Bret Carroll is the chief executive officer of Conway Corporation, one of 15 municipally owned utility providers in Arkansas. He is only the sixth CEO in the organization’s nearly 100-year history.
Carroll has been with Conway Corp for 28 years, overseeing services that include electric, water and wastewater, internet, security, and TV. He has led the organization’s long-term planning efforts, including a regional water project expected to serve customers by 2035.
Conway Corp is one of only a few municipally-owned utility providers in Arkansas. What does that model make possible, and what advantages does it provide to local residents and customers?
Conway Corp is one of 15 municipally owned utilities in our state, and we are all a bit different, but we share this common mission, and that is to serve our customers with reliable, affordable utility services. The fact that we are a nonprofit means that any “profit” that we earn is reinvested in our system to improve reliability and drive value for our customers. Additionally, our customers are our friends, relatives, and neighbors, and we do our best to serve them well.
You are only the sixth CEO in Conway Corp’s nearly 100 years of history. What does that kind of institutional continuity mean for an organization like this, and what is the responsibility that comes with it?
Institutional continuity is extremely important, and the responsibility is significant. Conway is a unique community. Understanding our connection to education, economic development, and the culture of our community is critical to the success of Conway Corp. I had the great pleasure of knowing Jim Brewer and the privilege of working with Bill Hegeman and Richie Arnold; through those relationships, I was able to understand the value and responsibility that is required of Conway Corp. I’m just trying my best to build upon the work of the great leaders who came before me.
Conway Corp now provides, among other services, water and wastewater, electric, internet, security, and TV. How do you decide when it’s time to add, cut, or modify a service, and what new service(s) are possibly on the horizon?
We follow industry trends, our team consistently researches other products and services, and we pay close attention to feedback from our customers. Over the next 36 months, we will be overhauling our hybrid fiber-coaxial telecom system with fiber. That will create additional options for new telecom products and services.
In many cases, Conway Corp is competing with national brands for services (such as internet, security, and TV) here locally. How do you stand out? What makes Conway Corp unique among its competitors?
It is our value proposition without any gimmicks or tricks. We want to provide a customer service experience that exceeds expectations at a reasonable price. I’ve had customers tell me that they have turned down promotional gimmicks, gift cards, etc., from our competition because of the way we have taken care of them and their families over the years. We will continue to do that.
Conway Corp has been tied to the community and education since its founding. How does that still shape who the organization is today and how it gives back to the community?
We consistently look for better ways to execute our mission and change for improvement, but understanding how important education is to the city of Conway and our connection to it will never change. We try to recruit talent that understands Conway Corp’s responsibility to the community, and that allows us to give back through our jobs, volunteering, and just being good corporate citizens collectively and individually. It is some of the most fulfilling work that we do.
Conway is one of the fastest-growing cities in Arkansas. What challenges does that pose to a utility service provider, and how do you plan for the future of a growing community as a provider?
It’s a challenge for sure, but it’s a good one to have; the alternative is much more problematic. We must plan 10, 15, and even 20 years down the road because some infrastructure projects take a long time and are expensive. Our Engineering and Planning team does an outstanding job looking at growth trends and incorporating master plans to make sure we are planning for the future and serving our customers with excellence.
What keeps you up at night when you think about Conway’s future, and what role does Conway Corp play in solving it?
I’ve been at Conway Corp for 28 years, and we’ve never been busier, but the one thing I think most about is long-term water supply. We have partnered with Community Water System on a regional water project that will bring water from Greers Ferry Lake to serve our respective customers. We plan to have water available to our customers from Greers Ferry in 2035, in addition to Lake Brewer.
What needs does Conway have that Conway Corp is focused on providing or improving upon in the next 5-10 years?
- A new replacement generation facility that will continue to provide low-cost baseload generation to our electric customers
- Additional water supply to serve our growing community
- Additional telecommunication products that will be facilitated by our fiber project
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