DWP is committed to expanding its digital services enabling more customers to engage with us online. Although some benefits, such as Universal Credit, can be claimed online and any further communications can also be conducted digitally through the use of the customer journal, applying online does not automatically mean all subsequent communications will be digital.

DWP operates a multi-channel approach to ensure customers receive important information in a way that is accessible, secure and inclusive. In some cases, letters remain the formal method for notifying customers of a decision or providing information about their award and appeal rights. Postal notifications also support legal, policy and accessibility requirements for certain decisions and customer groups.

Our approach is to expand digital services while maintaining alternative channels so that no customer is excluded. We also remain committed to ensuring that customers have a choice of those alternative channels.

This Government is deeply concerned by the devastating impact online fraud can have on victims, both financially and emotionally, including that which is artificial intelligence (AI)-enabled.

That is why, under the Online Safety Act (OSA), the Government has taken action to ensure online platforms and services are required to implement robust preventative measures to stop fraudulent content from reaching potential victims. AI content is treated no differently to other types of content under the OSA – if it is fraudulent in nature, platforms are required to prevent it from reaching users and take swift action if it does appear.

From mid-2027 the largest in-scope companies will also be required to take greater steps to prevent fraudulent adverts from appearing, including those that are AI-enabled.

The Ministry of Justice works with a range of influencers and content creators to help us reach audiences who are less likely to engage with traditional government channels. Wherever possible we do this on a low / no cost basis to secure maximum value to the taxpayer.

On occasion and in line with Government Communications Service best practice, we use paid influencers to help deliver campaigns covering key departmental priorities and operationally critical campaigns – for example in the recruitment of frontline staff. This can often provide a more effective and cost-efficient way of reaching audiences than traditional advertising.

The Department considers that disclosing the identities of individual influencers and content creators engaged to support campaigns would be likely to prejudice its commercial interests. The Department works with content creators on a campaign-by-campaign basis, with arrangements varying depending on campaign objectives, audience, content requirements and commercial terms. Disclosure of the identities of paid creators could undermine the Department's ability to negotiate favourable terms, including securing pro bono or reduced-cost support where appropriate, thereby reducing its ability to achieve value for money for the taxpayer in future campaigns.

Government-commissioned research found that 7% of 13- to 17-year- olds reported using a VPN and seeing explicit sexual content online in a three-month period. The research also found that VPNs are not the most common method by which children bypass age restrictions online.

The Government has announced a package of measures to address the circumvention of online safety protections, and is prepared to take further action if future evidence shows that circumvention is becoming a more significant problem and is not being adequately addressed.

Age assurance under the Online Safety Act should work effectively for all users regardless of their age or other characteristics.

Government, Ofcom and the Information Commissioner’s Office have all been clear that age assurance methods should be safe, proportionate and secure, with services obliged to minimise the use of personal data, only collecting and retaining it where necessary and proportionate for age assurance purposes. Organisations failing to comply with these requirements may be subject to regulatory enforcement action.

Ofcom’s recently published report on age assurance found that services have demonstrated a strong awareness of privacy and data protection requirements.

The Online Safety Act contains strong user redress provisions. Complaints procedures must be accessible, easy to use and transparent, and providers must take appropriate action. Ofcom is able to use its enforcement powers in cases of non-compliance by platforms.

The Act requires Ofcom to review the effectiveness of these provisions within two years of their full implementation. With new duties coming into effect for Category 1 services next year, we expect the report to be completed in 2029.

The government will provide a package of support for parents and carers to support children in navigating the online world safely. This includes an expanded media literacy campaign and Kids Online Safety Hub, providing advice, practical tools and support to help parents and carers support their children in navigating the online world safely and confidently.

The government will also restrict risky features, including contact with strangers, across a wider range of services - banning them for under-16s and making them off by default for 16 and 17-year-olds. The government also announced that we will make it impossible for children to take, share or view naked pictures on their devices.

Finally, we have announced mandatory breaks for under-18s using chatbots, alongside committing to stronger action to address dangerous, misleading or unverified mental health advice.

The government has already started reforming the Business Rates system. At Budget, the government introduced new permanently lower multipliers for eligible retail, hospitality and leisure properties. These new multipliers are worth nearly £1 billion per year and benefit over 750,000 properties.

The government is paying for this through a high-value multiplier on the top one per cent of most expensive properties. This includes many large distribution warehouses, such as those used by online giants. The high-value multiplier is 33 per cent more than the multiplier for small RHL properties.

This is in addition to the support package, worth £4.3 billion, that the government introduced at Budget to protect ratepayers seeing large overnight increases in bills. As a result, over half of ratepayers see no bill increases in 2026/27, including 23 per cent whose bills go down

In addition, the government has announced that pubs, clubs and live music venues will benefit from 20% relief from April 2027 on top of the 15% relief and 2-year real-terms freeze in bills announced earlier this year.

Regarding a tax levied on online sales, while tax policy is kept under review, evidence received from a consultation in spring 2022 under the previous Government on the case for an Online Sales Tax suggested that such a tax would have been extremely complex to design and implement and create undue administrative burden for businesses. This included challenges of defining the boundaries between online and in-store retail, including ‘Click and Collect’ orders. Stakeholders also expected it would lead to higher prices for consumers.

Potential estimates will not be published in advance of the launch and completion of the procurement process, as these are commercially sensitive.

We have recently communicated to the supplier market our target of launching the procurement process in late Summer/early Autumn.