The document discusses the importance of physical infrastructure to the success of Bus Rapid Transit (BRT) systems. It outlines four key areas of infrastructure that impact passenger experience: 1) access time getting to bus stops, 2) waiting time at bus stops, 3) in-vehicle travel time, and 4) egress time getting from bus stops. Specific infrastructure like footpaths, pedestrian crossings, bus stop placement and amenities, bus priority lanes and signals can reduce times and improve the passenger experience of using BRT. The document stresses that infrastructure planning is needed to optimize access, waiting, travel and egress times cost effectively.