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Volume & Issue no: Volume 4, Issue 2, February 2015

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Title:
Conflict Management in Public Administration Using Knowledge Bases and New Software Solution
Author Name:
Mladen Radivojevic, Radovan Klincov
Abstract:
ABSTRACT In this paper we examine the management of conflicts between end users and service providers of the public administration of Bosnia and Herzegovina using knowledge bases, ontologies and new software solutions. Knowledge of strategies and styles of management for conflict resolution will help all employees in the public administration establish and maintain good relationships with their customers and will ultimately contribute to a better public image of the administration and better delivery of services. A relationship free from conflicts between staff and service users will give greater satisfaction to both the users and service providers. To achieve this, it is necessary to efficiently manage and quickly resolve conflicts. Here we present a proposal for new solutions based on ontologies, which has not yet been applied in the conflict management, much less in the public administration of Bosnia and Herzegovina. We will share some results that have been achieved through the implementation of pilot projects in three local self - government units (municipality/city). Keywords: public administration, conflict management, ontologies, new tools.
Cite this article:
Mladen Radivojevic, Radovan Klincov , " Conflict Management in Public Administration Using Knowledge Bases and New Software Solution" , International Journal of Application or Innovation in Engineering & Management (IJAIEM) , Volume 4, Issue 2, February 2015 , pp. 108-119 , ISSN 2319 - 4847.
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