One Stop One Story Hub


The Australian-first digital platform One Stop One Story Hub pilot will be delivered in September 2021 and will allow people to connect to the extensive support they are eligible for across a range of essential service sectors, instead of needing to individually contact and navigate the often complex systems of each organisation.

Funding Partners

AGL, the Commonwealth Bank, Sydney WaterTelstra, Transurban and Yarra Valley Water have provided seed funding to develop and pilot the One Stop One Story digital platform with the Thriving Communities Partnership and the community sector to make it easier for Australians experiencing vulnerability to connect and access support services.

Technology Partner

We are pleased to announce that Infoxchange as the official technology partner of the One Stop One Story Hub digital solution.

Program Development (June 2021)

We continue to build momentum in the One Stop, One Story program with the initial UAT phase being conducted and feedback provided by all participating organisations. Some change requests and minor tweaks have been made with final review of these changes underway. Further demos of the portal have also been conducted with the Steerco group and some other potential partners with positive feedback.

Feedback from one of the participating organisations:

I actually think the hub is great, I love how everything is presented and straight forward. I think it may be difficult to get everything aligned to everyone’s individual preferences, so long as customer safety is maintained I highly rate the hub as it is.

We recently partnered with Uniting to hold a focus group with people who have been impacted by family violence. Through this session we were able to validate the Hub as a meaningful solution to connect people with support. The group also shared wonderful insights into how the service should be offered and what would be important in the service experience to make it a successful one. This will inform the process guidance and training program into the future.

Some further work continues to be conducted to complete the Services Agreement between TCP and the participating partners, including details such as SLA’s, roles and responsibilities, complaints handling and performance metrics. Once this draft is finalised for review, we will be able to determine the go-live date.

Stay tuned!

Click on the video below to hear directly from the frontline team on their co-design experience so far.


The One Stop One Story Hub Solution

The One Stop One Story Hub will allow people to contact one organisation seeking support and they will then have the option of having a referral made which will eliminate the need to repeat their story to different organisations. Businesses will also be able to share information with the customer about other support that is available.

“The only way to build a strong recovery, is to build a strong recovery together. When organisations collaborate and work well together, we have a better chance of ensuring access to essentials for all Australians.

The One Stop One Story Hub is a positive example of this, and we need to see more organisations getting involved.”

- Tim Costello, Thriving Communities Partnership Chief Advocate

Why do we need a Hub?

In Australia, the cumulative financial impacts of this year’s bushfires and the coronavirus are currently being likened to that of the Great Depression. It is estimated that 1.4 million Australians are currently in mortgage stress and almost 100,000 could default on their mortgage after JobKeeper ends.

The unemployment rate rose to a two-decade high in June at 7.4 per cent. Australia’s Treasurer, Josh Frydenberg recently admitted it could have reached above 13 per cent without support from programs like JobSeeker.

As many as 1.8 million Australians are underemployed, and long-term solutions are needed to help people maintain access to essential services in this difficult period. 

Customers presenting in vulnerability or hardship experience distress as they are required to continuously repeat their story to each organisation. This emotional burden creates an additional barrier to access as it discourages people from seeking help. Vulnerability and hardship is complex and often deals with customers who have multiple issues that require a range of services.

Prior to the coronavirus and bushfires, 49% of Australians sometimes or always struggle to pay their bills, and within this group 44% are too embarrassed to ask for help and 66% don't know what support is available.

We are thrilled to be working with TCP partner Infoxchange to deliver the Hub, and are thankful to have had their input and support to date and look forward to the next steps together.

For more information or to get involved, please email Gabby Sundstrom  or

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