局长变身“办事员”，窗口“走新”更“走心”
<p style="padding: 0px; margin-top: 30px; margin-bottom: 30px; font-family: 微软雅黑, 宋体, Arial, Helvetica, sans-serif; font-size: 18px; text-size-adjust: none; text-align: justify; overflow-wrap: break-word; word-break: break-all; line-height: 36px; text-indent: 2em; text-wrap-mode: wrap; background-color: rgb(255, 255, 255);">近日，黄冈市黄州区政务服务中心的“局长体验专窗”灯牌熄灭。这一周，18家单位的主要负责人，轮流坐进其他部门的窗口，操作陌生审批系统、接待来办事群众。</p><p style="padding: 0px; margin-top: 30px; margin-bottom: 30px; font-family: 微软雅黑, 宋体, Arial, Helvetica, sans-serif; font-size: 18px; text-size-adjust: none; text-align: justify; overflow-wrap: break-word; word-break: break-all; line-height: 36px; text-indent: 2em; text-wrap-mode: wrap; background-color: rgb(255, 255, 255);">这不是一次例行公事的“窗口体验”——区政数局在全市率先尝试了一项新做法：局长走流程跨部门交叉互办，通过互换角色，亲手完成从填表、收件、录入到后台审核的全链条操作。</p><p style="padding: 0px; margin-top: 30px; margin-bottom: 30px; font-family: 微软雅黑, 宋体, Arial, Helvetica, sans-serif; font-size: 18px; text-size-adjust: none; text-align: justify; overflow-wrap: break-word; word-break: break-all; line-height: 36px; text-indent: 2em; text-wrap-mode: wrap; background-color: rgb(255, 255, 255);">熟悉自家的窗口不难，难的是坐进别人的窗口。</p><p style="padding: 0px; margin-top: 30px; margin-bottom: 30px; font-family: 微软雅黑, 宋体, Arial, Helvetica, sans-serif; font-size: 18px; text-size-adjust: none; text-align: justify; overflow-wrap: break-word; word-break: break-all; line-height: 36px; text-indent: 2em; text-wrap-mode: wrap; background-color: rgb(255, 255, 255);">5月18日下午，区自然资源和规划局党组书记、局长余菁菁来到区住建局“局长体验专窗”，全程办理建筑工程施工许可证。她按照办事规范，依次完成业务咨询、窗口受理、事项审核、材料整理、线上申报等环节。</p><p style="padding: 0px; margin-top: 30px; margin-bottom: 30px; font-family: 微软雅黑, 宋体, Arial, Helvetica, sans-serif; font-size: 18px; text-size-adjust: none; text-align: justify; overflow-wrap: break-word; word-break: break-all; line-height: 36px; text-indent: 2em; text-wrap-mode: wrap; background-color: rgb(255, 255, 255);">走出窗口后，她说：“以前站在自己部门的立场看审批，总觉得只要我们把规划环节把好关就行。今天坐进住建局的窗口，跟着群众从头到尾办一遍，才真正理解‘一件事’背后需要多少个环节无缝衔接。换个位置看流程，现在觉得还可以再优化。”</p><p style="padding: 0px; margin-top: 30px; margin-bottom: 30px; font-family: 微软雅黑, 宋体, Arial, Helvetica, sans-serif; font-size: 18px; text-size-adjust: none; text-align: justify; overflow-wrap: break-word; word-break: break-all; line-height: 36px; text-indent: 2em; text-wrap-mode: wrap; background-color: rgb(255, 255, 255);"><br/></p><p style="padding: 0px; margin-top: 30px; margin-bottom: 30px; font-family: 微软雅黑, 宋体, Arial, Helvetica, sans-serif; font-size: 18px; text-size-adjust: none; text-align: center; overflow-wrap: break-word; word-break: break-all; line-height: 36px; text-indent: 2em; text-wrap-mode: wrap; background-color: rgb(255, 255, 255);"><span style="margin-right: auto; margin-left: auto; border-style: initial; border-color: initial; border-image: initial;"><a data-fancybox="images" href="https://www.hgdaily.com.cn/w/3/upfile/4/2026/05/26/20260526144341538251.jpg" style="padding: 0px; margin: 0px; text-decoration-line: none; outline-style: none; color: rgb(0, 0, 0);"></a></span><br style="padding: 0px; margin: 0px;"/>这种跳出本部门视角的亲身体验，让她摸清了审批全流程中的真实堵点。过去不少地方组织过“局长走流程”，大多走自己部门的业务，局长对自家业务了如指掌，而交叉体验恰好把每个人推出舒适区，用“生手”的眼光去审视其他部门的流程，同时也在操作中反观自己部门的接口是否友好。</p><p style="padding: 0px; margin-top: 30px; margin-bottom: 30px; font-family: 微软雅黑, 宋体, Arial, Helvetica, sans-serif; font-size: 18px; text-size-adjust: none; text-align: justify; overflow-wrap: break-word; word-break: break-all; line-height: 36px; text-indent: 2em; text-wrap-mode: wrap; background-color: rgb(255, 255, 255);">更难得的是，这次体验没有预设任何剧本。</p><p style="padding: 0px; margin-top: 30px; margin-bottom: 30px; font-family: 微软雅黑, 宋体, Arial, Helvetica, sans-serif; font-size: 18px; text-size-adjust: none; text-align: justify; overflow-wrap: break-word; word-break: break-all; line-height: 36px; text-indent: 2em; text-wrap-mode: wrap; background-color: rgb(255, 255, 255);">区市场监管局与区卫健局的一次协同办理便是有力证明。企业办理“二次供水卫生许可证”时，需要先变更营业执照经营范围，过去往往要分头跑、多次办。这一次，两部门窗口同步受理、并联推进。</p><p style="padding: 0px; margin-top: 30px; margin-bottom: 30px; font-family: 微软雅黑, 宋体, Arial, Helvetica, sans-serif; font-size: 18px; text-size-adjust: none; text-align: justify; overflow-wrap: break-word; word-break: break-all; line-height: 36px; text-indent: 2em; text-wrap-mode: wrap; background-color: rgb(255, 255, 255);">当天，黄冈瓦尔登酒店管理有限公司需要新增“生活饮用水相关经营项目”。区市场监管局局长孙燃坐在窗口，与卫健局协同完成了从营业执照变更到卫生许可的全流程。企业办事人员有些意外：“我以为要先跑市场监管局，再去卫健局，没想到一个窗口就全办好了。”</p><p style="text-align: center;"><a data-fancybox="images" href="https://www.hgdaily.com.cn/w/3/upfile/4/2026/05/26/20260526144341877402.jpg" style="padding: 0px; margin: 0px; font-family: 微软雅黑, 宋体, Arial, Helvetica, sans-serif; font-size: 18px; text-decoration-line: none; outline-style: none; color: rgb(0, 0, 0); text-wrap-mode: wrap; background-color: rgb(255, 255, 255);"></a><span style="font-family: 微软雅黑, 宋体, Arial, Helvetica, sans-serif; font-size: 18px; text-wrap-mode: wrap; background-color: rgb(255, 255, 255);"></span></p><p style="padding: 0px; margin-top: 30px; margin-bottom: 30px; font-family: 微软雅黑, 宋体, Arial, Helvetica, sans-serif; font-size: 18px; text-size-adjust: none; text-align: center; overflow-wrap: break-word; word-break: break-all; line-height: 36px; text-indent: 2em; text-wrap-mode: wrap; background-color: rgb(255, 255, 255);"><a data-fancybox="images" href="https://www.hgdaily.com.cn/w/3/upfile/4/2026/05/26/20260526144341249913.jpg" style="padding: 0px; margin: 0px; text-decoration-line: none; outline-style: none; color: rgb(0, 0, 0);"></a></p><p style="padding: 0px; margin-top: 30px; margin-bottom: 30px; font-family: 微软雅黑, 宋体, Arial, Helvetica, sans-serif; font-size: 18px; text-size-adjust: none; text-align: justify; overflow-wrap: break-word; word-break: break-all; line-height: 36px; text-indent: 2em; text-wrap-mode: wrap; background-color: rgb(255, 255, 255);">区政数局在制度设计上刻意避免形式化。专窗不设特殊预约通道，导办人员在普通窗口排队的人群中随机寻找办理清单内事项的群众，征得同意后直接引导到局长窗口。这意味着，局长们遇到的每一位群众都是真实的，诉求是即兴的。</p><p style="padding: 0px; margin-top: 30px; margin-bottom: 30px; font-family: 微软雅黑, 宋体, Arial, Helvetica, sans-serif; font-size: 18px; text-size-adjust: none; text-align: justify; overflow-wrap: break-word; word-break: break-all; line-height: 36px; text-indent: 2em; text-wrap-mode: wrap; background-color: rgb(255, 255, 255);">若无符合条件的群众，则使用标准化模拟材料进行全流程操作——同样不能跳过任何环节。五天时间里，几十个事项被逐一过堂，梳理出的问题清单背后，每个问题都附上了具体的场景和操作截图。</p><p style="padding: 0px; margin-top: 30px; margin-bottom: 30px; font-family: 微软雅黑, 宋体, Arial, Helvetica, sans-serif; font-size: 18px; text-size-adjust: none; text-align: center; overflow-wrap: break-word; word-break: break-all; line-height: 36px; text-indent: 2em; text-wrap-mode: wrap; background-color: rgb(255, 255, 255);"><a data-fancybox="images" href="https://www.hgdaily.com.cn/w/3/upfile/4/2026/05/26/20260526144341984304.jpg" style="padding: 0px; margin: 0px; text-decoration-line: none; outline-style: none; color: rgb(0, 0, 0);"></a></p><p style="padding: 0px; margin-top: 30px; margin-bottom: 30px; font-family: 微软雅黑, 宋体, Arial, Helvetica, sans-serif; font-size: 18px; text-size-adjust: none; text-align: justify; overflow-wrap: break-word; word-break: break-all; line-height: 36px; text-indent: 2em; text-wrap-mode: wrap; background-color: rgb(255, 255, 255);">体验的价值不在于“办过”，而在于“发现”。</p><p style="padding: 0px; margin-top: 30px; margin-bottom: 30px; font-family: 微软雅黑, 宋体, Arial, Helvetica, sans-serif; font-size: 18px; text-size-adjust: none; text-align: justify; overflow-wrap: break-word; word-break: break-all; line-height: 36px; text-indent: 2em; text-wrap-mode: wrap; background-color: rgb(255, 255, 255);">活动结束后的反馈表上，一些问题有了新的视角。有的负责人发现，自己部门要求提交的一份证明材料，其实在对方部门的系统里已经存有电子版；有的意识到，审批环节中的一道签字，在线上流转时完全可以合并；还有人注意到，不同部门对同一份材料的格式要求不一致，导致群众反复打印。</p><p style="padding: 0px; margin-top: 30px; margin-bottom: 30px; font-family: 微软雅黑, 宋体, Arial, Helvetica, sans-serif; font-size: 18px; text-size-adjust: none; text-align: justify; overflow-wrap: break-word; word-break: break-all; line-height: 36px; text-indent: 2em; text-wrap-mode: wrap; background-color: rgb(255, 255, 255);">当一位局长亲手在对方系统里走完一遍，再审视自己部门那一端时，立场悄然改变。“以前觉得是别人提供的资料不清楚，现在发现我自己这边的材料清单也该瘦身了。”一位局长在交流时坦言。</p><p style="padding: 0px; margin-top: 30px; margin-bottom: 30px; font-family: 微软雅黑, 宋体, Arial, Helvetica, sans-serif; font-size: 18px; text-size-adjust: none; text-align: justify; overflow-wrap: break-word; word-break: break-all; line-height: 36px; text-indent: 2em; text-wrap-mode: wrap; background-color: rgb(255, 255, 255);">区政数局组织这次活动，初衷很简单：打破一种普遍存在的惯性——每个部门都在优化自己的流程，但群众办事往往要跨多个部门，真正的堵点恰恰藏在部门之间的缝隙里。只有让“管一段”的人看到“整条链”，才可能推动实质性协同。在全市范围内，这种跨部门交叉体验的做法还没有先例。</p><p style="padding: 0px; margin-top: 30px; margin-bottom: 30px; font-family: 微软雅黑, 宋体, Arial, Helvetica, sans-serif; font-size: 18px; text-size-adjust: none; text-align: justify; overflow-wrap: break-word; word-break: break-all; line-height: 36px; text-indent: 2em; text-wrap-mode: wrap; background-color: rgb(255, 255, 255);">一周的活动落下帷幕，但真正的考验才刚刚开始。</p><p style="padding: 0px; margin-top: 30px; margin-bottom: 30px; font-family: 微软雅黑, 宋体, Arial, Helvetica, sans-serif; font-size: 18px; text-size-adjust: none; text-align: justify; overflow-wrap: break-word; word-break: break-all; line-height: 36px; text-indent: 2em; text-wrap-mode: wrap; background-color: rgb(255, 255, 255);">五天时间，18个部门，几十个事项，局长们从自己熟悉的窗口坐到别人的工位上，从“听汇报”变成“亲手办”。这场“换位”实验最大的收获，不是那张写了问题的表格，而是为今后的政务服务改革打开了一扇新的窗。</p><p style="padding: 0px; margin-top: 30px; margin-bottom: 30px; font-family: 微软雅黑, 宋体, Arial, Helvetica, sans-serif; font-size: 18px; text-size-adjust: none; text-align: justify; overflow-wrap: break-word; word-break: break-all; line-height: 36px; text-indent: 2em; text-wrap-mode: wrap; background-color: rgb(255, 255, 255);">随着问题清单逐项销号、整改措施逐一落地，黄州区的政务流程将在持续优化中更加顺畅高效。部门之间的壁垒每减少一寸，群众办事的便利就增进一分。这，或许就是“局长走流程”交叉体验的真正意义所在。</p><p><br/></p><section style="overflow-wrap: break-word; max-width: 100%; color: rgb(67, 74, 84); font-family: -apple-system-font, Helvetica, PingFang SC, Hiragino Sans GB, Arial, Microsoft YaHei; font-size: 14px; text-wrap-mode: wrap; background-color: rgb(255, 255, 255); box-sizing: border-box; margin-bottom: 0px;"><section powered-by="xiumi.us" style="overflow-wrap: break-word; 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