Laine Arnold
Nashville Electric Service has named Laine Arnold, former communications director for Gov. Bill Lee, as the utility provider’s first chief communications officer.
Arnold is a founding partner of Nashville-based public affairs firm BHA Strategy, for which she leads the strategic and crisis communications practice. She first began assisting NES with its communications earlier this year, and will officially join the company in mid-July. Her role will include internal and external communication as well as working with customer service, economic development, community and government relations, and the NES Electric Power Board.
The hiring of Arnold comes as NES continues to face backlash for its response and communications during Winter Storm Fern.
An independent review released in June noted shortfalls in NES’ response, including that the company failed to prioritize customer information and communication during the early stages of its restoration efforts.
During prior weather events, NES had not previously communicated estimated times of restoration after power outages. While the utility developed an estimated restoration time communication system seven days into its response efforts, the report says the late action limited the system's value.
Six weeks after Winter Storm Fern knocked out power for hundreds of thousands of people, Nashvillians are looking for answers
NES says in a press release that Arnold joins the company as it implements its “four pillars” initiative, which launched amid scrutiny over the provider’s storm response. The pillars include: formalizing emergency management leadership, reconciling gaps in customer communication, addressing estimated time of restoration, and assessing how to underground more electric lines while more effectively maintaining above-ground lines.
“Laine is a respected communicator who has worked across highly regulated industries and understands both the challenges and opportunities facing utilities,” NES CEO Teresa Broyles-Aplin says in the release.
“I believe her tested leadership is core to operationalizing all the improvements we have made under the four pillars to serve our customers well.”
Arnold worked with Lee during both of his gubernatorial campaigns and served in his cabinet as communications director during his first term as governor.
This article was first published by our sister publication, the Nashville Post.
