Nashville Electric Service, the city-owned power utility known as NES, has received a final after-action report on its response to January's winter storm, which left about half its customers without electricity and, in some cases, without power for up to 12 days. For residents, workers and business owners in Nashville, the report matters because it identifies breakdowns in command, communication and restoration planning that affected how quickly people got information and service back.

The report was presented to the Electric Power Board, NES's governing board, using materials published by NES for its February 25 meeting and a later board review deck. The consultant review recommends changes to emergency operations, staffing, public messaging and coordination with local and state agencies. Readers who want to understand how this newsroom handles verified sourcing can see our Source Transparency and Editorial Policy pages.

Report says storm response structure and communications fell short

According to the NES after-action review materials, the utility faced a large-scale, prolonged outage event during severe winter weather. The review found weaknesses in incident management, restoration forecasting, internal coordination and communication with the public.

  • About half of NES customers lost power during the storm.
  • Some outages lasted as long as 12 days.
  • The review was commissioned after the winter storm and delivered to the Electric Power Board.

The consultant's recommendations call for a clearer incident command system, better role definition across teams, improved outage communications and stronger planning for mutual aid and emergency operations. In plain terms, that means setting out who makes decisions, how field and office teams share information, and how customers are told what to expect when repairs take days rather than hours.

The after-action review recommends changes to emergency response, communications and coordination after the January storm outages.

NES has published its outage information online, including current outage maps and planned outage notices, which are the official channels customers should use during future service disruptions.

Why the findings matter to customers and local agencies

For Nashville households, the central issue is not only how many customers lost power, but how long they went without reliable estimates and service restoration. For small businesses, long outages can mean lost sales, damaged inventory and staff disruption. For parents and older residents, the practical concern is whether heating, food storage and medical devices can be maintained during an extended blackout.

The review also points to the need for closer coordination with emergency management. Nashville's Office of Emergency Management issued winter weather updates during the storm period, and the report indicates that utility and government response systems need to align more closely during major events.

Key areas identified for improvement

  • Incident command and decision-making during multi-day emergencies.
  • Customer communication, including clearer updates on restoration timelines.
  • Coordination between NES leadership, operations staff and outside agencies.
  • Planning for mutual aid crews and logistics during severe weather.
  • Operational readiness for extended outages affecting large parts of the service area.

The published board materials do not change the fact that restoration during a major ice or winter storm can take days, especially where damage is widespread. But the report argues that customers should receive more consistent information and that internal operations should be structured more clearly under pressure.

What customers can do during future outages

NES customers should check the utility's official outage page for active service interruptions and its planned outages page for scheduled work. During severe weather, Metro Nashville emergency alerts and updates from the city's emergency management office are the official public-safety channels to monitor.

  • Use the NES outage page to check whether an outage has been logged.
  • Watch for restoration updates from NES, not rumors on social media.
  • Review planned outage notices if work is scheduled in your area.
  • Follow Nashville emergency management updates during major weather events.

The after-action report is a review document, not a criminal or regulatory finding. Its recommendations show what consultants believe NES and partner agencies should change before the next major storm.

Primary sources: City of Nashville - Emergency Management. Reported by Source Text Link, Nashville Electric Service (NES), Nashville Electric Service (NES) / Electric Power Board, Nashville Electric Service, Chattanooga Times Free Press.