicated a water main break. Once that was determined, crews would use their mobile applications and the data to determine where to shut something off for repair.

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2021 ANNUAL REPORT

We saw record usage and had to implement electric curtailments for the first time in our history due to grid conditions. Everyone from field crews to customer service to communications to power supply worked around the clock to keep

ENERGY SMART

ELECTRIC

customers informed and their power on.

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JAVAN MASSEY Production Coordinator

Marilyn Boswell

Renisenb McGehee

Briana Sanders

Eric Bell

Eleven Conway Corp employees were recognized

Kelly Johnston-Jeffus

Nicole Pizzolato

Lead Customer Service Specialist Eric Bell, Senior

November 2021 with Customer Service Excellence

Customer Care Specialist Kelly Johnston-Jeffus and

Awards during the virtual Mid-America Cable Show.

Customer Care Team Leader Nicole Pizzolato were

Customer Care Specialists Marilyn Boswell, Renisenb McGehee and Briana Sanders along with

AWARDS

M I D -A M E R I C A C A B L E T E L E CO M M U N I C AT I O N S A SS O C I AT I O N CS E AWA R DS

presented with Customer Service Excellence – Sales awards.

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AWARDS

M I D -A M E R I C A C A B L E T E L E CO M M U N I C AT I O N S A S S O C I AT I O N C S E AWA R D S CONTINUED

Michelle Hatfield

Neil Holman

Jazmine Lowery

Marcelo Maldonado

Customer Care Specialists Michelle Hatfield, Neil

Association was founded in 1958 to help

Holman, Jazmine Lowery and Marcelo Maldonado

telecommunications providers promote technical

were presented with Customer Service Excellence –

excellence, superior customer service, exemplary

Service awards.

marketing and student scholarship.

Business Solutions Sales Engineer Eleise Wood

Members include telecommunications system

Myers was presented with the Cable Champion Award

operators in Arkansas, Iowa, Kansas, Missouri,

for outstanding achievement in cable leadership.

Nebraska, Oklahoma and Texas.

The Mid-America Cable Telecommunications

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Eleise Wood Myers

2021 ANNUAL REPORT

AWARDS

M I D -A M E R I C A C A B L E T E L E CO M M U N I C AT I O N S A SS O C I AT I O N M I D I AWA R DS Administrator Ryan Tucker.

In the cable advertising category, Wayne and Ryan were both recognized for their work on the Virtual Lineman Rodeo video, which also won the MIDI for Best in Show from all submissions.

Wayne Bailey

Ashtyn Brown

Ryan Tucker

Conway Corp’s Video Production and Local

In addition, the Conway Corp Marketing and Communications Department won a first place MIDI

Programming Department won three first place MIDI

in the marketing and promotion category for their

Awards at the 2021 Mid-America Cable Show.

ConwayCorpTV commercials.

Senior Production Coordinator Wayne Bailey

The Mid-America Cable Telecommunications

was recognized for his work in the community

Association presents MIDI Awards to honor the best

programming series category for “Breathe Yoga”.

advertising and programming among association

Wayne was also recognized in the community

members in Arkansas, Kansas, Missouri, Nebraska,

programming single category for “Conway High

Oklahoma and Texas.

School – Virtual Graduation” along with Production Coordinator Ashtyn Brown and Information Systems

Conway Corp competed against similar-sized systems with 10,001-50,000 cable subscribers.

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AWARDS

AMERICAN PUBLIC POWER EXCELLENCE I N CO M M U N I C AT I O N S AWA R DS Conway Corp’s Marketing and Communications

given to utilities that showed ingenuity and creativity

Department was recognized with two awards by

in telling their stories through outstanding copy,

the American Public Power Association during their

design, financial data presentation, graphics, social

Excellence in Public Power Communications Awards

media engagement, video editing,

ceremony.

and web layout and interactivity.

Conway Corp received the Award of Excellence in

Chief Marketing Officer Crystal

the print/digital category for its 2020 Annual Report

Kemp accepted the awards during

titled “Powering Through Together.” The report,

APPA’s Customer Connections

with production led by Marketing/Communications

Conference in Scottsdale, Arizona

Manager Beth McCullough Jimmerson, was

in October.

designed to demonstrate the ways Conway Corp took

The American Public Power

care of the community throughout the challenges

Association is the voice of not-for-

of 2020.

profit, community-owned utilities that

The video category saw the company honored with

power 2,000 towns and cities nationwide. It represents

the Award of Merit for its “Always On” commercial

public power before the federal government to protect

series. The three-video series highlights the company’s

the interests of the more than 49 million people that

commitment to serving Conway and being Always On,

public power utilities serve and the 93,000 people

which was more important than ever in 2020. Conway

they employ. The association advocates and advises

Corp marketing staff worked with advertising agency

on electricity policy, technology, trends, training and

Eric Rob & Isaac to produce the campaign.

operations. Members strengthen their communities

The annual awards are designed to encourage and recognize excellence in communications. Awards were

by providing superior service, engaging citizens and instilling pride in community-owned power.

We have a great story to tell, and this team works hard to clearly and creatively tell that story. This recognition shines a light on their work and the value it brings to Conway Corp and to public power.

–

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Chief Executive Officer Bret Carroll

2021 ANNUAL REPORT

AWARDS

BEST OF FAULKNER COUNTY COMMUNITY’S CHOICE AWARDS Conway Corp was recognized by the Log Cabin Democrat in their 2021 Best of Faulkner County list in both the Best Home Security and Best Overall Leadership categories.

The awards are voted on annually by Faulkner County residents, and we are honored to have been chosen by our customers as the best of the best.

NCTC MARKETING AWARDS Conway Corp was selected as the overall winner in the Brand Awareness Campaign category of the National Cable Telecommunications Cooperative (NCTC) marketing awards for our “Always On” branding and commercials.

The NCTC is a not-for-profit that operates as a programming, broadband solutions and hardware purchasing organization for its member companies

Conway Corp was competing against more than 700

serving 34 million broadband customers and 40 million

independent cable and broadband operators across

video customers throughout the U.S. and its territories.

the U.S. that are NCTC members.

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AWARDS

BRET CARROLL In 2021, Conway Corp Chief Executive Officer Bret Carroll was honored with several prestigious industry and leadership awards. He was named a Cablefax 100 Top Power Player

by Cablefax Magazine, a national ranking that salutes and ranks the most influential executives for leadership that advances and elevates our industry. He was also recognized as one of 25 leaders on the Arkansas Money & Politics 2021 Influencer of the Year list and received the Wendell Woody Pathfinder Award from the Mid-America Cable Telecommunications Association. Established in 1997, the Pathfinder Award recognizes an elite group of cable industry professionals who actively participated for at least 20 years and made a significant impact on the industry during that time.

Bret has been with Conway Corp for more than 20 years, serving as chief financial officer prior to being named chief executive officer in 2017.

He has long been recognized as an industry leader with a servant’s heart who works diligently to build on Conway Corp’s proud legacy of providing reliable and innovative services to our community.

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2021 ANNUAL REPORT

AWARDS

C RYS TA L K E M P Conway Corp Chief Marketing Officer Crystal Kemp was recognized by several leadership and industry organizations. She was honored

by Cablefax Magazine as the 2021 Independent Marketer of the Year, where American Communications Association President and CEO Matt Polka described her as a “respected and hard-working colleague and leader who is the best at what she does primarily because she works harder being a better person every day.” She was also named a 2021 Top Professional by Arkansas Money & Politics as well as a 2021 Arkansas Power Woman by the same publication.

Crystal has been recognized locally for her work mentoring youth – especially young women – serving as a Girl Scout troop leader for 17 years, more than 20 years as a volunteer with the Conway Area Youth Leadership Institute and most recently as a Circle of Influence leader for the University of Central Arkansas Women’s Leadership Network.

Crystal started at Conway Corp in 2000 as the marketing/communications coordinator before being promoted to marketing/public relations manager in 2010. In 2018, she became the company’s first chief marketing officer.

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AWARDS

CHAD HOGAN Tower of Excellence Award Conway Corp honored Water

BRENT FASON Safety Leadership Award Conway Corp is dedicated to doing

Systems Foreman Chad Hogan with

things the right way, and we refuse to

the company’s Tower of Excellence

compromise the safety of ourselves,

Award.

our co-workers or our customers.

The award recognizes an employee

To honor that commitment, we

who has made a significant impact on Conway Corp

recognize an employee each year for his or her safety

through outstanding dedication and exceptional job

efforts. This year, Safety Coordinator Brent Fason

performance. Chad was nominated by his fellow co-

earned the company’s annual Safety Leadership Award.

workers for going above and beyond in 2021.

Brent was nominated by his fellow co-workers for going

One nomination for him said, “Chad is always the first one to be there for his co-workers and the company. He gives it 100 percent every day all day.”

Another nomination said, “Chad is always on top of

above and beyond his job duties in 2021.

One nomination for him said he continually keeps safety in mind for himself and others in the company: “Brent worked tirelessly to develop a culture of safety

his game. Chad treats his fellow workers with respect

over the last year including implementing new and

and keeps his crew members updated and involved.

updated safety measures because of the pandemic. All

He makes us better employees and a better utility

the while, he was fighting his own battle with cancer.

company.”

Brent has been instrumental in the development of

Chad was hired in May 2000 as a utility worker apprentice in the water department. In 2003, he was promoted to utility worker and again in 2019 to water systems foreman.

numerous safety forms and policies and also helped create the company’s safety committee.”

Brent was hired in June 2003 as a utility worker apprentice in the water department. He was promoted to utility worker in 2008 and to safety coordinator for the company in 2019.

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2021 ANNUAL REPORT

JIMMY DOLAN Conway Area Leadership Institute

We are proud to regularly exceed

Carrier Relations and Account

our customers’ expectations through

Development Coordinator Jimmy

the work of our employees, and we

Dolan was among 33 individuals

proudly recognize employees annually

to graduate from the Conway Area

for their individual dedication to the

Leadership Institute (CALI) in

mission of the company.

This year, Customer Care Team Leader Nicole

March 2021.

The eight-month CALI curriculum is based on

Pizzolato was nominated by her fellow co-workers for

Conway2025, the city’s long-range strategic plan that

going above and beyond in 2021 and honored with the

was developed with the input of more than 1,400 area

annual Customer Service Award.

residents. The Conway2025 plan includes 132 goals

One nomination for her said, “Nicole goes above and

AWARDS

N I CO L E P I Z ZO L ATO Customer Service Award

spread across seven sectors: Keep Conway Active, Keep

beyond to always make sure her customers and her

Conway Building, Keep Conway Creative, Keep Conway

teammates feel valued. She has been instrumental

Learning, Keep Conway Moving, Keep Conway Safe and

in helping our customer service staff reach our best

Keep Conway Working. A focus on the city’s vision and

potential, and her positive attitude is contagious

future direction is a hallmark of the leadership program.

throughout the company. While short-staffed during the

Class participants experienced first-hand how

pandemic, Nicole routinely volunteered to change her

community leaders, businesses and organizations make

schedule and help train new employees to ensure our

a difference in Conway every day while developing their

customers received the level of customer service they

own leadership skills and role in the success of the

have come to expect.”

community.

Nicole was hired in 2012 as a dispatcher/customer

“In his role at Conway Corp, Jimmy is focused on the

care specialist. In 2019, she was promoted to customer

fiber and broadband needs of our business customers,”

care team leader.

Chief Marketing Officer Crystal Kemp said. “Jimmy’s completion of the CALI program demonstrates his commitment to our mission to exceed customer expectations for service. We are proud of the work he does for Conway Corp and the community.”

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C E R T I F I C AT I O N S

JUSTIN KIMBROW Broadband Transport Specialist Certification Telecom Maintenance Technician 3

SCADA/Network Systems

Justin Kimbrow earned his

Administrator Zach Leach earned his

Broadband Transport Specialist

SCADA System Level 2 certification

certification from the Society of Cable

from Survalent after completing an

Telecommunication Engineers (SCTE)

intensive five-day course and a final

after completing the required coursework and a final exam.

The BTS certification describes the proficiency of

exam covering advanced SCADA applications.

Conway Corp’s SCADA system allows us to monitor and control field devices at remote sites for high-level

the specialist to transport optical signals through the

supervision of machines and processes. Simply put,

entirety of the network, conduct tests and maintenance

SCADA helps us quickly spot and solve power outages

on systems, work with optical equipment and assist

resulting in safer, more reliable electricity for our

construction practices, considerations and safety.

customers.

The SCTE is a global leader for telecommunications

Zach was hired as an information systems technician

education and training programs that meet the ever-

in the technology department in 2012. He was promoted

changing cable industry. The Broadband Premises

to his current position in 2015.

Installation and Service course was developed in collaboration with the industry’s top technical professionals and cable operators. The training is nationally recognized by the cable telecommunications industry and helps individuals interested in working for a cable provider.

Justin was hired in the cable department in 2008.

He served numerous roles including system, service and installer technician before being promoted to his current position in 2021.

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ZACH LEACH Survalent SCADA System Level 2 Certification

2021 ANNUAL REPORT

J E F F M AT T H E WS Community Development Institute

Telecom Trouble Technician

Video Production and Local

2 Wesley Manion earned

Programming Manager Jeff

his Broadband Fiber Installer

Matthews was among 28 individuals

certification from the Society of Cable

to graduate from the Community

Telecommunication Engineers after

Development Institute (CDI) at the

completing required course work and a final exam.

The BFI certification describes the knowledge

University of Central Arkansas in August 2021.

CDI trains community leaders and economic

of field technicians who perform installation of

development professionals to strengthen their local

telecommunications services (video, voice and data)

economies and build communities. This is achieved

delivered via fiber optics to the customer’s premises.

by developing the ability of participants to identify

The SCTE is a global leader for telecommunications

community assets, set goals, encourage collaboration

education and training programs that meet the ever-

and partnerships with stakeholders, and bring

changing cable industry. The Broadband Premises

communities, organizations and business together to

Installation and Service course was developed

respond to a broad range of economic and quality of

in collaboration with the industry’s top technical

life issues.

professionals and cable operators. The training is nationally recognized by the cable telecommunications industry and helps individuals interested in working for a cable provider.

Wesley was hired in the cable department in 2014.

C E R T I F I C AT I O N S

WESLEY MANION Broadband Fiber Installer Certification

The institute is a three-year program, with one week of training per year.

UCA is the birthplace for the Community Development Institute, which started in 1987 in partnership with Entergy, Southwestern Bell and ARKLA. Since that time,

He was previously a broadband premises installer,

CDI programs have been established in Texas, Alabama,

technician and expert before his most recent promotion

Idaho and Illinois, and a national governing and

in 2021.

certification body, the Community Development Council, has been created.

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C E R T I F I C AT I O N S

BRANDON MCNEW Cisco IOS XR Broadband Network Gateway Implementation & Verification Certification

Plant Maintenance Worker Kody Miller passed the Wastewater Class

Senior Broadband Services Technician Brandon McNew

III exam and earned the Class III

earned his Cisco IOS XR Broadband

Wastewater license from the

Network Gateway Implementation

Arkansas Department of Energy and

and Verification certification after completing the required coursework and a final exam.

The week-long course teaches broadband

Environment.

The requirements for Class III Wastewater certification include satisfactory completion of more than 120 hours of

administrators how to successfully deploy, configure,

approved training, three years of experience in wastewater

operate, maintain and support a Cisco IOS® XR

treatment (with at least one year in treatment plant

Broadband Network Gateway solution. Cisco is the

operation) and passing the Class III exam.

worldwide leader in technology that powers the internet including data, infrastructure and applications.

Brandon joined Conway Corp in 2006 in the cable department. He transferred to the technology department in 2014 and was a broadband services technician before his most recent promotion.

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KODY MILLER Class 3 Wastewater Certification

2021 ANNUAL REPORT

Kody began his career with the company in April 2018 as a wastewater plant operator apprentice and was promoted to his current position in November 2018.

ANDREW NELSON Business Class Services Specialist Certification

Telecom Business Class Services

Telecom Business Class Services

Foreman Justin Moore earned the

Technician 2 Andrew Nelson earned

Business Activity Analytics Rule

the Business Class Services Specialist

Creation certification after completing

(BCSS) certification from the Society

the required coursework and a

of Cable Telecommunications

final exam.

The Alarm.com certification covers the knowledge necessary to create and manage rules within Conway

Engineers (SCTE) after completing the required coursework and a final exam.

The BCSS certification describes the knowledge of an

Corp’s security system access control platform so

experienced technician who will perform business-level

our customers can get real-time alerts and custom

installations for small-to-medium business customers.

activity reports to help business owners stay on top of

Successful candidates have the knowledge to install

operations and make informed business decisions.

and troubleshoot as required to repair or restore the

Justin was hired in the cable department in 2008.

He was a service technician before starting to focus

C E R T I F I C AT I O N S

JUSTIN MOORE Alarm.com Certification

customer’s business service.

The SCTE is a global leader for telecommunication

on business solutions in 2018. He was promoted to his

education and training programs that adapt to the

current position in 2021.

ever-changing cable industry. The Broadband Premises Installation and Service course was developed in collaboration with the industry’s top technical professionals and cable operators. The training is nationally recognized by the cable telecommunications industry and helps individuals interested in working for a cable provider.

Andrew was hired in the cable department in 2014.

He was previously a broadband premises installer, technician and expert before his most recent promotion in 2021.

26

C E R T I F I C AT I O N S

JOHN SPOTTS Broadband Premises Technician Certification

Utility Worker Zach Stubbs

Telecom Construction Technician 4 John Spotts earned his Broadband

obtained his Arkansas Plumbing

Premises Technician (BPT)

Inspector License from the Arkansas

certification from the Society of Cable

Department of Health – Plumbing and

Telecommunication Engineers after

Natural Gas.

completing the required coursework and a final exam.

The BPT certification describes the knowledge of an experienced field technician who will install and troubleshoot telecommunications services at a

Zach successfully completed the required training school and passed the plumbing inspector certification exam to be certified.

Zach was hired in 2005 as a utility worker apprentice

customer’s home. This certification is one of three

in the water department. He was promoted to utility

stand-alone certifications along with Broadband

worker in 2009.

Premises Installer (BPI) and Broadband Premises Expert (BPE).

The SCTE is a global leader for telecommunications education and training programs that meet the everchanging cable industry. The Broadband Premises Installation and Service course was developed in collaboration with the industry’s top technical professionals and cable operators. The training is nationally recognized by the cable telecommunications industry and helps individuals interested in working for a cable provider.

John was hired in the cable department in 2018. He was an installer and broadband premises technician before his current promotion in 2021.

27

ZACH STUBBS Arkansas Plumbing Inspector Licensure

2021 ANNUAL REPORT

Information Systems Administrator

TO N Y VA N P E LT & BRENT FASON Certified Utility Safety Professional Certification Safety and Emergency Management

Ryan Tucker successfully completed

Director Tony Van Pelt and Safety

levels 1-3 of online training and the

Coordinator Brent Fason both earned

examination required to earn the

the credential of Certified Utility

Dante Certification Level 3

Safety Professional (CUSP) from

through Audinate.

Dante allows for the distribution of audio and video files over a network for live broadcasts, and the level 3

the Utility Safety & Ops Leadership Network (USOLN).

Both men successfully completed

certification involves advanced networking concepts,

the three-step process to earn the

mixed-use networks, networking best practices and

green-level certification – the highest

troubleshooting techniques.

Ryan also earned his Kaseya Certified Administrator certification from Kaseya University. Kaseya is

available – that establishes them in the industry as utility safety professionals.

The CUSP certification is the only program that offers

the leading provider of technology and security

safety credentials to utilities related to contractors

management solutions for managed service providers.

and communication providers. It is designed to create

Ryan was hired in 2008 in the production department

C E R T I F I C AT I O N S

R YA N T U C K E R Dante Certification Level 3 & Kaseya Certified Administrator Certifications

a uniform standard of understanding for utility safety

as a video encoder/production coordinator and was

regulations, competencies and task-directed skills for

promoted to senior programming coordinator in June

both utility companies and their contractor partners, as

2019. In 2021, he transferred to his current role in the

well as to encourage continual professional growth in

technology department.

the practice of utility safety leadership.

The USOLN serves as an advocate for a safe, secure and productive utility work environment and as a catalyst for the prevention of incidents.

28

TRAINING

CUSTOMER SERVICE TRAINING

260

EMPLOYEES PARTICIPATED FROM ACROSS THE COMPANY

9,666

COURSES/TRAINING SESSIONS COMPLETED

11,055

CUSTOMER SERVICE COURSE ASSIGNMENTS

YEAR

29

2021 ANNUAL REPORT

DAYS TRAINING TIME

TRAINING

CYBER SECURITY TRAINING ALL DEPARTMENTS Personal Identifiable Information and You Identity Theft and Data Breaches Security Awareness Proficiency and Security Culture

NEW EMPLOYEES Security Awareness

SAFETY TRAINING ALL DEPARTMENTS

OPERATIONS

Safety Procedure Awareness

Personal Protective Equipment

Fire Extinguisher and Emergency Exits

Slips, Trips and Falls

Health and Mobility in the Workplace

Hazard Communication Awareness Heat Smart

BUSINESS OFFICE Bloodborne Pathogens

Tailboards and Switchgears Hand and Power Tool Safety Trench Safety

ELECTRIC Storm Restoration and Arc Flash

Excavation Competent Person Struck by Hazards

30

MARCELO MALDONADO Customer Care Specialist

COMMUNITY SERVICE Community is everything. It’s what makes the work

our employees still found

we do so important to our company and to Conway,

ways to give back to the

and what makes us always want to do more. Conway

community.

Corp employs more than 250 local individuals who

In addition, Conway Corp provided sponsorships,

serve on local boards, participate with local charities,

grants and more to local organizations including

coach local youth sports teams and more.

Bethlehem House, Boys and Girls Club of

In 2021, Conway Corp employees collectively

Faulkner County, Conway Regional Health

donated more than $30,000 to the United Way

Foundation, Conway Symphony Orchestra,

of Central Arkansas. Employees also held a toy

Milestones Services and the Pine Street Backpack

drive for the Angel Tree program and individual

Program. Conway Corp also donated to the Conway

departments sponsored children to provide Christmas

Ministry Center to help fund the 2021 emergency

gifts for local children in need. While Covid-19 limited

Winter Warming Station to keep our homeless families

our opportunities to gather and volunteer in person,

and individuals safe.

32

RETIREMENTS

RETIREMENTS Brian Authier 30 years Brian was hired at Conway Corp

Lisa began working at Conway

in March 1990 in the water/

Corp in 1991 as an administrative

wastewater department. In 1991, he

assistant. In 1999, she was promoted

was promoted to plant operator and spent his career

to human resources director. Lisa was instrumental in

helping treat and purify water for the citizens of Conway.

building the human resources department.

Howard Hamlett 27 years Howard started at Conway Corp

Jane Harrison 27 years Jane was hired at Conway Corp

in June 1994 as a utility worker

as a customer service specialist in

apprentice in the water department.

November 1993. She was promoted

He was promoted to utility worker in 1997 and again

to senior customer service specialist in 1998 and again

to water systems foreman in 2005.

in 2012 to lead customer service specialist.

Reed Starkey 13 years Reed first joined Conway Corp

33

Lisa Douglas 30 years

Stan Stewart 37 years Stan started at Conway Corp

in July 1985 as a groundman in

in 1984 in the cable department

the electric department and was

and transferred to the billing

promoted to journeyman meterman in 1990. After

department in 1992 where he was promoted to

leaving the company, he was rehired in 2013 as the

lead meter reader. In 2021, Stan transferred to the

company’s advanced metering initiative project manager.

engineering department as a field technician.

2021 ANNUAL REPORT

Henry Mason Manager, Electric Distribution System Conway Corp promoted Henry Mason to Manager of the Electric Distribution System in January 2021.

Henry is responsible for directing and coordinating the operation of the electric department. He and his leadership team establish materials, production and quality control standards to ensure reliable and safe electricity for the residents of Conway.

Henry began his career at Conway Corp in the electric department as a groundman in 1980 and earned multiple promotions before being named

Henry is respected by his coworkers in the electric department and companywide. His

PROMOTIONS

PROMOTIONS

professional life has been dedicated to the company and the community, and he will do a great job in this new leadership role.

–

senior foreman in 2015. He was named assistant manager in July 2020.

Chief Operating Officer Greg Dell

He replaces Jim Moore, who retired in December 2020.

Jeff has been a part of

Jeff Matthews Manager, Video Production and Local Programming Conway Corp promoted Jeff Matthews to Manager, Video Production and Local Programming in October 2021.

Jeff supervises Conway Corp’s production department and oversees local programming for Conway Corp including Channel 5/585 and Wampus Cat Football.

Jeff began his career at Conway Corp in 2015 as public relations coordinator and was promoted to public relations/production specialist in February 2019.

the Conway Corp family for many years. He understands our mission in the community and will do a great job managing our video production and local programming efforts. I’m excited about the future of our video production under his leadership.

–

Chief Marketing Officer Crystal Kemp

34

N ATA L I E A R N O L D Power Supply Analyst

Supporting education has always been one of our

Conway Corp provides additional scholarships every

top priorities. In fact, Conway Corp was founded in 1929

year, including 5 Sports scholarship awards to local

to help keep Hendrix and Central Baptist College in

student athletes for their performance on the field and

the city, and since then, we have continued to support

in the classroom. Conway Corp began its partnership

all levels of education in Conway. From preschool to

with Wampus Cat

grad school, we provide world-class technology to our

athletics in 2001 and

local schools and universities along with scholarships,

has awarded more than

grants, educational outreach and more.

$28,000 in scholarships

Since 2008, Conway Corp has given more

E D U C AT I O N

SCHOLARSHIPS

for Conway High

than $6,000 in scholarships to the Single Parent

student athletes over

Scholarship Fund of Faulkner County and more than

the past two decades.

$600,000 in endowed scholarships to local students

In 2021, Conway Corp

who attend the University of Central Arkansas, Central

awarded three local students $2,000 in scholarships

Baptist College and Hendrix.

for their athletic and academic achievements.

36

E D U C AT I O N

TEACHER OF THE YEAR Kaitlyn Ryals, a sixth-grade math

grant from Conway Corp at the Conway

teacher at Bob Courtway Middle

Public Schools Back-to-School assembly.

School, was recognized as the

The grant is part of a $440,000 gift

Conway Public Schools Teacher of

Conway Corp pledged in 2013 to support

the Year in August 2021.

teacher impact grants presented by the

Ryals was presented with the award and a $2,000

Conway Public Schools Foundation.

The arts play an important role in the quality of life in Conway. We were excited to see the work the Creative Institute is doing and are happy to be included with one of their featured murals.

–

Chief Marketing Officer Crystal Kemp

C R E AT I V E I N S T I T U T E In August 2021, the latest downtown Conway mural project

Jessica Jones, whose work is featured throughout

was commissioned by the Creative

Conway. This is her latest contribution to the interior

Institute thanks to a sponsorship from

of the EM building, home to the Creative Institute.

Conway Corp. The mural features

Once complete, the building will host three street-

data and electricity traveling across a

facing murals and six more interior murals.

motherboard in a 70s retro style. The

37

The mural is the work of renowned local artist,

Students at the Creative Institute picked up paint

work seeks to communicate that

brushes and contributed their talent alongside Jessica

every flourishing and vibrant

for the mural as well. These students are enrolled in the

community recognizes the need for

Institute’s gap year program that guides students from

creativity and art as essential infrastructure alongside

hands-on experience, training and portfolio development

electricity and internet access.

to incredible internships and career connections.

2021 ANNUAL REPORT

In 2017, Conway Corp pledged

Arkansas Hall and Conway Corporation Hall. Conway

$1.5 million to Hendrix College

Corporation Hall’s first floor houses music department

for the construction of the Miller

offices, a digital music classroom, practice rooms and

Creative Quad, a mixed-use

a screening auditorium for the film studies program.

development combining first-class

The first floor of Arkansas Hall is home to the

facilities for the creative arts with

Windgate Museum of Art and hosts national and local

new student living space.

art exhibits.

The Miller Creative Quad is divided into two residence halls:

E D U C AT I O N

H E N D R I X C R E AT I V E Q UA D

The Creative Quad’s residence halls opened in 2019.

The first floor spaces of both wings were opened in 2021.

GAVIN & GORDY In October 2021, Conway Corp launched “Gavin & Gordy,” a new educational and entertainment program for children, parents and educators in Conway on Conway Corp Channel 5.

Conway native Gavin Thomas Drew created and stars in the program along with a cast of puppets

character. His name is an homage to Conway Corp’s

and special guests that includes Gordy, a fun, friendly

first general manager, Fred Gordy. Mr. Gordy served as

fuchsia little friend who is the show’s other titular

general manager from 1942-1955.

38

E D U C AT I O N

V I R T UA L G R A D UAT I O N Because of COVID-19, the Conway Public Schools

39

graduation ceremony was held, Conway Corp also

allowed students to attend school in person or virtually

produced and broadcast the graduation live for

for the 2020-2021 school year. While a traditional

students and family members who could not attend.

2021 ANNUAL REPORT

E D U C AT I O N

CHANNEL 5 SPORTS

275+

GAMES BROADCAST IN 20 SEASONS

3,200,000+ IMPRESSIONS OVER THE LAST 5 SEASONS

2 0 2 0 F O OT BA L L S TAT S :

539,000+ YOUTUBE IMPRESSIONS

4,600+

AVERAGE VIEWERS PER GAME

30 DIFFERENT STATES HAD VIEWERS

13,519

9

100,379

DIFFERENT COUNTRIES HAD VIEWERS

UNIQUE VIEWS ACROSS CHANNEL

MOST VIEWED GAME: NOVEMBER 5, 2021 WAMPUS CATS AT BRYANT

40

CORY GARRETT Senior Utility Worker

B OA R D N O M I N AT I O N S Trevor Voegele American Water Works Association Aesthetic Quality & Perceptions Committee

Chief Marketing Officer Crystal

Voegele was nominated to

Water Systems Engineer Trevor

Kemp was elected to serve as treasurer of the Mid-

serve on the American Water Works Association

America Cable Telecommunications Association

Aesthetic Quality and Perceptions Committee.

Board of Directors. Previously, Kemp served on the

The committee focuses on improving the ability to

organization’s Customer Service Excellence Awards

understand and solve problems related to water

Committee for five years.

aesthetic by those who work in the water industry.

LEADERSHIP

Crystal Kemp Mid-America Cable Telecommunications Association Board of Directors

42

LEADERSHIP 43

BOARD OF DIRECTORS

Ray Kordsmeier

Brad Teague

Lindsay Henderson

Tom Courtway

Chair

Vice-Chair

Secretary

Director

Jake Nabholz

Denise Perry

Reggie Rose

Kelley Erstine

Director

Director

Director

Director (added May 2021)

2021 ANNUAL REPORT

LEADERSHIP

EXECUTIVE LEADERSHIP

Bret Carroll

Tracy Moore

Crystal Kemp

Chief Executive Officer

Chief Financial Officer

Chief Marketing Officer

Greg Dell

Jason Hansen

Chief Operating Officer

Chief Technology Officer

44

C O N WAY C O R P S TAT I S T I C S

SERVICE RELIABILTY ELECTRIC RELIABILITY AVERAGE LENGTH of POWER OUTAGES

99.99% AVERAG E N U MBER

CONWAY CORP

NATIONAL AVERAGE*

CONWAY CORP

28

111

.33

.84

MINUTES

MINUTES

O UTAGES

OUTAGES

*American Public Power eReliability Tracker

45

2021 ANNUAL REPORT

or P OW E R OUTAG ES NATIONAL AVERAGE*

99.94%

TELEPHONE RELIABILITY

99.92%

AVERAGE ANNUAL RESIDENTIAL SAVINGS in CONWAY vs. OUTSIDE CONWAY

ELECTRIC: 39%

WATER: 30%

SAIDI = SYSTEM AVERAGE INTERRUPTION DURATION INDEX = THE

SAIFI = SYSTEM AVERAGE INTERRUPTION FREQUENCE INDEX =

TOTAL DURATION OF INTERRUPTION FOR THE AVERAGE CUSTOMER

HOW OFTEN THE AVERAGE CUSTOMER EXPERIENCES A SUSTAINED

DURING A PREDEFINED PERIOD OF TIME.

OUTAGE OVER A PREDEFINED PERIOD OF TIME.

ASAI = AVERAGE SYSTEM AVAILABILITY INDEX = THE FRACTION

CAIDI = CUSTOMER AVERAGE INTERRUPTION DURATION INDEX =

OF TIME THAT A CUSTOMER HAS RECEIVED POWER DURING THE

THE AVERAGE TIME REQUIRED TO RESTORE SERVICE.

C O N WAY C O R P S TAT I S T I C S

BROADBAND RELIABILITY

DEFINED REPORTING PERIOD.

46

C O N WAY C O R P S TAT I S T I C S

CUSTOMER SERVICE

1671

OF CUSTOMERS * NUMBER HELPED IN THE LOBBY

160,326

47

2021 ANNUAL REPORT

(*LOBBY REOPENED SEPTEMBER 2021)

NUMBER OF CUSTOMERS HELPED VIA TELEPHONE

61,969

NUMBER OF CUSTOMERS HELPED IN THE DRIVE-THRU

Electric Primary

93,540 FT (17.7 MI)

Electric Secondary

136,914 FT (25.9 MI) Fiber

Coax

12,371 FT (2.3 MI) Water

C O N WAY C O R P S TAT I S T I C S

2021 LINE – ­ CONSTRUCTED PROJECTS 176,868 FT (33.5 MI)

53,314 FT (10.1 MI)

Wastewater

29,889 FT (5.7 MI)

*Approximate values

48

FINANCIALS

ELECTRIC I N CO M E S TAT E M E N T

WAT E R I N CO M E S TAT E M E N T

Operating Revenues:

Operating Revenues:

Industrial. . . . . . . . . . . . . . . . . . . . . . . . $17,894,232 Residential. . . . . . . . . . . . . . . . . . . . . . $26,494,926 Commercial . . . . . . . . . . . . . . . . . . . . . . $12,849,482 Institutional . . . . . . . . . . . . . . . . . . . . . . . $3,647,789 Municipal and street lighting . . . . . . . . . . . . . . . $782,650 Interdepartmental revenues . . . . . . . . . . . . . . . $1,215,754 Service fees and other . . . . . . . . . . . . . . . . . . . $765,515 Total Operating Revenues. . . . . . . . . . . . . . . $63,650,348

Industrial. . . . . . . . . . . . . . . . . . . . . . . . . $1,167,636 Residential. . . . . . . . . . . . . . . . . . . . . . . $8,795,135 Commercial . . . . . . . . . . . . . . . . . . . . . . . $1,871,183 Institutional . . . . . . . . . . . . . . . . . . . . . . . . $427,102 Municipal and street lighting . . . . . . . . . . . . . . . $210,724 Service fees and other . . . . . . . . . . . . . . . . . . $435,623 Total Operating Revenues. . . . . . . . . . . . . . . . $12,907,403

Operating Expenses: Power purchased. . . . . . . . . . . . . . . . . . . $30,933,624 Coal plant generation expense . . . . . . . . . . . . . $1,728,844 Transmission service demand. . . . . . . . . . . . . . $7,918,897 Distribution. . . . . . . . . . . . . . . . . . . . . . . $4,495,303 Depreciation. . . . . . . . . . . . . . . . . . . . . . . $8,381,111 Customer accounting and collection . . . . . . . . . . . $1,515,272 Administrative and general expenses. . . . . . . . . . $4,214,502 Total Operating Expenses. . . . . . . . . . . . . . . . $59,187,553 Net Operating Income . . . . . . . . . . . . . . . . .

$4,462,795

Nonoperating Income (Expense): Net investment income. . . . . . . . . . . . . . . . . . . $531,119 Accretion of bond premium. . . . . . . . . . . . . . . . $272,759 Interest expense . . . . . . . . . . . . . . . . . . . . ($723,723) Net Nonoperating Income . . . . . . . . . . . . . . . . . $80,155 Income Before Contributions in Aid of Construction and Interdepartmental Transfers. . . . . . . . . . . . . . $4,542,950

Net Operating Income . . . . . . . . . . . . . . . . . . $1,313,305 Nonoperating Income (Expense): Net investment income. . . . . . . . . . . . . . . . . . . $13,932 Interest expense . . . . . . . . . . . . . . . . . . . . ($302,854) Amortization of deferred amount on refunding . . . . . . . $40,364 Net Nonoperating Income . . . . . . . . . . . . . . . . $329,286 Income Before Contributions in Aid of Construction and Interdepartmental Transfers. . . . . . . . . . . . . . .

$984,019

Contributions in Aid of Construction. . . . . . . . . . . $3,001,720 Increase (Decrease) in Net Position . . . . . . . . . . . $3,985,739

Contributions in Aid of Construction. . . . . . . . . . . $1,270,894

Net Position, Beginning of Year. . . . . . . . . . $79,126,299

Increase in Net Position. . . . . . . . . . . . . . . . . $5,813,844

Net Position, End of Year. . . . . . . . . . . . .

Net Position, Beginning of Year. . . . . . . . . $143,818,092 Net Position, End of Year. . . . . . . . . . . . . $149,631,936

49

Operating Expenses: Supply and treatment . . . . . . . . . . . . . . . . . . $4,257,027 Distribution. . . . . . . . . . . . . . . . . . . . . . . . $1,719,785 Depreciation. . . . . . . . . . . . . . . . . . . . . . $3,746,582 Customer accounting and collection . . . . . . . . . . . $755,075 Administrative and general expenses. . . . . . . . . . . $1,115,629 Total Operating Expenses. . . . . . . . . . . . . . . . $11,594,098

2021 ANNUAL REPORT

$83,112,038

CABLE I N CO M E S TAT E M E N T

Operating Revenues:

Operating Revenues:

Industrial. . . . . . . . . . . . . . . . . . . . . . . . $2,497,036 Residential. . . . . . . . . . . . . . . . . . . . . . . $11,738,116 Commercial . . . . . . . . . . . . . . . . . . . . . . $ 2,570,448 Institutional . . . . . . . . . . . . . . . . . . . . . . . $663,022 Service fees and other . . . . . . . . . . . . . . . . . . . $188,273 Total Operating Revenues. . . . . . . . . . . . . . . . $17,656,895

Cable. . . . . . . . . . . . . . . . . . . . . . . . . . . $12,137,317 Internet . . . . . . . . . . . . . . . . . . . . . . . . . $14,511,231 Telephone. . . . . . . . . . . . . . . . . . . . . . . . $1,908,702 Security . . . . . . . . . . . . . . . . . . . . . . . . . $265,828 Advertising. . . . . . . . . . . . . . . . . . . . . . . . $693,502 Penalties. . . . . . . . . . . . . . . . . . . . . . . . . $266,380 Service fees and other . . . . . . . . . . . . . . . . . . . $929,797 Total Operating Revenues. . . . . . . . . . . . . . . . $30,712,757

Operating Expenses: Treatment plant . . . . . . . . . . . . . . . . . . . . $2,665,566 Collection . . . . . . . . . . . . . . . . . . . . . . . . $1,147,905 Depreciation. . . . . . . . . . . . . . . . . . . . . . $6,822,624 Customer accounting and collection . . . . . . . . . . . $398,449 Administrative and general expenses. . . . . . . . . . . $821,500 Total Operating Expenses. . . . . . . . . . . . . . . . $11,856,044 Net Operating Income . . . . . . . . . . . . . . . . .

$5,800,851

Nonoperating Income (Expense): Net investment income. . . . . . . . . . . . . . . . . . . $2,469 Interest expense . . . . . . . . . . . . . . . . . . . ($2,846,998) Amortization of deferred loss on refunding. . . . . . . . ($109,383)

Operating Expenses: Production . . . . . . . . . . . . . . . . . . . . . . . $11,899,824 Distribution. . . . . . . . . . . . . . . . . . . . . . . $7,241,292 Depreciation. . . . . . . . . . . . . . . . . . . . . . $3,967,020 Customer accounting and collection . . . . . . . . . . . $1,616,285 Administrative and general expenses. . . . . . . . . . . $2,728,210 Total Operating Expenses. . . . . . . . . . . . . . . . $27,452,631 Net Operating Income . . . . . . . . . . . . . . . . . . $3,260,126 Nonoperating Income (Expense): Net investment income. . . . . . . . . . . . . . . . . . $70,092

Net Nonoperating Income . . . . . . . . . . . . . . . ($2,953,912)

Income Before Contributions in Aid of Construction. . . . $3,330,218

Income Before Contributions in Aid of Construction and Interdepartmental Transfers. . . . . . . . . . . . . . $2,846,939

Increase in Net Position. . . . . . . . . . . . . . . . . $3,330,218

Contributions in Aid of Construction. . . . . . . . . . . $2,355,479

FINANCIALS

WA S T E WAT E R I N CO M E S TAT E M E N T

Net Position, Beginning of Year. . . . . . . . . $32,679,564 Net Position, End of Year. . . . . . . . . . . . . $36,009,782

Increase in Net Position. . . . . . . . . . . . . . . . . $5,204,418 Net Position, Beginning of Year. . . . . . . . . . $56,976,375 Net Position, End of Year. . . . . . . . . . . . .

$62,178,793

50

SCOTT USSERY Senior Lineman

51

2021 ANNUAL REPORT

Our Vision Conway Corp is committed to serving our customers

VISION & MISSION

CO N WAY CO R P

with excellence, planning for the future and delivering exceptional services to our community.

Our Mission Conway Corp is dedicated to exceeding our customers’ expectations in producing and delivering safe, affordable, reliable, innovative and environmentallysound utility and telecommunication services while enhancing the quality of life in our community.

52

AYS SERVICE ORIENTED. ALWAYS RELIAB LWAYS FLEXIBLE. ALWAYS RESPONSIBL FE. ALWAYS RELIABLE. ALWAYS DISTINC INNOVATIVE. ALWAYS SAFE. ALWAYS N XIBLE. ALWAYS COMMUNITY FOCUSED. YS FORWARD THINKING. ALWAYS AFFOR UND. ALWAYS ENVIRONMENTALLY SOU COGNIZED. ALWAYS FRIENDLY. ALWAYS RVICE ORIENTED. ALWAYS FLEXIBLE. ALW AYS SAFE. ALWAYS COMMUNITY FOCUS ALWAYS NATIONALLY RECOGNIZED. ALW RIENDLY. ALWAYS FORWARD THINKING. DISTINCTLY CONWEGIAN. ALWAYS AFFO WAYS RELIABLE. ALWAYS FRIENDLY. ALW Powering Conway since 1929.

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(501) 450-6000

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ConwayCorp.com

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